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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. They aim to handle your claim quickly and accurately, and above all, they 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 you have been paid does not match the payments shown on your award notice
  • your payments have stopped unexpectedly

Your award notice

When the Tax Credit Office first pay you, or make a change to your existing tax credit payments, they will send you an award notice. This tells you how much money you will receive based on the information you gave them.

It is important that you check your award notice when you get one. Use the checklist provided to tell the Tax Credit Office 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 0845 300 3900 or textphone 0845 300 3909. You should do this within a month of getting it.

If you tell the Tax Credit Office that there is a mistake on your award notice, they will put it right and send you a new one.

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 0845 300 3900 or textphone 0845 300 3909.

The Tax Credit Office will check whether they have calculated your award correctly based on the information you gave them. 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
  • you’ve changed your bank account but not told the Tax Credit Office
  • you haven't renewed your tax credits

For help with why your payments have stopped, call the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909.

Your personal details

The Tax Credit Office work out how much to pay you from what you tell them about your income and family circumstances, therefore it’s really important that you tell them about any changes straight away.

There are some changes you have to tell the Tax Credit Office 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 them about any other changes straight away to avoid an overpayment.

You can tell the Tax Credit Office about any changes in circumstance by calling the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909.

When you contact them, they will record what you have told them and send you a new award notice within 30 days.

Other 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 an enquiry into your award
  • you’re unhappy with their 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 0845 302 1429.

Penalties

The Tax Credit Office may charge you a penalty if:

  • you haven't told them about a change in your circumstances when you should do so
  • you’ve given them wrong information about your tax credits claim
  • you don’t give them information or evidence that they ask for

You do have the right to appeal against any penalty.

Tax credit checks

If the Tax Credit Office decide to check your award during an enquiry, they will write to you and explain what will happen. They will also:

  • ask for more information to help 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 they have asked for, call the Tax Credit Helpline on 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 the Tax Credit Office about the problem before you make an appeal. So please contact them first to see if they can put things right.

Call the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909.

How to complain

If you’re not happy with the Tax Credit Office's service please get in touch with them as soon as possible. They will try to put things right as quickly as they 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 the Tax Credit Office on your behalf.

But the Tax Credit Office can't talk to anyone without your permission. If you do ask someone to act for you, please write and tell them:

  • the name and address of the person
  • the address and contact details of the organisation acting for you

You can write to the Tax Credit Office at:
Tax Credit Office
Preston
PR1 0SB

More useful links

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Tax credits

Fill in the tax credits questionnaire to see if you qualify.

 

Do it online