The independent body that investigates complaints related to HM Revenue and Customs and the Valuation Office Agency has named Mike McMahon as its new adjudicator.
McMahon is currently head of office at the Adjudicator’s Office. He will replace interim adjudicator Paul Douglas from September. Helen Megarry left the office in March after seven years as adjudicator.
Before joining the Adjudicator’s Office in 2020, McMahon was an ombudsman at the Financial Ombudsman Service.
McMahon’s new role as adjudicator also involves overseeing the office’s work reviewing Home Office decisions related to the Windrush Compensation Scheme and complaints about the department’s handling of other compensation claims.
HMRC permanent secretary Jim Harra said he expected McMahon’s appointment to help drive improvement.
“The Adjudicator’s Office provides an essential service for HMRC and our customers – ensuring that rules, standards, guidance and codes of practice are applied fairly and consistently,” he said.
“The office also provides our organisations with feedback and insight that allows us to improve our services.
“I am confident that in addition to dealing with complaints, Mike will help our organisations to learn from complaints and address systematic issues.”
According to its most recent annual report, the Adjudicator’s Office received 950 complaints about HMRC in 2022-23, of which 47% were either fully or partially upheld. Fifty-seven complaints about the VOA were received, of which just four were upheld.
The report said 78 requests for reviews of Home Office decisions related to the Windrush Compensation Scheme were received during the year. A total of 110 Home Office investigations were completed during the period, seven of which resulted in cases being referred back to the department for reconsideration.