Claim Childcare Service compensation

Check if you're eligible for 'top-up' refund if you’ve been unable to access Tax-Free Childcare through your childcare account.


Childcare Service - government top-up refund


If you’ve been affected by technical issues, HMRC will try and fix your problem as quickly as possible. If we cannot, and 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

Before you start

If you are using an older browser, for example, Internet Explorer 8, you’ll need to update it or use a different browser. Find out more about browsers.

If you are still experiencing technical difficulties you can contact our Childcare service Helpline.

You’ll need to fill in the form fully before you can print it. You can’t save a partly completed form so we suggest you gather all your information together before you begin to fill it in.

Published 21 August 2017
Last updated 6 June 2018 + show all updates
  1. An updated form to claim Childcare Service 'top-up' refund has been added and a Helpline telephone number.
  2. Removed information about the Nanny Tax service being available soon, as the Nanny Tax service is live.
  3. The page and form have been updated to advise customers that they'll soon be able to pay tax and National Insurance payments for nannies using their childcare account.
  4. The content has been updated to clarify the compensation claim process.
  5. First published.