Making a complaint about the service from the CSA
Problems with our service can usually be sorted out by talking to the people dealing with the parents' case. But, if a parent is not happy about the service they have received from us, they can make a complaint. It can seem difficult to make a complaint, but we want to make it as easy as possible so we can get things right.
To make a complaint, the people dealing with the case should be contacted first, either by phone or in writing. Their contact details will be on any letter we have sent to the parents.
Or complaints can be e-mailed using the online complaints form to the office dealing with the case using the links below:
- Send a complaint to Belfast
- Send a complaint to Birkenhead
- Send a complaint to Dudley
- Send a complaint to Falkirk
- Send a complaint to Hastings
- Send a complaint to Plymouth
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What happens next?
When we receive a complaint the people dealing with the parents' case will look at the issues raised. If they cannot settle the complaint they will send it to our Complaints Resolution Team.
Or if the person making the complaint feels that it hasn't been settled to their satisfaction they can get in touch with the Complaints Resolution Team by calling the phone number or writing to the address shown in the top right corner of the last letter we sent to them or by filling in the online complaint form using the links above.
If someone has made a complaint and they are is still not happy that it has been sorted out by the Complaints Resolution Team they can ask for it to be considered by our Complaints Review Team.
If someone follows this complaints process and is still not happy that their complaint has been sorted out they can contact the Independent Case Examiner. You can find out more about making a complaint to the Independent Case Examiner here.
Page topRelated information
- Read our leaflet
"How do I complain about the service I get from the Child Support Agency? " [PDF 204KB]
