Contact the office dealing with your claim if you’re unhappy with the service you’ve received - their details will be at the top of any letter from the Child Support Agency (CSA).

Explain what has happened, how this has affected you and what you want to happen to put things right.

The people dealing with your case will look at the issues you’ve raised. They should respond to you within 15 days.

You can get independent advice from Citizens Advice.

Complaints Resolution Team

If you’re not satisfied with the way that the people dealing with your case have handled things, or if there’s been an unreasonable delay, contact the Complaints Resolution Team.

The team will let you know they’ve received your complaint within 2 working days. They’ll try to sort out your complaint or agree how to sort it out within 15 working days.

If they think it may take more than 15 days to sort out a complaint, they’ll keep you regularly updated about progress and agree a timetable with you.

Complaints Review Team

If you’re not satisfied with the way that your complaint has been dealt with by the Complaints Resolution Team, or you think there has been an unreasonable delay, you can ask the Complaints Review Team to look at it.

The team will let you know they’ve received your complaint within 2 working days. They’ll try to sort out your complaint or agree how to sort it out within 15 working days.

If they think it may take more than 15 days to sort out a complaint, they’ll keep you regularly updated about progress and agree a timetable with you.

Independent Case Examiner

If you’re still unhappy after the Complaints Review Team have looked at the case, you can then ask the Independent Case Examiner to investigate - they’ll be impartial and this is free. 

If you’re unhappy with the response from the Independent Case Examiner, you can ask your MP to send your complaint to the Parliamentary and Health Service Ombudsman.

If a mistake has been made

If there has been a mistake, the CSA will:

  • apologise
  • explain what went wrong and why
  • make any changes needed to put it right

If you’ve been treated particularly badly, you may get compensation, a consolatory payment, or both. However, you don’t have a legal right to these.

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