Information Rights Unit
S1727
8 Floor
David Collingwood
Central Mail Unit
Newcastle Upon Tyne
By email:
NE98 1ZZ
xxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxx.xxx
Email
xxx.xxxxxxx@xxxx.xxx.xx
Web
www.gov.uk
Date: 14 March 2024
Our ref:
FOI2024/17171
Dear David Collingwood,
Freedom of Information Act 2000 (FOIA)
Thank you for your request, which was received on 19 February, for the following
information:
“Please provide the total volume of complaints received by HMRC as a result of processing
delays (e.g., delays in replying to correspondence, processing claims etc).
Of this, please provide the number of complaints which were upheld and resulted in
compensation / redress being paid as a result.
Of those that resulted in compensation, please provide the average, mean and modal
values. Data is requested for the 2021,2022 and 2023.”
Our response
We can confirm that we hold the information requested. Please refer to the tables below
which detail complaints received during the tax years 2020-21, 2021-22 and 2022-23,
categorised under delay on our recording system.
Tier 1
2020-21
2021-22
2022-23
Delay Complaints
14,596
20,501
33,838
Upheld – Redress Paid
1,957
2,297
4,433
Average/Mean Paid
£150.28
£147.69
£136.09
Modal Paid
£50.00
£50.00
£50.00
Tier 2
2020-21
2021-22
2022-23
Delay Complaints
373
616
1,072
Upheld – Redress Paid
129
193
309
Average/Mean Paid
£248.55
£162.55
£371.14
Modal Paid
£50.00
£50.00
£100.00
Please note, we cannot separately identify complaints where delay occurred specifically at
the processing stage. These volumes could therefore include cases where any delay
occurred at the complaint handling stage.
If you need extra support, for example if you have a disability, a mental health condition, or
do not speak En
glish/Welsh, go to www.gov.uk and search for ‘get help from HMRC’.
Text Relay service prefix number – 18001
OFFICIAL
It is also worth noting that the increase towards the end of 2023 and 2024 is also, in part,
attributable to a different way of recording the reasons for complaints since the introduction
of a new complaints handling system. Prior to March 2023, only the prime reason for the
complaint could be noted on the record. However, since March 2023 complaints can have
more than one reason attributed to them so all complaints where delay is merely a factor will
be included from that date.
If you are not satisfied with our reply, you may request a review within 40 working days of
receiving this letter by emaili
ng xxxxxxxxxxxxxxxxxxxxx@xxxx.xxx.xx or by writing to our
address at the top.
If you are not content with the outcome of an internal review you can
complain to the
Information Commissioner’s Office.
Yours sincerely,
HM Revenue and Customs
2 OFFICIAL
