CHG860 | Dealing with Welsh language complaints

We may receive complaints from customers in Welsh or who request we communicate with them in Welsh. If so, we must only communicate in this language with the customer. The Welsh Language Scheme (WLS) is HMRC’s service level agreement with the Welsh Language Commissioner (WLC). It details how we will provide Welsh language services to our customers to comply with the law.

Just because of their language choice, there should be no delays in dealing with the customer’s complaint and they should not be disadvantaged. Our Welsh Language Unit deal with requests for written and verbal translations for the whole of HMRC. Should you need to communicate with a complainant in Welsh, please refer to: Welsh Language Service key contacts.