In this section:
- Paid too much or not enough tax credits
- Where to start if things go wrong with tax credits
- Reasons why your tax credits might go down or stop
- Tax credits - how to complain
- Appealing against a tax credit decision
- Tax credit penalties
- Tax credit enquiries
- Tax credit fraud
Where to start if things go wrong with tax credits
The Tax Credit Office aims to provide a high quality service to all its customers. We aim to handle your claim quickly and accurately, and above all, we want to help you if things go wrong.
Things that might go wrong
You may feel that things have gone wrong if:
- the information on your award notice is wrong
- the personal details shown on your award notice don't reflect your current circumstances
- the amount we've paid you does not match the payments shown on your award notice
- your payments have stopped unexpectedly
Your award notice
When we first pay you, or make a change to your existing tax credit payments, we will send you an award notice. This tells you how much money you will receive based on the information you gave us.
It is important that you check your award notice when you get one. Use the checklist provided to tell us if anything is wrong, missing or incomplete, or if there's anything you don't understand. You can do this by calling the Tax credit Helpline on Tel 0845 300 3900 or textphone 0845 300 3909. You should do this within a month of getting it.
If you tell us that there is a mistake on your award notice, we will put it right and send you a new one.
Checking your tax credits award notice
Your payments
It is important to check the amount of money going into your bank account. Your award notice will show your first payment, plus the amount to be paid every week or every four weeks. If a payment doesn't match the amount on your award notice call the Tax Credit Helpline as soon as possible on Tel 0845 300 3900 or textphone 0845 300 3909.
We will check whether we have calculated your award correctly based on the information you gave us.
If your payments have stopped altogether, it could be because:
- a child reaches 16 but you haven't told us they're staying in education or training
- you've changed your bank account but not told us
- you haven't renewed your tax credits
For help with why your payments have stopped, call the Tax Credit Helpline on Tel 0845 300 3900 or textphone 0845 300 3909.
Reasons why your tax credits might go down or stop
Your personal details
We work out how much to pay you from what you tell us about your income and family circumstances, therefore it's really important that you tell us about any changes straight away.
There are some changes you have to tell us about within a month. The checklist that came with your award notice will tell you which ones. It's also a good idea to tell us about any other changes straight away to avoid an overpayment. You can tell us about any changes in circumstance by calling the Tax Credit Helpline on Tel 0845 300 3900 or textphone 0845 300 3909.
When you contact us we will record what you have told us and send you a new award notice within 30 days.
Tax credits: how and when to tell us about changes
Other help you might need
You might need help from the Tax Credit Office if:
- you're unhappy with our decision about an overpayment
- you can't afford to repay an overpayment
- we've asked you to pay a penalty
- we're carrying out an enquiry into your award
- you're unhappy with our service
Overpayments
If you don't agree you should pay back an overpayment, you have the right to dispute our decision.
If you can't afford to repay an overpayment please call the Tax Credit Payment Helpline on Tel 0845 302 1429.
How to dispute a tax credits overpayment
Find out what to do if you're having difficulty repaying an overpayment
Penalties
We may charge you a penalty if:
- you haven't told us about a change in your circumstances when you should do so
- you've given us wrong information about your tax credits claim
- you don't give us information or evidence that we ask for
You do have the right to appeal against any penalty.
Tax credit enquiries
If we decide to check your award during an enquiry, we'll write to you and explain what will happen. We'll also:
- ask for more information to help us understand your circumstances
- look at your award or claim in full
- explain your rights
If you're worried about this or you don't have all the information we've asked for, call the Tax Credit Helpline on Tel 0845 300 3900 or textphone 0845 300 3909.
Tax credit appeals
You can appeal against a decision when:
- you think a decision is wrong
- your award doesn't take into account a change of circumstances
- your award is reduced or has stopped
- you don't agree with a penalty notice
- you've been charged interest
It's always worth talking to us about the problem before you make an appeal. So please contact us first to see if we can put things right. Call the Tax Credit Helpline on Tel 0845 300 3900 or textphone 0845 300 3909.
Appealing against a tax credit decision
How to complain
If you're not happy with our service please get in touch with us as soon as possible. We'll try to put things right as quickly as we can.
If you're still unhappy, ask for your complaint to be passed on to the Complaints Manager.
Independent help
If you'd like help and advice you could talk to an organisation like Citizens Advice or Community Legal Advice.
You can ask them to talk to us on your behalf. But we can't talk to anyone without your permission. If you do ask someone to act for you, please write and tell us:
- the name and address of the person
- the address and contact details of the organisation acting for you
You can write to us at:
Tax Credit Office
Preston
PR1 0SB
Contact Community Legal Advice
More useful links
Tax credits - rights and responsibilities
Download a leaflet 'What happens if we have paid you too much tax credit?' (PDF 105K)
