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How to complain
The Adjudicator considers complaints
about how HM Revenue & Customs (HMRC),
the Valuation Office Agency (VOA) or The
Insolvency Service have dealt with you.
The Adjudicator’s Office cannot consider
a complaint until you have completed
both Stage 1 and 2 of the complaints
process.
You can download a leaflet on the
complaints procedure on our
publications
page.
Stage 1: Department’s initial review
If customers are unhappy with the
service they have received they may ask
for a formal review of their complaint.
What you need to do:
- Contact the local office of the
department and ask for a review of your
complaint.
Stage 2: Department’s internal review
If the complaint is still not resolved,
the customer may ask for a second
review, which is a fresh look at their
complaint and gives them the
department’s final response.
What you need to do:
- Contact the department’s internal review
team and ask for a second review of your
complaint.
Stage 3: Independent review by the
Adjudicator’s Office
If the customer remains unhappy then
they may approach the Adjudicator’s
Office.
The complaint will be investigated to
draw together a full and impartial
summary of details from the customer and
the department. The Adjudicator provides
an independent review of the details and
makes her recommendation.
What you need to do:
- Write to the Adjudicator’s Office with
the details of your complaint and the
reasons why you are complaining about
the service you received.
- You must also enclose a copy of the
final decision letter from the
department you are complaining about.
- If you are unable to contact us in
writing please telephone to discuss your
needs.
- We do not usually take on cases that are
received more than six months after the
date of the final response from the
department.
Find out more about
how the Adjudicator
handles complaints.
Stage 4: Final review by the
Parliamentary Ombudsman
Customers who remain unhappy can ask an
MP to put their complaint to the
Parliamentary Ombudsman.
The Parliamentary Ombudsman will decide
whether to investigate the complaint
and, if she decides to do so, her
investigation may also look at the way
in which the Adjudicator’s Office has
reviewed the complaint.
What you need to do:
- You will need to write to your local
Member of Parliament (MP) with the
details of your complaint and ask that
it be referred to the Parliamentary
Ombudsman.
- For more information see the
Parliamentary Ombudsman website
www.ombudsman.org.uk. Link opens in a
new window.
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