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Covid complaints
Key points
- In 2020-21 the Adjudicator’s Office resolved 1 346 cases – 25% increase on the previous year.
- It upheld 24% of complaints about HMRC down from 44% last year.
- Covid-19 financial support schemes were the source of many complaints to the adjudicator.
- Delays in dealing with complaints can exacerbate the problem even when the complaint itself has no merit.
No part of the work of the Adjudicator’s Office was unaffected by Covid-19 as its workload ‘changed almost overnight’ as HMRC established support schemes for individuals and businesses affected financially by the national lockdown. So said the adjudicator Helen Megarry in the foreword to her annual report for 2020-21 (tinyurl.com/adjofficear21).
Many of the complaints concerned the coronavirus job retention scheme (CJRS) or the self-employed income support scheme (SEISS). Ms Megarry said the office provided feedback on complaint handling to HMRC for those schemes ...
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