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CRG1050 | Introduction: The role of CPST and CCAST

From HM Revenue & Customs · Complaints and Remedy Guidance

Throughout this guidance you will find reference to two HQ teams: the Complaints Policy and Strategy Team (CPST) and the Central Complaints Advice and Support Team (CCAST). CPST is housed in Central Customer & Strategy Directorate, while CCAST is housed in Customer Directorate. The two teams work closely together and their roles are complementary.

CPST is responsible for:

  • policy and guidance on complaints, including redress, and how they are handled in HMRC.

  • monitoring changes in customer needs and government policy and making sure our complaint policies and guidance keep pace.

  • the Service Level Agreement (SLA) with the Adjudicator.

  • measuring and reporting on complaints handling performance across HMRC.

  • the HMRC complaints handling system – CHART and ECCS.

Please note we have responsibility for complaints policy only and we are unable to advise about any other specific policy issues.

If you have a query about an operational policy, please consult the Tax Administration Directorate (sharepoint.com) for the appropriate contact.

CCAST is responsible for:

  • giving advice on specific cases, including issues concerning financial redress, to business areas across the department, aiming to respond within 5 working days.

  • helping with complex or contentious cases to ensure decisions are robust and reflect policy intention

  • providing the link between operational complaints handling teams and CPST by feeding operational issues and experiences into the policy making process

  • supporting robust complaints handling within business areas

  • supporting the Adjudicator’s and Ombudsman’s handling of case enquiries, giving advice and helping to achieve an agreed outcome

  • supporting the Processing business in developing a system for learning lessons from complaints

  • devising and delivering workshops on improving complaints handling, including financial redress issues and letter writing

  • providing assurance to CPST that policy is fit for purpose and is being implemented reasonably and consistently across HMRC.