Code for dealing with complaints
July 2005
Contents
- Part 1 : Introduction to the Code
- Part 2 : What sort of complaints are covered?
- Part 3 : What should I do if I want to complain?
- Part 4 : How will my complaint be dealt with?
- Part 5 : What if I am not satisfied?
- Part 6 : The Parliamentary Ombudsman
- Part 7 : Reference Documents and Further Reading
- Part 8 : Do you have any comments?
Part 1 : Introduction to the Code
This is the Revenue and Customs Prosecutions' Office (RCPO) Code for dealing with complaints. It tells you:
- how to make a complaint;
- the standards you can expect from RCPO in dealing with it;
- what RCPO will do to put things right; and
- what you can do if you are unhappy with our response.
Part 2: What sorts of complaints are covered?
Examples of complaints covered by this code are: -
- mistakes;
- delays;
- poor or misleading advice or guidance; and
- staff behaviour.
This Code does not cover disputes about the meaning or correct application of the law, as the Courts are responsible for such matters.
Part 3: What should I do if I want to complain?
It may be possible for you to resolve the matter directly and informally with the member of staff concerned. If that is not possible, you should contact the RCPO's Complaints Officer by letter, email or fax at:
The Complaints Officer The Revenue and Customs Prosecutions Office Room 2.02 New King's Beam House 22 Upper Ground London SE1 9BT
Fax: 020 7147 7785 Email: complaints@rcpo.gsi.gov.uk
It will help us to deal with your complaint if, when writing to us, you give as much background information as possible.
Part 4: How will my complaint be dealt with?
Once your complaint is received the Complaints Officer will: -
- acknowledge the complaint within 3 working days of receipt advising you as to how it will be handled;
- ask the appropriate person to investigate; and
- send you a response normally within 10 working days either with a full reply, or, if that is not possible, advise you when we expect to be able to reply to you in full.
RCPO is committed to carrying out a thorough investigation of your complaint. We will endeavour to: -
- treat you with tact, courtesy and fairness at all times;
- not treat you any differently because you have complained:
- not discriminate against you because of your colour, race, religion, age, sex or sexual orientation or because of any disability; and
- if the complaint is upheld, apologise, tell you what went wrong and what we will do to put things right.
Part 5: What if I am not satisfied?
If you are unhappy with our response, you can ask for it to be reconsidered by the RCPO's Director.
Part 6: The Parliamentary Ombudsman
You can at any time ask an MP to refer your complaint to the Parliamentary Ombudsman. The Ombudsman is independent of Government. For further information about the Parliamentary Ombudsman please contact:
The Parliamentary Commissioner for Administration Millbank Tower Millbank London SW1P 4QP
Helpline: 0845 015 4033 Enquiries: 020 7217 4163 Fax: 020 7217 4160 Email: OPCA.Enquiries@ombudsman.gsi.gov.uk
Part 7: Reference Documents and Further Reading
Freedom of Information Publication Scheme
How we use information about you
The RCPO Race Equality Scheme
Part 8: Do you have any comments?
We would be pleased to receive any comments or suggestions you may have about this Code. Please send these to: -
The Head of Communications Revenue and Customs Prosecutions Office New King's Beam House 22 Upper Ground London SE1 9BT