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Contact the organisations

HM Revenue & Customs
Complain about HMRC

Valuation Office Agency
Complain about VOA

How we work

The role of the Adjudicator

The Adjudicator's role is to consider whether or not the department (HMRC, or the VOA) have handled your complaint appropriately and have given a reasonable decision.

Where the Adjudicator thinks they have fallen short, she will recommend what they need to do to put matters right.

This may include making suggestions for service improvements where she thinks this could be of benefit to the wider public.

The Adjudicator can look at complaints about:
  • Mistakes (e.g. if information has been used incorrectly or overlooked)
  • Unreasonable delays (e.g. where matters haven't been dealt with promptly)
  • Poor or misleading advice (e.g. inaccurate information has been given)
  • Inappropriate staff behaviour (e.g. rude responses or refusing to listen)
  • The use of discretion (e.g. not taking account of exceptional circumstances)

But she cannot look at:
  • Matters of government or departmental policy
  • Complaints where there is a specific right of determination by any court, tribunal, or other body with specific jurisdiction over the matter
  • Valuation decisions of Statutory Officers in the VOA
  • Complaints about whether HMRC, the VOA have complied with the Freedom of Information Act 2000 and the Data Protection Act 2018
  • Complaints about an ongoing investigation or enquiry
  • Complaints that have been or are being investigated by the Parliamentary Ombudsman

How the Adjudicator handles complaints

Changes to our process - 2019

Stage 1: When we receive your complaint

Stage 2: Investigation

Stage 3: Resolution

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