Contact the Child Benefit Office if you want to complain about the service you’ve received, mistakes they’ve made or unreasonable delays.
How to complain
- complain online (you’ll need a Government Gateway account)
- call or write to the Child Benefit Office (telephone complaints are usually dealt with faster)
If you write, include:
- your National Insurance number
- your full name, address and telephone number
- details of what happened and when
- any reference numbers you’ve been given
- how you’d like your complaint settled
- the word ‘complaint’ at the top of your letter
The Child Benefit Office will usually respond within 15 working days.
If you’re unhappy with the response
Ask the Child Benefit Office to review their response - their letter will tell you how.
If you’re unhappy with the final decision, you can contact the Independent Adjudicator.
You may be able to claim reasonable costs (eg for postage, phone calls) if the Child Benefit Office admits they made a mistake - ask them for details.