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CECCG13900 | Complaints Handling Procedure: Complaints that do not meet the IOPC, PIRC, or COPFS referral criteria

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

The complaint should be recorded on CHART under the business units complaint process if the complainant’s allegations:

  1. do not require referral to Internal Investigations to assess whether the IOPC, PIRC or COPFS referral criteria are met

  2. but do contain potential misconduct matters

The Complaints Team will review the complaint and then decide if the case should be referred to the HR Employee Advice Service (EAS) for advice.

The Line of Business in consultation with EAS will decide whether a gross misconduct investigation should be carried out by Internal Investigations. The Line of Business will investigate potential misconduct issues.