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Revenue and Customs: Complaints

Volume 498: debated on Monday 2 November 2009

To ask the Chancellor of the Exchequer how many complaints HM Revenue and Customs and its predecessors received in each year since 1997; how many of those complaints were upheld in each such year; how many such complaints resulted in a repayment; and if he will make a statement. (296663)

Data on complaints received by HM Revenue and Customs (HMRC) and its predecessor Departments are published in the relevant annual reports covering the years stated, available at:

http://www.hmrc.gov.uk/about/reports.htm

and

http://www.hmrc.gov.uk/about/annual_reps.htm

The number of complaints upheld and partially upheld is only available for the years 2007-08 and 2008-09 as follows:

Upheld

Partially upheld

2007-08

32,538

9,541

2008-09

28,346

7,630

Data on the number of upheld or partially upheld cases that result in repayments is available only at disproportionate cost as HMRC’s systems do not capture this automatically.