Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what steps he is taking to monitor the quality of the Adjudicator’s Office's interactions with applicants in the context of its work investigating complaints about HMRC.

The Adjudicator meets the Second Permanent Secretary, Director General for Customer Strategy and Tax Design and HMRC’s lead Non-Executive Director to discuss performance and to share insights, as referenced in the Service Level Agreement between HMRC and the Adjudicator's Office (AO), published on GOV.UK.

The Adjudicator is invited to attend HMRC’s Board at least annually, and any appropriate Board Committee, to keep them updated on customer service and complaint handling issues.

The Adjudicator publishes an annual report covering performance and how HMRC has handled complaints referred by its customers, including learning from complaints and providing insights. HMRC and the Valuation Office Agency publish an annual departmental response addressing the feedback and recommendations within the Adjudicator’s report.