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HMRC adjudicator publishes annual report

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The HMRC adjudicator, Judy Clements OBE, has published its annual report. During 2014/15 1,044 new complaints were received, compared with the 1,087 received in 2013/14. Of these, 1,808 were resolved and 85% upheld either partially or substantially with investigators mediated 39% of cases directly between customers and the department.

The largest proportion of complaints concerned tax credits and HMRC’s refusal to write off overpayments. Other complaints included PAYE issues around the refusal to apply extra statutory concession A19 to cancel tax arrears where HMRC have made a mistake.

HMRC customers remain the largest group of users of The Adjudicator’s services. The number of complaints referred to The Adjudicator by customers of the Valuation Office Agency and The Insolvency Service remain low, and to date no complaints about Pension Wise have been received. See