Council tax and housing benefits support
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
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