We currently have a client who came in to see us about TC overpayments and we requested more info from the Tax Credits office but surprise surprise...we still have no reply!


Clients circs:
CHB and CTC ceased on 24/08/2006. CHB was later reinstated for CHB extension period from 04/09/2006 - 06/11/2006 - surely the client should be entitled to CTC for this period too?????

We have written to the TCO asking for an explanation and have contacted them 07/02/2007, 12/03/2007/ and 11/05/2007 - and still no reply.

Ive tried looking at COP 26 - doesnt really help unless I've missed something

Can anyone come up with any brainwaves please????

Thanks

Not an unusual circumstance at all. Have you tried writing to the Customer Support Unit as part of the complaint process? They are at least supposed to acknowledge receipt of your correspondence and provide you with a named caseworker and direct line phone number for the complaint.

Thanks for the response

Yes we have actually got a named person dealing with the case. I have had to write to complaints again today. Basically the same guy who's assigned to the case is ignoring all our letters and still sending client irrelevant info such as no longer entitled to Tax credits which we were already aware of.

Do you know if there are any regulations or other helpful info i could cite to get a prompt reply?

My only other option is to do a super snooty letter which they're destined to ignore anyway!

In my experience the only way to deal with them is to play them at their own game, ie. if you have made a tier one complaint to CSU and received a response, but are not happy with it then send the next letter to the director's team. Don't get into a tennis match with a CSU worker, just at each stage of non-response or inadequate response to your issue, escalate the complaint to the next level. Ignore the pleas to contact them by phone if u wish to discuss the case further, just like they ignore what u ask for. As soon as u have a director's team response, if your not happy with it u can send the complaint to the adjudicator and at least at that stage you will get what it is you are asking for!!! In my experience citing regulations has little or no effect because the only law I think TCO staff are trained in by their bosses is "we are omnipotent". Sorry if this is not what your looking for, but I'm just calling it as I see it. Maybe someone else out there has another suggestion......

yes all I can say is I totally agree with you there!

Thanks for your help so far anyway!

and if there is any more good sugs it would be greatly appreciated!

Ring the part of HMRC you are dealing with (the complaints team) and ask to speak to the Complaints Manager and say you formally want to complain about their complaints handling in addition to the complaint itself.

HMRC have just published their latest rules on Complaints. It is here:

http://www.hmrc.gov.uk/factsheets/complaints-factsheet.pdf

Standard HMRC policy says that complaints should be dealt with within 15 days.

YOU'RE A STAR JOHN!

THANKS

OH AND THE CAPS WAS INTENTIONAL TOO TO SHOW MY APPRECIATION! ;-D

I have two cases with the Adjudicator - both sent there last October. Two weeks ago I asked them what was happening. They have still not got the TCO report on either case, & I was told it is taking at least 6 or 7 months for TCO to produce these reports.

So by all means get to the Adjudicator if you have to (& it sometimes seems the only way of getting any sense) but be prepared for a long haul.

Conservative MPs who are keen to get at Gordon (or more especially Dawn) can be very useful too - who represents your client?

unfortunately a labour devotee! Mr Andy Burnham. is that useful for you?

only if he's a bit of a dissident, possibly genuine Old Labour when it meant something.