CHG815 | Dealing with Complaints: Contributions required from another business area

A complaint contribution is when the complaint handling business area ask a different complaint handling HMRC directorate* or government department for assistance in pulling the final reply together.

This can be in the form of:

• content – for example some narrative or a table of payments to be used in the reply, and/or

• advice/Information – for example some details about what happened in the lead up to the complaint, and/or

• actions – for example the removal of a non-repayment signal

*This does not include CCAST

All contributions requests must be recorded on CHART as part of the actual complaint itself (see: 6.9 Actions - Capture Actions Contribution Internal - New Contribution Process 1.docx).

All business areas should follow the guidance for recording contribution requests. However, there may be some circumstances where business specific arrangements are in place and the contribution process may need to be adapted accordingly. For example, in FIS attachments are not retained in Sharepoint so there will be some requirement for email dialogue.

Contribution requests must clearly outline what is required to reply to the complaint. Providers of contributions should endeavour to meet the agreed five working day turnaround and requesting areas must wait for contribution(s) before issuing the final reply. To respond before receiving a requested contribution could jeopardise the correct response being sent out and lead to difficulties in closing the case on CHART.