According to the latest report from the Adjudicator, complaints about HMRC dropped by 19 per cent (to 1,029). The report suggests that the complaints fell due to fewer issues raised about COVID-19 support schemes.
During 2021-22 the Adjudicator resolved 991 complaints from HMRC customers. Of those, 32 per cent were either fully or partially upheld, which is a higher level than the previous year. In the 2020-21 year, the number of complaints was suppressed due to the number of COVID-19 support scheme complaints, where the Adjudicator has limited remit and HMRC has limited discretion.
Adjudicator Helen Megarry, said in 2021/22, her office was able to maintain performance, service levels and commitment to supporting learning from complaints and she stressed that a focus on a target-based numeric system will not encourage a forward-looking culture of learning from complaints.
The Adjudicator’s Office said it is developing mechanisms for feedback directly on delivery of services against all aspects of the Charter and holding HMRC to account on those commitments.
In previous reports, the Adjudicator commented on an inconsistency of approach and attitude to complaints and learning within HMRC, and lack of clear accountability to creating a positive complaint environment at a senior level. This report is more positive about HMRC’s progress towards a more transformational approach to complaint handling and learning.
The Adjudicator’s head of office, Mike McMahon, reported that while the office has worked well with HMRC’s core business, interaction with the IT program delivery functions has been more challenging.
Where appropriate the Adjudicator’s Office said it recommends HMRC pay customers financial redress in recognition of the poor level of service they received, and any relevant costs. It stated it makes recommendations in accordance with HMRC’s Complaints and Remedy Guidance. Redress can also include a recommendation that HMRC give up recovery of a customer’s liability.
HRMC first permanent secretary and chief executive Jim Harra said during the pandemic, the focus of the HMRC was on supporting customers through the various COVID-19 support schemes.
“As a result, we made choices on the work we prioritised to protect our essential services and the livelihoods of our customers. This meant that some of our customer service levels weren’t where we would normally expect them to be,” he said.
“As HMRC works to restore normal service standards, we recognise that some customers may experience delays as we work through our backlog. This has resulted in an increase in the number of complaints prematurely escalated to the Adjudicator. We acknowledge this increase and are committed to working with the Adjudicator’s office to reduce the impact on our customers. We have provided focussed support for customers who need extra help and improved customer communications, including updating the Complain about HMRC pages on GOV.UK.”
