Helen has been HMRC’s independent Adjudicator since 2016, overseeing an effective independent tier of our complaint process and helping the department to address issues around reputation, transparency and public trust. During that time, she has played an influential role in shaping how HMRC and the Valuation Office Agency (VOA) respond to and learn from complaints supporting HMRC to move closer to achieving its Charter Standards.
During Helen’s tenure she has successfully led the Adjudicator’s Office through challenging times including the pandemic, whilst championing the voice of the customer to improve customer experience in HMRC and the VOA.
Work is underway to recruit and appoint a new Adjudicator.