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Contents

Official guidance

Complaint Handling Guidance

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CHG100 · Introduction: Contents
CHG200 · Preventing complaints
CHG300 · Complaints: an overview: Contents
CHG400 · Defining and recording a complaint: Contents
CHG500 · Avenues and time limits for making complaints: Contents
CHG700 · Recording complaints
CHG600 · Standards of service for dealing with complaints: Contents
CHG800 · Dealing with complaints: Contents
CHG900 · Classifying the outcome of complaints: Contents
CHG1000 · Learning from complaints
CHG1100 · Complaints to the Adjudicator: Contents
CHG1200 · Complaints to the Parliamentary Ombudsman: Contents
CHG1300 · Sharing information and handling enquiries from the Adjudicator’s Office
CHG1400 · Further advice
CHGUPDATE001 · Complaint Handling Guidance: update index
CHGUPDATE070413 · Complaint Handling Guidance: recent changes
CHGUPDATE100824 · Complaint Handling Guidance: recent changes
CHGUPDATE110418 · Complaint Handling Guidance: recent changes
CHGUPDATE110802 · Complaint Handling Guidance: recent changes
CHGUPDATE120210 · Complaint Handling Guidance: recent changes

Official guidance
Complaint Handling Guidance

Complaint Handling Guidance

From HM Revenue & Customs

Begin readingIntroduction: Purpose of this guidance