How to deal with the CSA

How to deal with the CSA:  Help, advice, guidance and support is also freely available on the Forum.

Remember, a lot of people do encounter problems with the CSA at some time or another, it is recommended that you:
 

1. Note down telephone conversations with the CSA - including, date, time, who you spoke to and what about.
2. Follow phone calls up with either a letter (always keep copies of correspondence and send signed for) OR an email, which you can do on the CSA website (retain the receipt you are issued with).
3. If you have been promised a call back by a member of staff, and failed to receive one within the stipulated time - chase them, don't just leave it.
4. Always keep copies of ALL correspondence with the CSA, and if posting send 'signed for' so you can 'track' delivery.
5. Even if you have a private agreement, make payments by Standing Order clearly marked 'Child Support' OR ask the PWC to sign a receipt stating that the monies received are for ' Child Support'.
6. Check assessments / re assessments - the CSA can make mistakes.
7. You are not legally obligated to supply your partners income details.
   

WHAT TO DO IF THINGS GO WRONG.

If you think your case is subject to Agency errors, delays or aladministration... you need to complain.

In depth information and advice can be found on the Forum.

What is maladministration?
Answer: Bias, neglect, inattention, delay, incompetence, ineptitude, perversity.

• Turpitude, arbitrariness
• Rudeness (though that is a matter of degree)
  
• Unwillingness to treat the complainant as a person with rights
• Refusal to answer reasonable questions
• Neglecting to inform a complainant on request of his or her rights or entitlements
• Knowingly giving advice which is misleading or inadequate
• Ignoring valid advice or overruling considerations which would produce an uncomfortable result for the over ruler
• Offering no redress or manifestly disproportionate redress
• Showing bias, whether because of colour, sex, or any other grounds
• Omission to notify those who thereby lose a right of appeal
• Refusal to inform adequately of the right of appeal
• Faulty procedures
• Failure by management to monitor compliance with adequate procedures
• Cavalier disregard of guidance which is intended to be followed in the interest of equitable treatment of those who use a service
• Partiality
• Failure to mitigate the effects of rigid adherence to the letter of the law where that produces manifestly inequitable treatment

(The itemised list is not intended to provide a comprehensive definition of maladministration)

Firstly, depending on what the issue is, you may require a copy of your Data Protection File (DPF) - You are by law, entitled to be furnished with this information under section 7(1) of the Data Protection Act 1998.

Once such a request has been received, the Child Support Agency legally have 40 consecutive days in which to furnish you with your information. If you do not receive your DPF within this period, you should send a reminder, after such time you should report this matter to the Information Commissioners Office (ICO).

Secondly, your complaint needs to be made in writing and sent in letter form or via the CSA website as an email, it needs to be kept factual and to the point - if you have copies of correspondence and notes of telephone conversations, refer to dates and actual information.

Thirdly, find out who your local MP is - also send them a copy of your complaint to the CSA and request their help. They will be able to get involved, and communicate with the CSA ~ replies are more forthcoming with the help of your MP.

Fourth, Once you have exhausted the CSA complaints procedure, if you remain unhappy, you can then ask the Independent Case Examiner (ICE) to review your complaint.

After which, your MP can refer your complaint to the Parliamentary Health and Service Ombudsman.

Refer to help sites such as 'afairercsaforall' - for help and support!