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A look through the adjudicator’s 2014 report on the taxman’s handling of complaints
KEY POINTS
- The Adjudicator’s Office handled 12 074 enquiries in 2013/14 and resolved 2 350 complaints.
- The number of complaints about HMRC fell to an average of 70 cases a month in 2013/14.
- The adjudicator recommends that the tax departments mediate more taxpayers’ complaints before they escalate.
- The departments accepted the adjudicator’s decision in all cases.
The year 2013/14 was very demanding for the adjudicator and her office. During the year the office handled 12 074 enquiries and resolved a record 2 350 complaints.
The adjudicator Judy Clements said the office had nearly 2 700 cases on hand at the start of 2013/14 but believed this was “the legacy from the exceptional workload received in 2012/13 from HMRC customers [sic]”.
She responded by putting in place a two-year...
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