Kelly Sizer looks at HMRC’s complaints process and escalation routes
When should you consider making a complaint to HMRC? The range of circumstances is wide, but HMRC’s complaints process covers most situations in which you would like the Department to put something right, but for which there is no formal right of appeal to the tax tribunal.
One example might be poor HMRC service, such as a staff member being rude or unhelpful which has caused upset. Another might be an HMRC mistake that has caused excessive tax to have been paid, such as HMRC failing to act upon information in its possession, or HMRC giving misleading information to the taxpayer which they have relied upon to their detriment.