CRG1050 - Introduction: The role of CPST and CCAST

Throughout this guidance you will find reference to two HQ teams: the Complaints Policy and Strategy Team (CPST) and the Central Complaints Advice and Support Team (CCAST). CPST is housed in Central Customer & Strategy Directorate, while CCAST is housed in Customer Directorate. The two teams work closely together and their roles are complementary.

CPST is responsible for:

  • policy and guidance on complaints, including redress, and how they are handled in HMRC.
  • monitoring changes in customer needs and government policy and making sure our complaint policies and guidance keep pace.
  • the Service Level Agreement (SLA) with the Adjudicator.
  • measuring and reporting on complaints handling performance across HMRC.
  • the HMRC complaints handling system 바카라 사이트“ CHART and ECCS.

Please note we have responsibility for complaints policy only and we are unable to advise about any other specific policy issues.

If you have a query about an operational policy, please consult the for the appropriate contact.

CCAST is responsible for:

  • giving advice on specific cases, including issues concerning financial redress, to business areas across the department, aiming to respond within 5 working days.
  • helping with complex or contentious cases to ensure decisions are robust and reflect policy intention
  • providing the link between operational complaints handling teams and CPST by feeding operational issues and experiences into the policy making process
  • supporting robust complaints handling within business areas
  • supporting the Adjudicator바카라 사이트™s and Ombudsman바카라 사이트™s handling of case enquiries, giving advice and helping to achieve an agreed outcome
  • supporting the Processing business in developing a system for learning lessons from complaints
  • devising and delivering workshops on improving complaints handling, including financial redress issues and letter writing
  • providing assurance to CPST that policy is fit for purpose and is being implemented reasonably and consistently across HMRC.