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Serious complaints about HMRC can be investigated by the Independent Police Complaints Commission. LITRG wonders how this fits into HMRC’s overall complaints system.

The IPCC and HMRC complaints

Remember the lost child benefit data in 2007? At that time, the Independent Police Complaints Commission (IPCC) investigated what had gone wrong at HMRC to cause such a catastrophe.

More recently, the IPCC’s consultation on statutory guidance for HMRC gave a reminder that the IPCC has a wide role in overseeing HMRC’s complaints system and investigating serious complaints such as misconduct of HMRC staff.

LITRG says ‘reminder’ in this context as most people are likely to be unaware of this fact, particularly as HMRC’s complaints guidance makes no mention of the IPCC. In fact, the existing factsheet suggests that in serious misconduct cases such as assault or corruption, you either follow the usual complaints procedure (that is, to complain to the person you have been dealing with) or ask to deal with ‘an independent complaints coordinator’ (a misnomer, as this will be someone still within HMRC). Do HMRC not want people to know their rights?

LITRG’s response to the IPCC consultation

LITRG’s response to the consultation highlights:

• that the IPCC needs to ensure HMRC communicate to complainants their rights and how the IPCC fits with other avenues of complaint, such as the Adjudicator
• that the guidance is unclear as to the IPCC’s remit and is too widely drawn, potentially covering complaints about failure ‘to meet published standards of service or response...’
• concerns as to the reduced rights of HMRC customers where debt collections are outsourced or sub-contracted, as it appears they do not have the right of complaint to the IPCC
• that the complaints service and guidance need to be accessible by the ‘digitally excluded’ and those requiring representation by someone else. HMRC’s has a poor track record in making services available to those who cannot use computers or the internet, so the guidance must be clear as to the actions the IPCC expects from HMRC.

LITRG’s full response to the consultation can be found on its website.