Generic complaints

• Notice on the form about benefit decisions stating that these are not a complaint and they must use the alternative Revisions or Appeals form to raise their issue
• Give the definition of a complaint and point them elsewhere for common other interactions (e.g. general enquiries, service requests)
• Can the MSD website make clear that the complaints function is for perceived complaint against the service provided, and appeals and revisions are another form. In summary a complaint is against service i.e. court action taken which is not seen as justified, whereas an appeal against Benefit/CTS/CT is effectively asking for a reduction of some kind.
• For Council Tax and Business Rates – it should be said any appeals against the refusal to award discounts/exemptions/reliefs are through the appeal form on MSD.
• This form should not be used to report a missed collection. You can report a missed collection here (if possible this should link to the Report it -missed collection form) * PCN complaint does not stop the clock on the PCN