| |
Top tips for dealing with the Child Support Agency
|
|
| |
Reviewed 05/10/06
We know from speaking to many lone parents that dealing with the Child Support Agency can often be frustrating and emotionally draining. Sadly, there are no magic solutions to the many problems that can arise, but here are our top tips for moving matters on and getting a result.
1. If possible keep a copy of your child support application and a record of the date it was submitted. If you apply as part of your Income Support claim, ask for a receipt when you hand in your form. Sad to say, the CSA has been known to lose applications. If you can prove you sent your application in, and there has been a delay as a result of the application being lost, you may be able to get financial compensation.
2. Chase the CSA at regular intervals. In practice, the Agency only takes action on cases where the parent is actively chasing them. So do ring them regularly to find out what is happening and what action is being taken. Don’t let them off the hook!
3. Keep copies of any letters and notes of any telephone calls and who you spoke to. This can prove useful if you want to complain, claim financial compensation from the Agency (for example, for unjustifiable delay, financial loss or severe distress/inconvenience) or demonstrate to an MP or tribunal the steps you have already taken to keep in touch with the Agency and get your case resolved.
4. Make a complaint if you think you are getting poor service. For example, you are unhappy at the way you have been treated by staff on the phone or at an interview; or there have been errors or delays in dealing with your application, or in taking action to locate the non-resident parent or in chasing up and enforcing late and missing payments. Complaining can help get your case sorted, it can lead to an apology, and in some cases financial compensation. By complaining, you might also be preventing the same problem happening to others in the future. The first step is to write or phone the Complaints Resolution Team at the regional CSA Centre dealing with your case, setting out in detail your complaint and what you want done about it (keep a record of what you say). The CSA have a leaflet CSL 119 How to Complain About the CSA which is available from their website www.csa.gov.uk . We also produce a factsheet Appeals, Changes and Complaints for lone parents who are using the CSA. Call our Lone Parent Helpline 0800 018 5026 for a copy.
5. If there is no reply to your complaint or you are unhappy with the reply, complain to a higher level. The next stage is to complain to the Area Director of your CSA Centre. If you are still unhappy, or there is still no reply, you should write to the Chief Executive of the Child Support Agency (see useful addresses below). If, after receiving a response from the Chief Executive, you feel the matter is still unresolved, you can complain to the Independent Case Examiner (ICE). She and her team can investigate the case, seek to resolve it and make recommendations to the CSA, for example, for financial compensation. See www.ind-case-exam.org.uk or useful addresses below.
6. Involve your local Member of Parliament. Sometimes, by asking your MP to take up your case, it gets looked at again by someone in the CSA at a higher level and things get resolved, and in some cases, compensation paid. MPs can also ask the Minister responsible for child support to have your case looked into, hopefully leading to action. You can find out who your local MP is by visiting the parliamentary website www.parliament.uk or by asking at your local library or town hall. Your MP can also refer your case to the Parliamentary Ombudsman, who investigates cases of maladministration.
7. If you are unhappy about a decision or think it is wrong, ask for a revision or consider an appeal to an independent tribunal. For example, a tribunal can decide that the amount of maintenance due to you should be increased because the non-resident parent’s declared income is inconsistent with his/her lifestyle. Our booklet Maintenance Through the CSA tells you about how the child support scheme should work and what the rules are. We also publish a factsheet which explains the procedure for challenging a CSA decision. Call our Lone Parent Helpline 0800 018 5026 for copies.
8. If stuck, seek independent advice. Our Lone Parent Helpline is open Mondays–Friday 9am–5pm, Wednesdays 9am-8pm on 0800 018 5026. The Helpline can tell you when our advisers are available. Local advice agencies such as the Citizens Advice Bureau may also be able to help. You can find out the address of the CAB in your area through the citizens advice website www.citizensadvice.org.uk.
|
...Back to previous page
|
|
| |
|
|
|
|
|
