Out of pocket or faced distress due to the delay? Here's how to claim redress
Here's our step-by-step guide on how to complain online:
1. Go to the complaints form at the top of this Gov.uk page.
You'll then be asked to log in with your Government Gateway ID and password. If you've forgotten your Government Gateway details, you can retrieve your user ID or reset your password online. If you've never used Government Gateway before, you can register on Gov.uk.
2. Select 'Make a new complaint'.
You'll then be asked what your complaint is about. Select 'Child Benefit including Guardian's Allowance, claims and appeals'. After each page of the form, click 'Save and continue' or, if you want to finish the complaint later, select 'Save and come back later'.
3. Give details of your complaint.
Explain exactly what happened, including the date you were supposed to receive your Child Benefit payment, how the situation affected you and details of any charges you incurred. You won't be asked to provide evidence of your charges at this stage, however HMRC may contact you to ask for this after you've made your complaint. So ensure you gather evidence, such as screenshots of fees or bank statements.
4. When asked if you know what you want HMRC to do to make things right, click 'Yes'.
You'll be able to explain here that you want redress for distress caused by the delay or costs you incurred due to the late payment.
On this page, you'll also be asked if you need any extra help making your complaint. If you answer 'yes', you'll be able to provide details of the help required – see Gov.uk for more details on how HMRC can support you. If you don't need extra help, select 'No'.
5. Provide your contact details.
You'll be asked if you want HMRC to contact you by phone. If you do, select 'Yes' and input your phone number. If you don't, select 'No'. Regardless of your answer to this question, you'll then be asked whether HMRC can contact you by email. If you're happy with this, select 'Yes' and enter your email address, and if not, select 'No'.
6. You'll see a summary of all the information you've entered – check this is all correct.
Then, click 'Save and continue'. On the next page, you'll be asked to confirm that all the info you've provided is accurate. There's also an option to enter your email address, so you can receive confirmation of your complaint – but you don't have to do this. Click 'Confirm and send' to submit your complaint.
7. You should hear back within 15 days of submitting your complaint.
HMRC will let you know the name and contact details of the person dealing with your complaint. Once it has reviewed your complaint, it'll get in touch to let you know the outcome.
If you're unhappy with the outcome, you'll be told how to ask for a review by email or over the phone. If your case is reviewed and you're still unhappy with the final decision, you can contact the Independent Adjudicator.
If you don't want to complain online, you can contact HMRC over the phone by ringing 0300 200 3100 between 8am and 6pm from Monday to Friday – though be aware that it's likely quicker to submit a complaint online if you're able to do so. Make sure you have your national insurance number to hand.
Alternatively, you can complain by post. Make sure you write 'Complaint' on your envelope and at the top of your letter. See Gov.uk for further details on what your letter should include. You can also see Gov.uk for the address to post complaints to.
