Comments, compliments or complaints
In line with the States of Guernsey Customer Charter we aim to provide a service that is:
- Courteous and fair
- Timely and efficient
- Accessible and provides appropriate choice
- Accurate and relevant, and
- Provides the opportunity to give feedback and be heard
As such we provide an opportunity for our customers to give feedback in the form of comments, compliments or complaints via the States of Guernsey Customer Feedback Form. Before completing this form we ask our customers to familiarise themselves with the Providing Feedback - Guidance for Customers document.
Complaints about the time taken to receive an assessment
It's well known that the Revenue Service has a considerable backlog of work and our priority is to clear this backlog in systematic order. We know some customers have been justifiably frustrated with the delays waiting for assessments. To make sure that we are fair to all our customers and deliver an efficient service, we are working through this backlog in date order starting with 2019 and 2020 returns. As our teams deal with a number of different types of return which are processed at different rates, some returns are more complex and take longer than others. Where applicable, online returns are prioritised over paper ones.
When customers request a status update for their assessment it requires staff to move their focus away from this priority work, and unfairly delays those customers whose assessments are waiting in that work queue. To make sure we use our resources efficiently and in line with the Customer Charter, any enquiry about the status of a 2021 or 2022 return receive a standard reply stating that we are unable to check assessment status queries at this time. Similarly, a complaint concerning the time taken to process 2021 or 2022 returns will receive a response but will not result in those returns being fast tracked or 'queue jumping'.
As of 1 November 2023, the following charges will be applied to cover administrative costs incurred in producing the following documents.
Contributions record or employment history £40
To apply for a contributions record or employment history please pay £40 by BACS transfer to account number 67037135 sort code 60-09-20 quoting reference CRBrecs/your surname (eg CRBrecs/Lepage) or call 225700 to make a payment by phone. Then fill in your details via the online form on the right hand side of this page (the green button labelled 'applications for record of contributions or employment history'). You must pay and fill in the form before your request will be processed. Alternatively, you can visit the customer counter at Edward T Wheadon House where you can fill in a paper form and pay at the counter by cash or card.
Tax residency certificate £40
There are various different kinds of tax residency certificate. Please email your name, address, tax reference number and a brief description of why you need the certificate and which years it should cover to firstname.lastname@example.org. You will then be advised which certificate would be suitable and how to pay.
Pension recognition letter £100
To apply for a pension recognition letter please email email@example.com.