Frank Field – 2016 Parliamentary Question to the HM Treasury

The below Parliamentary question was asked by Frank Field on 2016-01-06.

To ask Mr Chancellor of the Exchequer, what the (a) average and (b) contractually-specified maximum length of time is that a claimant has to wait for their complaint to be resolved by Concentrix.

Mr David Gauke

Concentrix are obliged under their contract with HM Revenue and Customs (HMRC) to respond to complaints which relate to the quality of their handling of compliance interventions, as distinct from complaints on the substance of these investigations which are dealt with by HMRC.

Their contract requires them to respond 80% of these complaints within 15 working days; and to reply to 100% of complaints within 40 working days. So far during 2015/16, Concentrix have received eight complaints. They replied to six of these (75%) within 15 days and seven (87.5%) within 40 days.