Complaints Handling Procedure

However, if you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by email, telephone or in writing. To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately, however, sometimes this may not be possible, so please allow up to five days. All complaints are logged onto our internal database system and you will therefore be given a unique reference number. We will therefore carry out a full and impartial investigation of the issues you raise. We hold information on the nature of the complaint, our actions to resolve it and the recommendations we make. Our Compliance Officer will write to you, either by email or by post, with the outcome. We hope that the response will be satisfactory and we can then close off the complaint. However, if this is not possible, a Corporation Tax Loans director will review the case to see if any further action can be taken.