HMRC has more to learn about complaint handling
Posted by mostafa on 17 July, 2018
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Adjudicator Helen Megarry says there are ‘signs of continued focus on improving complaint handling’ in HMRC and the Valuation Office Agency (VOA). However, neither department yet fully understands the benefits and principles of good complaint handling and learning.
In the 2018 report from the Adjudicator’s Office, Ms Megarry says: &…