Adjudicator’s Office 2020-21 annual report

No part of the work of the Adjudicator’s Office was unaffected by Covid-19 as its workload ‘changed almost overnight’ as HMRC established support schemes for individuals and businesses affected financially by the national lockdown. So said the adjudicator Helen Megarry in the foreword to her annual report for 2020-21 (tinyurl.com/adjofficear21).

Many of the complaints concerned the coronavirus job retention scheme (CJRS) or the self-employed income support scheme (SEISS). Ms Megarry said the office provided feedback on complaint handling to HMRC for those schemes adding that HMRC reacted quickly.

In total for 2020-21 the Adjudicator’s Office took on 1 358 cases for investigation resolved 1 346 complaints and has 189 on hand. It accepts complaints about HMRC the Valuation Office Agency and since December 2019 the Home Office Windrush compensation scheme although this aspect will not be covered...