How to complain
How to complain to the Adjudicator's Office
If your complaint is about something that we can investigate, you can contact us in writing or by fax. While we are happy to answer general enquiries over the phone, we prefer to have something in writing from you regarding your complaint, to reduce the risk of any later misunderstanding. We aim to reply to your initial contact within ten working days.
However you choose to contact us, we will need certain information from you to help us investigate your complaint as quickly and efficiently as possible.
This includes:
- your name, address and phone number (if you are happy for us to contact you by phone)
- details of the office that you are complaining about, together with any complaint references that you have been given and your National Insurance number (for HMRC complaints only). It would also be helpful if you send us a copy of the final response from the office that has dealt with your complaint
- specific details of your complaint, including what you think the organisation should do to put things right. It is very important that you tell us why you are dissatisfied with the response that the organisation have given you as a result of your complaint
- if the organisation have already acknowledged shortcomings and have offered redress, which may simply be an apology and an explanation, why you believe this is inadequate.
If you prefer, somebody else, such as a relative, friend or professional adviser, may represent you and deal with us on your behalf but, because we place great importance on keeping your affairs confidential, you must provide us with written authority (even if you have already provided this to the organisation concerned) before we can correspond with that person. Without this authority, we will be unable to discuss your complaint with them. Please bear in mind that you may have to meet any additional costs charged by a representative. We do not look at complaints from representatives about the way they have been treated (as opposed to their clients).
