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Child Support
Complaints about the Child Support Agency should first be made to the Customer Service Manager of that agency. Their phone number should be on any letters you have received. If it is not, anyone in a Child Support Agency office will be able to give it to you. The Customer Service Manager is responsible for reviewing and acting on client complaints.
If the Customer Service Manager is unable to deal with a complaint, it is referred to a Senior Resolution Manager. These are senior managers who deal specifically with client complaints. They have the responsibility for the quality of responses to complaints and ensure that the Child Support Agency learns from complaints.
If you are not happy with the way in which the way your complaint has been dealt with, you can write to the Area Director of your Child Support Agency Centre. There are six Area Directors for different areas in the country. Their names and addresses are listed at the Child Support Agency website: www.csa.gov.uk
If the Area Director does not resolve the complaint to your satisfaction, you can write to the Chief Executive at:
Child Support Agency
Room BP6201
Benton Park Road
Newcastle upon Tyne NE98 1YX
Finally, an Independent Case Examiner can look at complaints about the way the Child Support Agency has handled a case, for example if the Child Support Agency has taken a long time to deal with it or made a mistake which has not been corrected. The Independent Case Examiner cannot look at complaints about legislation.
You should also remember that you might complain to the Parliamentary Ombudsman if you wish to complain about the way your case has been dealt with.
If the Customer Service Manager is unable to deal with a complaint, it is referred to a Senior Resolution Manager. These are senior managers who deal specifically with client complaints. They have the responsibility for the quality of responses to complaints and ensure that the Child Support Agency learns from complaints.
If you are not happy with the way in which the way your complaint has been dealt with, you can write to the Area Director of your Child Support Agency Centre. There are six Area Directors for different areas in the country. Their names and addresses are listed at the Child Support Agency website: www.csa.gov.uk
If the Area Director does not resolve the complaint to your satisfaction, you can write to the Chief Executive at:
Child Support Agency
Room BP6201
Benton Park Road
Newcastle upon Tyne NE98 1YX
Finally, an Independent Case Examiner can look at complaints about the way the Child Support Agency has handled a case, for example if the Child Support Agency has taken a long time to deal with it or made a mistake which has not been corrected. The Independent Case Examiner cannot look at complaints about legislation.
You should also remember that you might complain to the Parliamentary Ombudsman if you wish to complain about the way your case has been dealt with.
