That's interesting Tony.
In my past cases, where I have written, the response has always come to me and never to the claimant.
I think, although will double check with HMRC, that all dispute responses (including to directly to claimants from other CSSG teams) should carry direct dial numbers to the person making the decision.
I suppose if the letters are better in picking up and answering points raised, there may be less need for phone calls.
Victoria
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