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KEY POINTS
- Most complaints about HMRC concerned tax credits.
- HMRC have shown willing to improve.
- Claimants often received wrong advice.
HMRC was the second most complained about department to the Parliamentary Ombudsman in 2007-08 second only to the Department for Work and Pensions.
Ann Abraham Parliamentary Ombudsman reports in her 2007-08 annual report that in total 2 342 complaints were received about HMRC overall and of these 160 were accepted for investigation (see Box 1).
Of the 91 complaints accepted against HMRC 85% concerned tax credits and 91% of the 68 complaints accepted against the Adjudicator's Office were about tax credit complaint handling.
The Ombudsman says that these figures show that despite the improvements HMRC have made to the administration of tax credits there is still a long way...
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