Home > Child Support & Family > What Happens When the CSA/CMS Gets it Wrong?

What Happens When the CSA/CMS Gets it Wrong?

By: Anna Martin - Updated: 13 Feb 2018 | comments*Discuss
 
Complaints Review Team Csa Child Support

As with any organisation that relies heavily on administrative resources, the Child Support Agency or Child Maintenance Service may, from time to time, cause parents to become frustrated, disappointed and annoyed. A parent with care may express concerns over the lateness of payment distribution or the lengthy application process, whereas the non resident parent may feel stressed at having to provide so much personal information. Understanding there are times when the CSA/CMS gets it wrong will help parents deal with resolution.

How To Complain About Service

The first thing a parent should do, if they are not satisfied with the level of service the CSA/CMS provides, is to contact them direct. Contact can be made by phone or in writing. Communicating in writing provides the parent with a visual record which can be presented at a later date if required. When writing a letter of complaint it is worth photocopying the original letter, if a PC document is not used and stored.

If CSA/CMS staff are unable to resolve the issue and a parent wishes to pursue the matter further, details of the individual’s case will be forwarded to the Complaints Resolution Team.

Taking A Complaint Further

Once a parent has received a response, to their complaint, from the Complaints Review Team they have the option to take the matter further by writing to the Independent Case Examiner. This service is free to all parents, although the Independent Case Examiner will only consider accepting a case if they are satisfied the complaint has been reviewed appropriately and according to strict guidelines. In order to use this service however, parents must contact the Independent Case Examiner within six months of receiving the Complaints Review Team’s response.

Appealing Against A Decision

If a parent feels a decision is unjust or unacceptable they must contact the CSA/CMS and ask them to explain their decision. Parents can also request a formal appeal. It is worth bearing in mind that any new decision that the CSA/CMS make may increase or decrease the amount of payable maintenance.

Whilst the decision is being examined, the original decision remains in force and all maintenance payments will be collected and distributed accordingly.

Are Parents Compensated?

A complaint may highlight a lengthy period of processing, incorrect information or even a serious mistake. This is formally known as maladministration, and if this occurs an apology is usually not enough. Some parents may have lost money through the Child Support Agency’s or Child Maintenence Service's negligence and will expect to be compensated for the inconvenience.

In cases where financial compensation is paid out this will be treated as part of handling the complaint. A parent, however, has no legal right to compensation and must wait to have their complaint assessed. The CSA/CMS decide this by using a set of rules that have been agreed by the HM Treasury and the National Audit Office.

In the financial year 2006/07 the CSA paid out around £3.5m in compensation to parents.

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Rick - Your Question:
I have shared care of my son 2 nights a week.From the 4th of June 2015 the shared care stopped neither I or my ex partner don't know why as we have not contacted about any change.When contacting CMS about this they agreed that they have made an error and will need to look into it as it should have just carried over but it hasn't. So at some point they will be owing monies to myself will they just deduct it from monthly payments or am I entitled to have the monies paid back in full

Our Response:
We do not have any information on CMS administrative procedures. You would have to ask CMS this question directly.
ChildSupportLaws - 16-Feb-18 @ 1:54 PM
I have shared care of my son 2 nights a week.From the 4th of June 2015 the shared care stopped neither I or my ex partner don't know why as we have not contacted about any change.When contacting CMS about this they agreed that they have made an error and will need to look into it as it should have just carried over but it hasn't. So at some point they will be owing monies to myself will they just deduct it from monthly payments or am I entitled to have the monies paid back in full
Rick - 13-Feb-18 @ 10:14 PM
I was late to Appel the amount against me with the csa I've been told that's it's tuff and I have to live with it They say I o 24'000 and they base their figures on a 20'000 I earn as a van driver 1st a van driver earning that (find me a job csa) 2nd I earn 16500 sent pay slips in and they said it's to late
Kiemac - 9-Feb-18 @ 5:30 PM
AL - Your Question:
HI, looking for advice, i'll try keep it short, I have bee informed by letter my case is now closed as my child is 20, over the years I have been audited quite a few times, even at the request of my ex, I payed via DOE and all adjustments where put to my work when they implemented it, Case was closed in Sept 17, I have still been getting money taken off me since then, I was on the phone to them and I got a letter in the post, stating that there are arrears outstanding, I brought this to the CSA agent's attention, as in the letters it states IF arrears are found they will contact me to offer breakdown etc etc, I said to the agent who put me on hold and came back rather sheepishly that they did not stop the DOE when the case was closed knowing that the case was closed and that is when I questioned about the so called arrears again she put me on hold, when she came back she said they Audit my case in the reimbursement dept and spotted an error ( That they said was their error ) from 2012, again I questioned them as I have been audited at least twice since 2012 and why wasn't this error spotted? as when ever they had increased my payments they always increased more that the new amount stating then went down to the new amount, it seems when they owe money they suddenly do an audit and find out they are arrears, now the letter is dated 02/02/18 which means they have probably spotted that they were still receiving money and over the last 2 weeks suddenly done an audit to find an amount which over the phone was significantly more that the letter stated ( a 4 months after my case was closed )Would I be right to assume that closing a case and not ending the DOE and continuing and knowing that monies is being taken would that constitute Fraud in any way and with all the audits I have been through suddenly their error from 2012 is suddenly throwing up an arrears amount which hasn't been noticed in any other audits and I going to assume am not the only one that this has happened too as I have read horror stories of other people that has been getting money taken off them for longer and not getting anything back.Thanks

Our Response:
Unfortunately, we cannot comment on this as it is a specific case and we do not have the remit. You can see more via the link here . You would have to go through the proper channels, or seek independent legal advice if you wish to complain.
ChildSupportLaws - 8-Feb-18 @ 10:59 AM
HI, looking for advice, i'll try keep it short, i have bee informed by letter my case is now closed as my child is 20, over the years i have been audited quite a few times, even at the request of my ex, i payed via DOE and all adjustments where put to my work when they implemented it, Case was closed in Sept 17, i have still been getting money taken off me since then, i was on the phone to them and i got a letter in the post, stating that there are arrears outstanding, i brought this to the CSA agent's attention, as in the letters it states IF arrears are found they will contact me to offer breakdown etc etc, i said to the agent who put me on hold and came back rather sheepishly that they did not stop the DOE when the case was closed knowing that the case was closed and that is when I questioned about the so called arrears again she put me on hold, when she came back she said they Audit my case in the reimbursement dept and spotted an error ( That they said was their error ) from 2012, again i questioned them as i have been audited at least twice since 2012 and why wasn't this error spotted? as when ever they had increased my payments they always increased more that the new amount statingthen went down to the new amount, it seems when they owe money they suddenly do an audit and find out they are arrears, now the letter is dated 02/02/18 which means they have probably spotted that they were still receiving money and over the last 2 weeks suddenly done an audit to find an amount which over the phone was significantly more that the letter stated ( a 4 months after my case was closed ) Would I be right to assume that closing a case and not ending the DOE and continuing and knowing that monies is being taken would that constitute Fraud in any way and with all the audits i have been through suddenly their error from 2012 is suddenly throwing up an arrears amount which hasn't been noticed in any other audits and i going to assume am not the only one that this has happened too as i have read horror stories of other people that has been getting money taken off them for longer and not getting anything back. Thanks
AL - 7-Feb-18 @ 8:03 PM
Me- Your Question:
Has or could the replies from csa/cms be any different and somewhat helpful than "you have to complain through gov.bla bla".??

Our Response:
We are not CMS and have no knowledge of the administrative workings of CMS. Most of the people that comment on this page, comment on their individual cases that need to be answered via a complaints or appeal panel. We answer questions fully when and where possible.
ChildSupportLaws - 6-Feb-18 @ 2:49 PM
Has or could the replies from csa/cmsbe any different and somewhat helpful than "you have to complain through gov...bla bla"...??
Me - 30-Jan-18 @ 11:35 PM
Kaz - Your Question:
I am wondering what to do as I moved from the CSA back in Nov 2016 to CMS, but before it was changed my case was about to go to the legal team as my ex had been avoiding paying anything and jumped from job to job and never told the CSA every time. So just before my case was taken over by CMS it had arrears of about £2000, which was to be added to my new case.Unfortunately we are still waiting for the arrears to be added 14 months later. I have chased this up on many occasions and keep getting told different timescales as to when this will happen. I called CMS again in Nov 2017 (12 months later) to be told there may be something holding it up and to contact CSA myself to chase it, which I did and was told by them that the arrears had been passed over on the 10th Nov 2017 and should now be with CMS but could take 2 weeks to show on there systems. So after telling the CMS that this has now happened and another call 4 weeks later I'm still none the wiser where our arrears have gone!! It's now been 8 weeks and no one has bothered to contact me to let me know what's going on and the arrears are still not showing on my case.Why should it take 14 months to pass the arrears over and would we be entitled to any compensation for the emotional stress this has caused?

Our Response:
We cannot answer specific questions regarding to child maintenance queries. However, if you wish to complain, or find out what has happened, you can via the link here.
ChildSupportLaws - 22-Jan-18 @ 12:24 PM
My ex wife and I have shared care for our daughter. My daughter stays with me more than 104nights each year. However, the Child Maintenance completely assume shared care to be only 1 night with me each week, on my ex"s say so. She gets the Child Allowance, so she is the one that they listen to most. We divorced in 2008. There is not a court order to rule the number of nights she is with me. There Is, However, a statement of arrangements document which is dated and signed by both of usthrough mediation before it was stamped at the County court. This is the only written / signed /agreed document there is concerning our agreement. Isthe Child Maintenance likely to be able to use it as evidence of our agreement, when their website requests a Court Order?
Joey - 21-Jan-18 @ 10:18 PM
I am wondering what to do as I moved from the CSA back in Nov 2016 to CMS, but before it was changed my case was about to go to the legal team as my ex had been avoiding paying anything and jumped from job to job and never told the CSA every time. So just before my case was taken over by CMS it had arrears of about £2000, which was to be added to my new case. Unfortunately we are still waiting for the arrears to be added 14 months later. I have chased this up on many occasions and keep getting told different timescales as to when this will happen. I called CMS again in Nov 2017 (12 months later) to be told there may be something holding it up and to contact CSA myself to chase it, which I did and was told by them that the arrears had been passed over on the 10th Nov 2017 and should now be with CMS but could take 2 weeks to show on there systems. So after telling the CMS that this has now happened and another call 4 weeks later I'm still none the wiser where our arrears have gone!! It's now been 8 weeks and no one has bothered to contact me to let me know what's going on and the arrears are still not showing on my case. Why should it take 14 months to pass the arrears over and would we be entitled to any compensation for the emotional stress this has caused?
Kaz - 21-Jan-18 @ 6:52 PM
Csa closed my case even though over £1500 had been paid into,csa but not released to myself The complaint has to go to director general ofcsa but as usual there is no contact telephone number nor address nor email The arrogance of the csa complaints department beggars belief as they have completely messed up some three months of payments that had been agreed by csa As far as i am concerned this is theft or fraud as csa are sitting on over £1500 of my money and i intend to go to the police if i have no response within the next few days The whole csa is a disgrace and the minister responsible needs to be sacked too
Feddup - 1-Jan-18 @ 6:00 PM
Hello How can a goverment agency for the provision of children's needs be so abusive Emointionally and financialy The punishment laws the scare tactics The exploitive racketeering practice of a back door tax of 55% of a low income worker When housing statory bills gas electric council tax water TV etc can all be rejected But having a car and petrol tunnel costs can be used to off set cm payments But if your under the £10 mark even by 25p they can give you a fine to the maximum debt for maximum. Profit Having a car needs a log book insurance road tax on a homeaddress hearing this Cms cancelled my contact costs and maximum fine was imposed The child reform laws lack common sense If I had a job a home and regular contact in my home Then why do I need constant scare tactics over excessive payments It's my companies responsibility to make sure I keep 60% of my income ? If my company iwork for has been issued a liabilty order of greater than the amount they have to pay it Cms no its not us ? But a company can be prosecuted if they don't pay the amount ? 17 months on doe when the 6 th month to go voluntary they increased the amount to start all over again When finally came off this rip off tax They lied again pay 6 months as a standing order and back to on going payments No a letter stating 30x more at the rate they want at a 1/4 of my income before tax an nic's The last straw was August 2017 A letter of contract or a Misson statement saying We are taking £87 per week from my bank account on a standing order May not sound a lot but 87 x 5 = 435 996 after tax nic nest Cms is a farce Tribunal appeals rejected Their own appeal process can be rejected The double letter of controdictive information The false promises over the phone The lack of dignity It is a breach of human rights to be cocersive control Debt management laws House food bills etc Cms us 1st everything else is 2nd Well grab as muchas possible Not in my children's best interests to come of method of payment I'm new to your case It's a bill that needs to be paid Sorry to hear your in hardship. 6 letters from my local mp All rejected 17 months doe I had 10 different amounts against me Which is all controdictive to the original contract Where I offered more it was accepted then rejected in fba But no profit of 24% in a fba Which is fraud underthe consumer law If an alternative offer can not be reached Doe of 40% of my nett income before tax an nic's Is not a reasonable contract So it's reputation Breach of the original contract is so severe that is all void Child support was not set up.to stop children having contact with their parents but by using the Cms as a weapon Children will lose out on both parents involvement in their lives Stupid and lacks common law If it costs me my home my job I will.not work for less than my national. Living wage So why and how can Cms be legall
Dave - 30-Dec-17 @ 9:41 AM
Hello How can a goverment agency for the provision of children's needs be so abusive Emointionally and financialy The punishment laws the scare tactics The exploitive racketeering practice of a back door tax of 55% of a low income worker When housing statory bills gas electric council tax water TV etc can all be rejected But having a car and petrol tunnel costs can be used to off set cm payments But if your under the £10 mark even by 25p they can give you a fine to the maximum debt for maximum. Profit Having a car needs a log book insurance road tax on a homeaddress hearing this Cms cancelled my contact costs and maximum fine was imposed The child reform laws lack common sense If I had a job a home and regular contact in my home Then why do I need constant scare tactics over excessive payments It's my companies responsibility to make sure I keep 60% of my income ? If my company iwork for has been issued a liabilty order of greater than the amount they have to pay it Cms no its not us ? But a company can be prosecuted if they don't pay the amount ? 17 months on doe when the 6 th month to go voluntary they increased the amount to start all over again When finally came off this rip off tax They lied again pay 6 months as a standing order and back to on going payments No a letter stating 30x more at the rate they want at a 1/4 of my income before tax an nic's The last straw was August 2017 A letter of contract or a Misson statement saying We are taking £87 per week from my bank account on a standing order May not sound a lot but 87 x 5 = 435 996 after tax nic nest Cms is a farce Tribunal appeals rejected Their own appeal process can be rejected The double letter of controdictive information The false promises over the phone The lack of dignity It is a breach of human rights to be cocersive control Debt management laws House food bills etc Cms us 1st everything else is 2nd Well grab as muchas possible Not in my children's best interests to come of method of payment I'm new to your case It's a bill that needs to be paid Sorry to hear your in hardship. 6 letters from my local mp All rejected 17 months doe I had 10 different amounts against me Which is all controdictive to the original contract Where I offered more it was accepted then rejected in fba But no profit of 24% in a fba Which is fraud underthe consumer law If an alternative offer can not be reached Doe of 40% of my nett income before tax an nic's Is not a reasonable contract So it's reputation Breach of the original contract is so severe that is all void Child support was not set up.to stop children having contact with their parents but by using the Cms as a weapon Children will lose out on both parents involvement in their lives Stupid and lacks common law If it costs me my home my job I will.not work for less than my national. Living wage So why and how can Cms be legall
Dave - 30-Dec-17 @ 9:41 AM
After many, many years of arguments, the CSA have finally taken legal advice and confirmed that the application for child maintaince was invalid (like I have been saying for years) and I was never liable to make any payments under child maintainance. They are refusing to reimburse a substantial amount of money on the basis that I completed the form that they posted out to me, and that "the monies were paid for the benefit of the children and there was no reason for the agency to doubt the applications for child maintainance were not valid applications" They tell me there is no right of appeal as this is a discretionary decision on behalf of the Secretary of State.Can this really be legal?
Query - 18-Dec-17 @ 7:32 PM
Lee - Your Question:
Hi, I pay for 2 children direct into her bank account and not through CMS but on the 28th July 2017 I received a letter from CMS saying that arrears of just over £14500 were being write off! If I wanted to appeal this, then I should let them know! As it was the first id even heard of any kind of arrears, I thought well thats lucky its getting wrote off because i’ve not missed a payment so clearly a mistake. Then I received another letter 13/9/17 saying we wrote to you about writing off the arrears and we have not had any appeal from yourself or from the mother, we have now removed these arrears from our system, they can not be reaplied and you dont have the right to appeal! So that should be the end of it! But no! On the 20/9/17 I had a letter saying this is how much you have to pay each month with extra for the £14500 arrears! Also my son is 19 now and not in full time education so I'm not By law even having to pay but they still add it up like I do! So I called them and all I was told is that I have to pay it because the mother called them after the letter on sep 13th saying she didn't say she didn't want to collect the arrears! I said but I dont owe any and even if I did owe this made up amount! You have sent me a letter saying I dont owe it and its been wiped off your system, can’t be reaplied and we can’t appel it! Also she had 7 weeks between the first letter and the second letter. She saw the anount and clearly thought it was free money that she could get! Realy stressed myself and my wife about it all and it Has not stopped there! After all my letters to them with evidence that I dont owe the money along with there own letters sent back to them stating I dont owe the arrears, they just ignored the letters and kept sending me demands for the arrears, I sent letters to the complates but they say untill I get something back from CMS they cant deal with it! Then nov 2017 I got a demand for £-10 to bring my account upto date?? And then my own wife got a letter off them saying I owed her the exact same amount down to the penny in arrears and the names and dob of both our kids on the letter? She called them going mad and they said at first yes thats right but then after my wife telling them how incompetent they are, they said it was sent by mistake? They have now put an attachment onto my earnings at work for almost £400 a month starting Jan 2018 talked to them yesterday and recorded the call, the guy I talked to said he doesn't understand how the case worker hasn't sorted this mess out when I have a legal letter saying I no longer owe anything But its down to the case worker! I truly feel like i’m fighting a loosing battle.

Our Response:
Your only recourse would be to complain, please see gov.uk link here. Unfortunately, we cannot comment on individual cases.
ChildSupportLaws - 7-Dec-17 @ 12:29 PM
Hi, i pay for 2 children direct into her bank account and not through CMS but on the 28th July 2017 i received a letter from CMS saying that arrears of just over £14500 were being write off! If i wanted to appeal this, then i should let them know! As it was the first id even heard of any kind of arrears, i thought well thats lucky its getting wrote off because i’ve not missed a payment so clearly a mistake. Then i received another letter 13/9/17 saying we wrote to you about writing off the arrears and we have not had any appeal from yourself or from the mother, we have now removed these arrears from our system, they can not be reaplied and you dont have the right to appeal! So that should be the end of it! But no! On the 20/9/17 i had a letter saying this is how much you have to pay each month with extra for the £14500 arrears! Also my son is 19 now and not in full time education so I'm not By law even having to pay but they still add it up like i do! So i called them and all i was told is that i have to pay it because the mother called them after the letter on sep 13th saying she didn't say she didn't want to collect the arrears! I said but i dont owe any and even if i did owe this made up amount! You have sent me a letter saying i dont owe it and its been wiped off your system, can’t be reaplied and we can’t appel it! Also she had 7 weeks between the first letter and the second letter. She saw the anount and clearly thought it was free money that she could get! Realy stressed myself and my wife about it all and it Has not stopped there! After all my letters to them with evidence that i dont owe the money along with there own letters sent back to them stating i dont owe the arrears, they just ignored the letters and kept sending me demands for the arrears, i sent letters to the complates but they say untill i get something back from CMS they cant deal with it! Then nov 2017 i got a demand for £-10 to bring my account upto date?? And then my own wife got a letter off them saying i owed her the exact same amount down to the penny in arrears and the names and dob of both our kids on the letter? She called them going mad and they said at first yes thats right but then after my wife telling them how incompetent they are, they said it was sent by mistake? They have now put an attachment onto my earnings at work for almost £400 a month starting Jan 2018 talked to them yesterday and recorded the call, the guy i talked to said he doesn't understand how the case worker hasn't sorted this mess out when i have a legal letter saying i no longer owe anything But its down to the case worker! i truly feel like i’m fighting a loosing battle.
Lee - 5-Dec-17 @ 7:46 PM
Nev - Your Question:
I have been paying maintenance via the csa for years. Now that the csa is closing we have opted to settle the last couple of years between us. What is surprising is the amount I now pay using the csa calculator is over £100 less than I was paying. When I enquired about this I was informed that because I started paying under the original system there has been at least two changes, effectively to make it fairer for the paying parent. Considering I have had six children with two women the cost to myself have been considerable. Is there anyway I can claim this back from the csa? To say that I have struggled financially for over 20 years is an understatement.

Our Response:
You would have to complain via the gov.uk link here .
ChildSupportLaws - 5-Dec-17 @ 9:36 AM
hammad - Your Question:
Hi I am urgently in need of your help.I have just been approached by Child Maintenance in relation to a claim made by my ex against my two children who are currently 7 years of age.She has been in the UK for nearly five years.I separated from her few months later she arrived as she admitted sleeping with a man when we were trying for a child.In one of her explicit messages she shared with that person she clearly states that these kids could be not be my husbands and could be yours Due to family issues ,I could not get the DNA test and I was left to believe that kids are not mine and I left her.I settled with another women and currently have 3 other children.I received a letter from child support agency stating that a claim has been put forward by my ex that she would like to have child maintenance and I have to pay 400 every month.I advised that I would not be able to pay that much as I am financially in terrible situation with myself on debt management and my wife being on IVA.Further strain will put us bank corrupt.Child Maintenance are not listening to any of my pleas.Is there any legal route which I can take to offer an alternative affordable amount like 170 pound a month ?If yes how much likley it will cost ?

Our Response:
By law, every non-resident parent has to pay child maintenance for their biological children. Child maintenance is based on a percentage of the non-resident parent's earnings and is non-negotiable (unless the parents decide mutually they wish to set up a family-based child maintenance arrangement). What you have to be careful of is accruing arrears, whereby the longer you ignore the payment requests of CMS, the more arrears you will accrue. Regardless of whether you think the children may or may not be yours, a DNA test will be required to prove this. Until the matter is proved negatively (i.e that the children are not yours), then you will be required to pay, please see link here . This means you are in a situation where you will have to prove yourself not to be the father, before the case can be dropped. With regards to your other suggestion of coming to a family-based child maintenance arrangement, then your ex would have to be in full agreement. This can be requested through mediation, please see link here . However, if your ex thinks you may not keep to this arrangement or the child maintenance arrangement may break down, then I imagine she may be naturally erring on the side of sticking with CMS. Speaking to her directly and coming to a mutual arrangement may work, and is the preferred route. Under these circumstances, it would not cost anything to set up an arrangement.
ChildSupportLaws - 4-Dec-17 @ 9:40 AM
Hi I am urgently in need of your help . I have justbeen approached by Child Maintenance in relation to a claim made by my ex against my two children who are currently 7 years of age . She has been in the UK for nearly five years .I separated from her few months later she arrived as she admitted sleeping with a man when we were trying for a child .In one of her explicit messages she shared with that person she clearly states that these kids could be not be my husbands and could be yours Due to family issues ,I could not get the DNA test and i was left to believe that kids are not mine and i left her. I settled with another women and currently have 3 other children. I received a letter from child support agency stating that a claim has been put forward by my ex that she would like to have child maintenance and i have to pay 400 every month. I advised that i would not be able to pay that much as i am financially in terrible situation with myself on debt management and my wife being on IVA .Further strain will put us bank corrupt . Child Maintenance are not listening to any of my pleas .Is there any legal route which i can take to offer an alternative affordable amount like 170 pound a month ?If yes how much likley it will cost ?
hammad - 3-Dec-17 @ 6:54 AM
I have been paying maintenance via the csa for years. Now that the csa is closing we have opted to settle the last couple of years between us. What is surprising is the amount I now pay using the csa calculator is over £100 less than I was paying. When I enquired about this I was informed that because I started payingunder the original system there has been at least two changes, effectively to make it fairer for the paying parent. Considering I have had six children with two women the cost to myself have been considerable.Is there anyway I can claim this back from the csa? To say that I have struggled financially for over 20 years is an understatement.
Nev - 2-Dec-17 @ 1:56 PM
Cazza - Your Question:
Hello I’ve had a maintenance claim since my child was 2 years old she is now 17years old, the child support agency recently when our claim should of closed continued to take payments from my ex partners wages and then proceeded to loose them, myself and my ex partner has called every day to have this resolved for about a month now and still no payment has been received This is lonely due to my child and it’s sitting somewhere in their bank earning them interest, what can I do about this? As they keep saying is sorted and I’ll get my payment but that still hasn’t happened, today the advisor refused to let me speak to a team leader and then hung up on me

Our Response:
If you are unhappy with the service you have received, you can complain via the gov.uk link here.
ChildSupportLaws - 30-Nov-17 @ 10:47 AM
Hello I’ve had a maintenance claim since my child was 2 years old she is now 17years old,the child support agency recently when our claim should of closed continued to take payments from my ex partners wages and then proceeded to loose them, myself and my ex partner has called every day to have this resolved for about a month now and still no payment has been received This is lonely due to my child and it’s sitting somewhere in their bank earning them interest,what can I do about this?As they keep saying is sorted and I’ll get my payment but that still hasn’t happened,today the advisor refused to let me speak to a team leader and then hung up on me
Cazza - 29-Nov-17 @ 10:08 AM
Kevin- Your Question:
I have paid for my son for the last 16 years and never missed a payment.the 1st 14 years with the csa and the last 2 years with cms.when my csa was coming to the end due to it being shut down I contact the cms and told them that I wanted to start a case with them when my csa ended in a few months and I paid the start up fee myself.since this I have had nothing g but stress off the cms.the cms were demanding money off me even though I was still paying the csa!.i eventually managed to sort this out by sending them a letter from the csa which said I was still paying them and the date my payments ended.ive been paying the cms now for 2 years not missing a payment.my son came to live with me 4 months ago and I informed the cms of this.i also started claiming child benefit for him.i have told them I want my case closing as my son lives with me now.since then I have had demands for money and phone calls saying I owe arrears which I don't because I've never missed a payment and I have bank statements to prove this.the staff are rude,never help you just demand money.they say they will get phone you back and don't.the stress they are cause g it unbearable!.i started this case does that sound like someone who is trying to get out of paying!.I Am currently drafting a letter to my MP and looking in to taking legal action against the cms.

Our Response:
You also have the recourse to complain via the link here .
ChildSupportLaws - 28-Nov-17 @ 4:11 PM
Becky2017 - Your Question:
Hello As part of the Divorce Settlement (Jan 2015) the Court ordered that I pay 500 a month to the residential parent, and that neither parties were to go for re-assessment to the CSA until Jan 2018. Even though I have made every payment for the last two years, have not gone for re-assessment, have given copies of the Court Order and a copy of the payments made to the CSA they have taken 2000 out of my account of arrears. We are currently going through the complaints process but this seems completely insane! Has anyone experienced anything similar/ can give advice?

Our Response:
You would have to complain/appeal via the link here. As a rule, if a payment is now allocated through the courts CMS can still review this on a annual basis, meaning that by default it passes over to CMS.
ChildSupportLaws - 28-Nov-17 @ 11:40 AM
I have paid for my son for the last 16 years and never missed a payment..the 1st 14 years with the csa and the last 2 years with cms..when my csa was coming to the end due to it being shut down I contact the cms and told them that I wanted to start a case with them when my csa ended in a few months and I paid the start up fee myself..since this I have had nothing g but stress off the cms..the cms were demanding money off me even though I was still paying the csa!.i eventually managed to sort this out by sending them a letter from the csa which said I was still paying them and the date my payments ended..ive been paying the cms now for 2 years not missing a payment.my son came to live with me 4 months ago and I informed the cms of this..i also started claiming child benefit for him..i have told them I want my case closing as my son lives with me now..since then I have had demands for money and phone calls saying I owe arrears which I don't because I've never missed a payment and I have bank statements to prove this..the staff are rude,never help you just demand money..they say they will get phone you back and don't..the stress they are cause g it unbearable!.i started this case does that sound like someone who is trying to get out of paying!.I Am currently drafting a letter to my MP and looking in to taking legal action against the cms.
Kevin - 28-Nov-17 @ 1:55 AM
Hello As part of the Divorce Settlement (Jan 2015)the Court ordered that I pay 500 a month to the residential parent, and that neither parties were to go for re-assessment to the CSA until Jan 2018. Even though I have made every payment for the last two years, have not gone for re-assessment, have given copies of the Court Order and a copy of the payments made to the CSA they have taken 2000 out of my account of arrears.We are currently going through the complaints process but this seems completely insane! Has anyone experienced anything similar/ can give advice?
Becky2017 - 27-Nov-17 @ 1:50 PM
Hello Father's should pay the obligation amount 10% of their income not the 40% Cms wants for profit If debt management rule does not exsit or housing costs and bills in general Then the Cms is practicing unlawfully Deduction of earnings is also a scam if they last longer than their mission statement says 6 months Statoury 6 months voluntary 0-100 £7 100-200 £15 an anybody who earns over that can be subjected to the higher rate 200-850 it's a con and out of 1000 income lose 400 per month Before contact costs food fuel bills If child support payments are a priorty bill then council tax Then why are they taking fathers on low incomes and putting into severe hardship And putting pricing abe fathers out of employment by excessive chargers That go to the treasury not our children If the goverment wants mothers to stop claiming benefits and dads to pay the short fall Then reduce mothers benefits from the state Father's who work have no rights to have a quality of life because the constant threat of punishment laws on an unfair tax is criminal Harder criminals being released so working single fathers go to prison then become unemployed by having a criminal record Stupid If the mother uses the system as another cocersive control then it's fraud Excessive payments food banks loss of contact by less in the monthly income Then again it's a debunked system that is solely just finanical abuse The advisors who give false and misleading information Or the ones who say yes it's about money not children's out of poverty Well again it's fraudlent and Cms is not fit for purpose How can common sense not be involved If the active fathers who have gone to court tribunials mediation be subjected to harassment and duress over taxation that is not in line with a person's income Men are workers women say at home What bollix is that Is this the enlightened society values Appeal process does not exsit grievance procedure also be rejected mis places or just brused aside No its a taxation of unwed fathers who got fed up with women Men don't exsit bills don't exsit contact with children Not in Cms best interests no money in family based arrangements But a generous bonus in 24% surcharge on every payment Liabilty orders given out like sweets Doe's the same So children matter children are being subjected to the punishment of being denied contact if both loving parents by abusive ex partners an abusive system That be littles broken families Expectation of the the myth of the 1950'site man It did not exist in the 1950's so how can that be the principle of 2017 If the mother refuses an offer then she refused Father's go to work to lose 40% and still be expected to have contact how is this possible on no income Housing costs unrealistic Council tax Water gas electric TV The goverment practice is abuse The father who just a Corparation and can be taxed as that is unreasonable It
Dave - 24-Nov-17 @ 7:43 AM
I’ve gone to the link you sent and it takes me to the office I want to make my complaint about I’ve noticed that there is a independent complaint site but it is informing me that I need to complain to the csa first can I make my complaint to another office I’m also reading that I might be able to involve my local M.P.
Terry - 10-Nov-17 @ 9:21 PM
Terry - Your Question:
I’ve recently been told by the csa that I have overpaid by 12 months my case was referred to the reimbursement team who have today informed me that the director is refusing to reimburse me how can this be right.

Our Response:
We cannot make a comment upon whether it is right or wrong, but you do have recourse to complain, please see link here .
ChildSupportLaws - 10-Nov-17 @ 10:23 AM
I’ve recently been told by the csa that I have overpaid by 12 months my case was referred to the reimbursement team who have today informed me that the director is refusing to reimburse me how can this be right.
Terry - 9-Nov-17 @ 5:20 PM
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