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Problems with your tax credits – where to start

If you think something's gone wrong with your tax credits, there's plenty of support and advice available to help check what's happened and sort out any problems.

Your award notice isn’t right

Call the Tax Credit Helpline straightaway if anything on your award notice is wrong, missing or incomplete - or if there's anything you don't understand.

If your personal circumstances are different to what's shown on your award notice, it may be that you haven't reported a change in your circumstances. You need to report most changes to the Tax Credit Office within a month of them happening.

  • you’re not paid too much tax credits (an ‘overpayment’) - which you will have to pay back
  • you don’t lose out on money you’re entitled to - often money can only be backdated up to three months

It's important to report changes in your circumstances quickly so that:

Problems with your payments

If a payment doesn’t match the amount on your award notice call the Tax Credit Helpline as soon as possible. They will check whether they have worked out your award correctly based on the information you gave the Tax Credit Office.

If your payments have stopped altogether, it could be because:

  • a child reaches 16 but you haven’t told the Tax Credit Office they’re staying in education or training that qualifies for tax credits
  • you haven’t provided bank, building society or Post Office® card account details
  • you’ve changed your bank account details and not told the Tax Credit Office
  • you've changed address and haven't told the Tax Credit Office
  • you haven't renewed your tax credits

Contact the Tax Credit Helpline if you need to check why your payments have stopped.

Other problems and help you might need

You might need help from the Tax Credit Office if:

  • you’re unhappy with their decision about an overpayment
  • you can’t afford to repay an overpayment
  • they have asked you to pay a penalty
  • they are carrying out checks into your award

Overpayments

If you don't agree you should pay back an overpayment, you have the right to dispute the decision. And if you can’t afford to repay an overpayment, please call the Tax Credit Payment Helpline on 0845 302 1429.

Penalties

The Tax Credit Office may charge you a penalty if:

  • you haven't told the Tax Credit Office about a change in your circumstances when you should have done
  • you gave the wrong information  – either deliberately or because you didn’t take enough care
  • you haven’t given the information or evidence that they have asked for

You do have the right to appeal against any penalty.

Tax credit checks

If the Tax Credit Office decides to check your award, they'll write to you and explain what will happen.

They will also:

  • ask for more information to help them understand your circumstances
  • look at your award or claim in full
  • explain your rights, for example your right to appeal against the result of the check or any penalty

If you are worried about this or you don't have all the information you have been asked for, call the Tax Credit Helpline.

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 The Tax Credit Office about the problem before you appeal.

How to complain

If you are not happy with the service you’ve been given you can complain to the Tax Credits Complaints Manager. They'll try to put things right as quickly as they can.

Independent help

If you would like help and advice you could talk to an organisation like Citizens Advice.

You can ask them to talk to the Tax Credit Office on your behalf. But they can't talk to anyone without your permission.

If you do ask someone to act for you, you will need to give them permission, either by completing a special form or by writing a letter.

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