The Adjudicator & Ombudsman

Resolving the Disputes

If you wish to make a complaint against the taxman and have exhausted their standard procedure, we can help you apply to the tax ombudsman

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The Tax Ombudsman Service


HMRC and the Valuation Office (VOA) do not always get things right, so don’t be put off from complaining if you have a legitimate concern. Our team of experienced tax accountants will assist and advise you every step of the way if you wish to make a complaint to the Adjudicator or the Ombudsman. If you plan to make a complaint to the Adjudicator, make sure you have allowed HMRC due time and opportunity to address and resolve the matter themselves. You or your specialist accountant cannot contact the Adjudicator before completing stage one and two of either HMRC or VOA’s respective complaints procedure. If you make a complaint to the Financial Ombudsman, either online or via the phone, about an ongoing dispute or malpractice of an institution, the Ombudsman will investigate the matter and attempt to resolve the situation, normally through mediation or issuing recommendations, either non-binding or binding.

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The Tax Adjudicator provides an independent service to review complaints by taxpayers and tax agents that have not been resolved satisfactorily by HMRC. They examine if HMRC acted fairly and followed proper procedures in handling the matter.

You can contact the Adjudicator if you remain unhappy with HMRC’s response after going through their own complaints process fully. The Adjudicator expects you to have pursued and exhausted HMRC’s handling of the dispute first.

They review various tax administration complaints including issues with tax codes, penalties, debt collection, delays and poor or misleading advice provided by HMRC. The Adjudicator cannot examine legal interpretations or change tax legislation.

The service is free for taxpayers and advisers. There are no charges to escalate complaints about HMRC’s standards of service to the independent Tax Adjudicator.

Typical outcomes can be an apology or explanation from HMRC, a review of their position, correction of errors or procedural improvements. While the Adjudicator cannot overturn tax decisions, their review may prompt HMRC to reconsider their stance in some disputes.

The final recourse is the Parliamentary Ombudsman who reviews complaints about government departments. They assess if injustice remains after the Adjudicator’s involvement. This further step is needed only in rare cases.

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