The Tax Credit Office aims to provide a good service, but mistakes and delays can happen. You have the right to complain about poor service.
On this page:
If you've had a bad experience, let the Tax Credit Office know as soon as possible. You may want to complain about:
The Tax Credit Office is keen to learn from errors and put things right as quickly as possible.
As a first step, you should contact the Tax Credits Complaints Manager by:
It's not possible to send tax credits complaints by email.
Give as much detail as you can about your complaint, including:
If you write in, put 'Complaint' at the top of your letter and include your:
The Complaints Manager will look at your concerns and contact you - normally within 15 working days. They try to resolve most complaints at this stage.
If you're unhappy with the response from the Complaints Manager, you can ask them to look at your complaint again. They will:
You can do this in writing or by phone, but you can't get in touch by email.
If you're unhappy after your complaint has been looked at again, you can ask the Adjudicator to look into it. The Adjudicator is a fair and unbiased referee whose recommendations are independent.
The Adjudicator will only look at your complaint after you have first tried to resolve it with the Tax Credit Office.
You can also ask any MP to refer your case to the Parliamentary and Health Service Ombudsman. The Ombudsman normally expects you to have had your complaint considered by the Tax Credit Office and the Adjudicator, before they will consider your case.
If you need to complain the Tax Credit Office will:
You may be able to claim costs caused by the Tax Credit Office’s mistakes like:
They may make a small payment if: