Website of the UK government

Things that might go wrong

You may think that things have gone wrong if:

• the information on your award notice is wrong
• the personal details shown on your award notice don't reflect your current circumstances
• the amount the Tax Credit Office has paid you does not match the payments shown on your award notice
• your payments have stopped unexpectedly

Your award notice

When the Tax Credit Office first pay you, or make a change to your existing tax credit payments, they will send you an award notice. This tells you how much money you will receive based on the information you gave them.

It is important that you check your award notice when you get one. Use the checklist provided to tell the Tax Credit Office if anything is wrong, missing or incomplete, or if there’s anything you don't understand.

You can do this by calling the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909. You should do this within a month of getting it.

If you tell the Tax Credit Office that there is a mistake on your award notice, they will put it right and send you a new one.

• Checking your tax credits award notice

Your payments

It is important to check the amount of money going into your bank account. Your award notice will show your first payment, plus the amount to be paid every week or every four weeks.

If a payment doesn’t match the amount on your award notice call the Tax Credit Helpline as soon as possible on 0845 300 3900 or textphone 0845 300 3909.

The Tax Credit Office will check whether they have calculated your award correctly based on the information you gave them. If your payments have stopped altogether, it could be because:

• a child reaches 16 but you haven’t told the Tax Credit Office they’re staying in education or training that qualifies for tax credits
• you’ve changed your bank account but not told the Tax Credit Office
• you haven't renewed your tax credits

For help with why your payments have stopped, call the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909.

• Reasons why your tax credits might go down or stop

• The cost of contacting 08 and 03 telephone numbers

Your personal details

The Tax Credit Office works out how much to pay you from what you tell them about your income and family circumstances. So it’s really important that you tell them about any changes as these may affect your payments.

There are some changes you have to tell the Tax Credit Office about within a month such as getting married or starting to live with someone as if you were married. It's also a good idea to report any other changes straight away to avoid an overpayment.

• Changes you need to report and when

You can report any changes in circumstance by calling the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909.

When you contact the helpline to report a change of circumstances they will record what you have told them and send you a new award notice within 30 days.

Other help you might need

You might need help from the Tax Credit Office if:

• you’re unhappy with their decision about an overpayment
• you can’t afford to repay an overpayment
• they have asked you to pay a penalty
• they are carrying out checks into your award
• you’re unhappy with their service

Overpayments

If you don't agree you should pay back an overpayment, you have the right to dispute the decision.

If you can’t afford to repay an overpayment please call the Tax Credit Payment Helpline on 0845 302 1429.

• How to dispute a tax credits overpayment

• Repaying an overpayment - what to do if you are having difficulty

Penalties

You may be charged a penalty if:

• you haven't told the Tax Credit Office about a change in your circumstances when you should have done so
• you have given wrong information about your tax credits claim
• you haven’t given the Tax Credit Office information or evidence that they have asked for
  

You do have the right to appeal against any penalty.

• Tax credit penalties

Tax credit checks

If the Tax Credit Office decides to check your award, they'll write to you and explain what will happen. 

They will also:

• ask for more information to help them understand your circumstances
• look at your award or claim in full
• explain your rights for example your right to appeal against the result of the check or any penalty 

If you are worried about this or you don't have all the information you have been asked for, call the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909.

• Tax credit checks

• The cost of contacting 08 and 03 telephone numbers

Tax credit appeals

You can appeal against a decision when:

• you think a decision is wrong
• your award doesn't take into account a change of circumstances
• your award is reduced or has stopped
• you don't agree with a penalty notice
• you've been charged interest

It's always worth talking to The Tax Credit Office about the problem before you make an appeal. So please contact the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909 to see if things can be put right.

• Appealing against a tax credit decision

How to complain

If you are not happy with the service you’ve been given please get in touch with the Tax Credit Office as soon as possible. They will try to put things right as quickly as they can.

If you are still unhappy, ask for your complaint to be passed on to the Complaints Manager.

• Tax credits - how to complain

Independent help

If you would like help and advice you could talk to an organisation like Citizens Advice or Community Legal Advice.

You can ask them to talk to the Tax Credit Office on your behalf. But they can't talk to anyone without your permission.

If you do ask someone to act for you, you will need to give them permission, either by completing a special form or by writing a letter.

• You want someone to act on your behalf for tax credits - what to do

• Contact the Citizens Advice Bureau Opens new window

• Contact Community Legal Advice Opens new window

More useful links

• Tax credits - rights and responsibilities

• Download the HMRC leaflet 'What happens if we have paid you too much tax credit?' (PDF, 113K) Opens new window

• Help with PDF files