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CECCG13600 | Complaints Handling Procedure: Referral procedure for all other staff

From HM Revenue & Customs · Complaints from External Customers about the Conduct of HMRC staff Guidance

In all cases where there is an external customer complaint of misconduct or gross misconduct, the complaint should be forwarded immediately to either:

  • the Complaints Team for the business unit who will decide how it should be dealt with, liaising with Internal Investigations as necessary, or

  • direct to Internal Investigations where the referral criteria are met.

In all other cases, you should work the case in-house following your normal complaints investigation procedure.

If you are in any doubt if a case should go to Internal Investigations, please consult the following guidance on the Internal Investigations sharepoint.