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Second tier HMRC complaint

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I'd like to get some advice on the HMRC complaint process.
I was contacted within 15 days of making the complaint, as mentioned in their literature.
However, after two months of escalation to the second tier, I have not yet been contacted.
Is the 15 day wait not appropriate for the second tier?
On querying this, I am told that I have to wait in the queue.
Is this reasonable, or are they putting obstacles in the way of second tier complaints?

Comments

  • Dazed_and_C0nfused
    Dazed_and_C0nfused Posts: 13,789 Forumite
    First Anniversary First Post Name Dropper
    edited 13 January 2023 at 8:47PM
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    goodValue said:
    I'd like to get some advice on the HMRC complaint process.
    I was contacted within 15 days of making the complaint, as mentioned in their literature.
    However, after two months of escalation to the second tier, I have not yet been contacted.
    Is the 15 day wait not appropriate for the second tier?
    On querying this, I am told that I have to wait in the queue.
    Is this reasonable, or are they putting obstacles in the way of second tier complaints?

    Is your complaint warranted or (really) a waste of everyone's time?
  • goodValue
    goodValue Posts: 399 Forumite
    First Anniversary First Post Combo Breaker
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    It has certainly wasted a lot of my time, as it has been going on for a year, and HMRC keep on finding new ways of making me jump through hoops.
    I'm loath to go into the details as it would fill a few pages, and raises my blood pressure each time I think about it.
    After repeatedly doing what they asked of me, they have rejected my last set of documents though in doing so, they are going against their own rules!
    I don't think I need any advice on this last issue, as it is so clear cut.
    What I really need is advice on how to progress the complaint.
    Can they really keep me waiting indefinitely?

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