Tax free childcare email/postal address

Technosaurus

Hi all, yet again I turn to this wonderful forum after fruitless quests on the HMRC website…

Simply: Is there either an email address or a postal address for the Tax Free childcare service?

Reason: My wife has quite an unusual situation with her income in the last few months, we did the reconfirmation thing last tax year which said we were no longer entitled (which we expected and appreciate we will lose top-ups from last tax year).

With today being the next tax year and her income will be back to normal, I've logged in today and am not certain I've done it right.

We did ring them in Feb to explain what was going to happen but the person on the call clearly didn't understand and just kept telling me to go online, and all I can find by way of help is the same number I rang before to end up in this scenario! So I'd like to put it all in writing and they can sort it accordingly.

sheramber

https://www.gov.uk/find-hmrc-contacts/childcare-service-helpline

Online

Ask HMRC online
Ask HMRC’s digital assistant to find information about:

• applying for Tax-Free Childcare or Free Childcare for Working Parents
• reconfirmation of your eligibility
• managing your childcare account

You can also find out information in your personal tax account.

Phone

Call HMRC if you need help:

• applying for Tax-Free Childcare
• applying for free childcare if you’re working
• using your childcare account

Before you call

This helpline may ask you some security questions. Make sure your personal details and address are up to date in your personal tax account or you could fail telephone security. If you do not have a personal tax account, you can create one before you check your details.

Telephone: 0300 123 4097

Textphone: 0300 123 9232

Opening times: Monday to Friday, 8am to 6pm. Closed bank holidays.

Technosaurus

Thanks @sheramber but I had found those myself - the Digital Assistant was useless and I've already called the "helpline" and it was clear the person answering didn't have a clue what I was talking about so sent me to the Digital Assistant again.

I may have just been unlucky with the call handler but we simply haven't got time to be ringing them on the off chance we get a better outcome. The issue in question is quite niche and I'd prefer to explain it in writing…. if indeed that's even possible?

Diaz09

The digital services rarely have direct email contacts anymore - it's all phone-based unfortunately. Since you've already called once, I'd suggest calling again but this time ask to speak to a supervisor or specialist team who can make notes on your account about the unusual income situation. That way there's a proper record of your circumstances. Sometimes the first-line advisors can't help with complex cases but the second-tier teams have more flexibility to sort things manually.