Common use of Generic Standards Clause in Contracts

Generic Standards. For the purposes of the Programme, suppliers will be expected to: apply the spirit of the HMRC complaints handling process; manage complaints within the same timescales as those expected of HMRC; enable escalation of unresolved complaints; provide customers with details of their complaints handling policy on receipt of a complaint. This should include details of the escalation route for unresolved complaints; and provide a named contact for managing complaints. Xxx Xxxxxx (Complaints Manager) will be the HMRC contact. See Annex 1 for contact details HMRC definition of a Complaint HMRC defines a complaint as a written or verbal expression of dissatisfaction that is not resolved at initial contact. ‘Resolved at initial contact' should be interpreted as meaning that the matter can be sorted out quickly and informally with the customer, usually at the point of contact. Expressions of dissatisfaction which should be recorded as complaints will include those where: the debtor says they are making a complaint; there may be no mention of the word complaint but it is clear that the customer is unhappy with the way their affairs have been handled. Whether the complaint concerns an unreasonable delay, a mistake they feel could have been avoided, or how they have been dealt with, HMRC are keen to learn from errors and put things right as quickly as possible. Customers can make their complaint by letter, phone, fax or in person. They should summarise what they think has gone wrong and what they think should be done to put it right. HMRC will look at the debtor’s concerns and contact them as soon as possible - normally within 15 days. HMRC will normally expect to resolve most complaints at this stage. If debtors are unhappy with our response they can ask us to look at the complaint again. A senior officer who has not been involved will: take a fresh look at it and how we have handled it and give a final decision If the customer is still unhappy they can ask the Adjudicator to look into the complaint. The Adjudicator is a fair and unbiased referee, independent of HMRC. If the customer is still unhappy with HMRC's or the Adjudicator's handling of the complaint, they can ask any MP to refer their case to the Parliamentary Ombudsman. HMRC are keen to help if there are complaints and will deal with customers in a friendly and professional way. We will: treat the complaint seriously and keep it confidential not treat the customer differently from other people just because they’ve made a complaint not discriminate against them for any reason Service is the way in which customers are dealt with, e.g. through courteous and timely communication. It is very important that suppliers understand that there is a difference between a complaint about service and an explanation or reconsideration of a decision. Occasionally there is a complaint about service within a request for an explanation or reconsideration. In these cases the former is dealt with by the complaint process and the latter is dealt with by the HMRC interface team. On other occasions where there is a complaint about a DCA’s service and/or HMRC service, dependant upon where the complaint has been received ownership and hand off procedures must be considered. All Suppliers will aim to resolve any complaint within 15 working days from receipt of complaint. Responses will be in the most appropriate format, wherever possible in writing. If the complaint cannot be resolved within 15 days the customer will be informed of the reasons for delay and when they can expect a full response.

Generic Standards. For the purposes of the Programme, contract suppliers will be expected to: apply the spirit of the HMRC complaints handling process; manage complaints within the same timescales as those expected of HMRC; enable escalation of unresolved complaints; provide customers with details of their complaints handling policy on receipt of a complaint. This should include details of the escalation route for unresolved complaints; and provide a named contact for managing complaints. Xxx Xxxxxx (Complaints Manager) will be the HMRC contact. See Annex 1 for contact details HMRC definition of a Complaint HMRC defines a complaint as a written or verbal expression of dissatisfaction that is not resolved at initial contact. ‘Resolved at initial contact' should be interpreted as meaning that the matter thematter can be sorted out quickly and informally with the customer, usually at the point of contact. Expressions of dissatisfaction which should be recorded as complaints will include those where: the debtor Debtor says they are making a complaint; there may be no mention of the word complaint but it is clear that the customer is unhappy with the way their affairs have been handled. Whether the complaint concerns an unreasonable delay, a mistake they feel could have been avoided, or how they have been dealt with, HMRC are keen to learn from errors and put things right as quickly as possible. Customers can make their complaint by letter, phone, fax or in person. They should summarise what they think has gone wrong and what they think should be done to put it right. HMRC will look at the debtorDebtor’s concerns and contact them as soon as possible - normally within 15 days. HMRC will normally expect to resolve most complaints at this stage. If debtors Debtors are unhappy with our response they can ask us to look at the complaint again. A senior officer who has not been involved will: take a fresh look at it and how we have handled it and give a final decision If the customer is still unhappy they can ask the Adjudicator to look into the complaint. The Adjudicator is a fair and unbiased referee, independent of HMRC. If the customer is still unhappy with HMRC's or the Adjudicator's handling of the complaint, they can ask any MP to refer their case to the Parliamentary Ombudsman. HMRC are keen to help if there are complaints and will deal with customers in a friendly and professional way. We will: treat the complaint seriously and keep it confidential not treat the customer differently from other people just because they’ve made a complaint not discriminate against them for any reason Service is the way in which customers are dealt with, e.g. through courteous and timely communication. It is very important that suppliers understand that there is a difference between a complaint about service and an explanation or reconsideration of a decision. Occasionally there is a complaint about service within a request for an explanation or reconsideration. In these cases the former is dealt with by the complaint process and the latter is dealt with by the HMRC interface team. On other occasions where there is a complaint about a DCAContractor’s service and/or HMRC service, dependant upon where the complaint has been received ownership and hand off procedures must be considered. All Suppliers will aim to resolve any complaint within 15 working days from receipt of complaint. Responses will be in the most appropriate format, wherever possible in writing. If the complaint cannot be resolved within 15 days the customer will be informed of the reasons for delay and when they can expect a full response.