Question to the HM Treasury:

To ask Mr Chancellor of the Exchequer, what assessment has been made of the performance of Concentrix in resolving complaints regarding how they have dealt with tax credit claims.

Concentrix are required to respond to any 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 HM Revenue and Customs.

Further details are available in section A21 of the Concentrix contract. The contract is in the public domain and can be found at: https://www.contractsfinder.service.gov.uk/Notice/85d1b730-5e4e-4be8-ae4c-3ac1f359afc7.

Concentrix’s contract requires them to respond 80% of these complaints within 15 working days; and to reply to 100% of complaints within 40 working days. From November 2014 to 12 October 2016, Concentrix have received 97 complaints. They replied to 61.86% within 15 days and 70.11% within 40 days.