If you’ve been affected by technical issues in your Childcare Account for either Tax-Free Childcare or 30 hours free childcare, HMRC will try and fix your problem as quickly as possible.
If we cannot, you may be able to claim:
- a refund of the Tax-Free Childcare top-up by completing this form
- compensation for 30 hours free childcare by writing to us
Tax-Free Childcare top-up refund
If you’ve paid for childcare without receiving your government top up, we’ll refund the payment due, if:
- you’ve been unable to complete your application for Tax-Free Childcare
- you’re unable to access your childcare account
We’ll also consider refunding any reasonable costs directly caused by:
- the service not working as it should
- our mistakes
- any unreasonable delay, within our control
Complete this form, then print and post it to HMRC. You can also email HMRC to ask for this form in Welsh (Cymraeg).
Before you start
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If you’re still experiencing technical difficulties you can contact the Childcare Service Helpline.
You’ll need to fill in the form fully before you can print it. You cannot save a partly completed form.
30 hours free childcare compensation
You may be able to claim compensation if you applied or reconfirmed before the relevant term start date for 30 hours free childcare (1 September, 1 January or 1 April), but technical issues meant you:
- received your 30 hours eligibility code on or after the relevant term start date for 30 hours free childcare
- were unable to take up a 30 hours free childcare place
- have paid out for childcare that would have been free
The term start dates for 30 hours free childcare are separate to school term start dates.
How to claim
If you think you’re eligible for compensation for 30 hours free childcare, you need to write to us at:
HM Revenue and Customs
Your letter must include:
- your full name
- your address, including postcode
- details of what happened that stopped you getting 30 hours free childcare - this includes any evidence that shows you applied ahead of the relevant deadline
- evidence of any payments you made for childcare, such as copies of bank statements or receipts
You should also include details of the bank or building society where you want any compensation to be paid, including the:
- name of the bank or building society
- account holder’s name
- account number
- sort code
- building society roll number (if applicable)
You’ll get a decision within 28 working days.
If you’re due a refund, and you get Universal Credit or tax credits, you’ll need to report a change of circumstances, including the amount paid back to you to: