Csa Help Info

Here is an old posting of mine lifted from another website I frequent. Please feel free to add on any more suggestions.

Help links:

Let's start at the very beginning. Do your homework first, get familiar with the CSA website.

http://www.csa.gov.uk/

Choose the link for CS1 or CS2.

Click on Contact Us and scroll down until you see:

"I have a query about my case / I want to make a complaint"

Click on your CSAC - Child Support Agency Centre.

I would recommend having this page open when dealing with the CSA officer over the phone, just in case they start to fob you off! The case officer can and should put you straight through to a CRO.

When dealing with the CRO - Complaints Resolution officer - always take their name and direct phone number. It should be a geographical number - not an 0845.

Use a phone company - I'm currently with Euphony - that lets you phone free up to 60 mins in Euphony's case - FOC any geographical phone number in the country. Do not transfer your line rental from BT.

This is also a useful link:

http://www.saynoto0870.com/

Always be polite and calm. Have your concerns written down before you contact them. Ask them to write a letter explaining what you both have agreed on in the phone call. You cannot expect to receive a reply the next day - that is totally unreasonable - but 7 working days is not. Arrange another date and time of phone call for an update.

If you still feel you are not getting anywhere now is the time to involve your MP. Explain this to the CRO and don't make it a threat - do it. Contact your MP immediately to make an appointment at their surgery. Again, write down your concerns and have all correspondence, list of phone calls and so forth with you.

Don't forget to mention Compensation.

The CRO does have the authority to put in for compo over the phone. I used to ask for it on frequent occasions. Sometimes I get it - usually 50 quid - sometimes not. But it helps.

Make friends with the MP's assistant (s ) - they write the letters on behalf of the MP, they can phone the CSA via the Parliamentary hotline, they can fax letters through, they can get account breakdowns, arrears figures etc sorted out. Again, ask them when you can contact them ( either in person or via phone ) for an update.

The CSA can also email the MP direct with information too. It is a complete waste of time trying to email the CSA themselves.

Remember MPs are there to help you. The MP will keep a file of your case, therefore all correspondence is recorded and cannot get lost!.

The MP then sends your letter of complaint to the Chief Executive's Office with a covering letter from themselves.

If the problem is still not rectified you then approach the Parliamentary Ombudsman via MP.

http://www.ombudsman.org.uk/

Don't bother with ICE no matter what anyone says. This can also lengthen the time it takes to resolve the complaint.

Back to doing your homework. It is always a good idea to have the correct page up in front of you when dealing with the CSA.

On the CSA website you will see Advisers Information. Click on it and scroll down until you see Staff Guides. Familiarise yourself with the section your query / complaint is about.

I have found the Enforcement Guide very useful indeed.

You can also ask for the Chief Exec and / or a Senior Case Manager to meet you in person in the presence of your MP at the Constituency office.

This posting is not comprehensive by any means. Please feel free to add any more information / links to this Topic.

http://www.dwp.gov.uk/publications/dwp/2003/frm/07_exgal.asp#f

A couple of good solicitors are:

James Pirrie - he does not take on Legal Aid cases - although I know he helped one person pro bono through MP.

http://www.flip.co.uk/

http://www.sfla.org.uk/ Click on media centre too.

Steven Lawson

http://www.forshaws.co.uk/csa.asp

But best to exhaust CSA's own procedures first.