The Adjudicator's Office logo Site map
home how we work how to complain learning from complaints publications contact us
Contact the organisations

HM Revenue & Customs
Complain about HMRC

Valuation Office Agency
Complain about VOA

Stage 1: When we receive your complaint

When we receive a complaint the first thing we do is establish whether we can investigate it.

Our remit is based on the Service Level Agreement, (SLA) between the department and our office.  When we consider remit we decide how we apply the SLA to a complaint that has been made to this office. If a complaint is not in remit we have no authority to investigate it.

We expect you to bring your complaint to us within six months of your final reply from the department.

We will consider whether:

  • the department’s internal complaints process has been completed; and
  • we can look at the complaint.

We cannot look into your complaint until it has gone through the department's own two tier complaints process. If the department has not had the opportunity to deal with your complaint fully, we will ask you to contact the relevant department again.

They may successfully resolve your complaint at this stage without further need for our involvement. If, however, you remain dissatisfied after the department has considered your complaint fully, you can ask us to investigate.

If we cannot investigate your complaint we will tell you as soon as we can and the reason why.

Changes to our process - 2019

Stage 1: When we receive your complaint

Stage 2: Investigation

Stage 3: Resolution

 Crown Copyright l Disclaimer l Freedom of Information l Privacy