Complaining about the Child Maintenance Service

Summary

The kinds of things you can complain about include: * mistakes - for example, if they lose your documents * bad advice - like mistakes in the calculation or not explaining arrears figures * difficulty contacting the CMS - for example, if you have to wait a long time before talking to someone * being discriminated against - find out more about discrimination by public organisations Before you complain you should have an idea of what you want the CMS to do. * change the way they do things - this will help other people You should contact the CMS. You can call or write to them. You can also contact the CMS using your online account, if you have one. You’ll need the 12-digit reference number that begins with ‘121’ on any letters the CMS has sent you. You can access your online account on GOV.UK. Ask to speak to or write to the person dealing with your case or their manager. Tell them why you’re unhappy. Give them as much detail as you can. It’s best to write so you have a written record of your complaint. If you write, put ‘Complaint’ at the beginning of your letter. Keep a copy of your letter and any reply you get - you might need them if you need to take your complaint further. You.

Key information

• •mistakes - for example, if they lose your documents
• •a long delay dealing with your case
• •bad advice - like mistakes in the calculation or not explaining arrears figures
• •delays in taking enforcement action
• •difficulty contacting the CMS - for example, if you have to wait a long time before talking to someone
• •not providing you with a translator
• •being discriminated against - find out more about discrimination by public organisations
• •change the way they do things - this will help other people
• •any action the CMS said they’d take
• •your name, address, date of birth, CMS reference number and contact details
• •photocopies of any correspondence - make sure you keep the originals
• •a summary of the complaint and accurate details of dates and events - like dates of phone calls and contacts with CMS staff

Practical guidance

• •Source: [Complaining about the Child Maintenance Service](https://www.citizensadvice.org.uk/family/children-and-young-people/child-maintenance1/contacting-the-cms/complaining-about-the-child-maintenance-service/)

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