Office Standards and Complaints Management in the NTT
Reviewed 6th March 2007
Office Standards in the NTT
Telephones
We will answer calls between the hours of 9.00am and 4.00pm. You may be able to contact us before and after those times in the various different regions, dependant upon the working patterns of staff.
When no-one is present in the office we will activate an answerphone and will respond to any messages left within 24 hours of our return.
We will answer calls within 5 rings and give you our names and location so that you know who you are speaking to.
We will ensure that any messages for colleagues who are not in the office are promptly passed on to them.
If you call us by mistake we will redirect you to the correct person if we can. If the number is busy we will give you the correct extension number for you to call back.
If there is no one available to speak to you in our outstations, you can contact the appropriate regional office who will take any messages and pass them on to the correct person as soon as possible.
Letters and emails
We will respond to letters received within 10 working days in line with HMCS policy. If we are unable to deal with your query substantively we will acknowledge receipt within 10 days and send you a substantive reply as soon as we are able.
We will process applications for hardship payments upon the day of receipt, and deal with urgent correspondence on the next working day that the person dealing with the claim is available.
0 We will to respond to emails within 5 working days of receipt. If the recipient is away from the office for longer than 5 days we will leave a message and respond upon our return.
We will acknowledge receipt of requests for re-determination or written reasons within 5 days of receipt.
We will respond to complaints received within 3 working days of receipt.
Public Events
We will identify ourselves by wearing name badges when you attend our office for events such as Open Days and Oral Representations.
We will publish details of how to access our regional offices on this website
Generally
Do you think that our joint arrangements for transferring work around the country benefits you?
Do we treat you fairly and sensitively?
Do you consider that these standards are meaningful and relevant to you?
Do you have any ideas on how to improve choices within the NTT? Please contact our Customer Service Manager with your comments.
We will continue to improve the service you receive from us by continuously monitoring our standards to ensure that we fulfil our commitments to you. We have already improved our service in response to complaints, compliments and suggestions received.
Complaints Management in the NTT
In the NTT complaints are dealt with in accordance with the HMCS customer service standards
We receive few formal complaints. We hope to prevent the need for complaints by taking action to resolve problems at an early stage.
We suggest that if you are unhappy with any aspect of our service, you can telephone the regional office concerned to discuss the problem. All contact details for the regions are on our website.
You can ask to speak to the Determining Officer involved in your case or the Regional Taxing Manager if necessary.
If you are dissatisfied with the response received you can put your complaint in writing to the Regional Taxing Manager.
In the event that this does not resolve your problem you can then write to or email the National Taxing Director.
We will within 3 working days acknowledge receipt of any complaint received and will send you a substantive reply as soon as possible.
If you have engaged with the NTT's complaints procedure please complete and return our service questionaire
Appeals against costs decisions of Determining Officers are dealt with within the framework of the relevant regulations. Within 21 days of notification of the Determination the practitioner may seek a redetermination, and if disatisfied with the result of the redetermination may obtain the Determining Officer's reasons in writing prior to making an appeal to the Costs Judge