The Tax Credit Office is set by the government to provide a good service, but you have right to complain in case you are unsatisfied with their performance or if you feel their service is quite poor from your personal experience.If you’ve had a bad experience, let the Tax Credit Office know as soon as possible. You may want to complain about mistakes you think they have made unreasonable delays or how you have been treated. The Tax Credit Office is keen to learn from errors and put things right as quickly as possible.

As a first step, you should contact the Tax Credits Complaints Manager by calling the Helpline on 0845 300 3900 or text-phone 0845 300 3909, writing to: Complaints Manager, Tax Credit Office, PO Box 145, Preston, PR1 0SB, or visiting any HM Revenue & Customs (HMRC) Enquiry Centre.Tell the Tax Credit Office all you can about your complaint, including what went wrong, when it happened, who you dealt with and how you would like it settled. If you write in, put ‘Complaint’ at the top of your letter and include your full name and address, National Insurance number, telephone number or email address. They will look at your concerns and contact you, normally within 15 days. They try to resolve most complaints at this stage.

If you are unhappy with their response, you can ask them to look at your complaint again. They will take a fresh look at it and how they have handled it and give you a final decision. You can do this in writing, by phone or you can ask the person you have been dealing with to do it for you.
If you are unhappy with this decision you can ask the Adjudicator to look into your complaint. The Adjudicator is an independent referee and can be contacted at The Adjudicator’s Office, 8th Floor, Euston Tower, 286 Euston Road, London, NW1 3US.Tel: 030 0057 1111 or 020 7667 1832. Fax: 030 0057 1212 or 020 7667 1830.

• If you are still not happy with how your complaint’s been handled, you can ask an MP to refer your case to the Parliamentary Ombudsman. For more information visit the Parliamentary Ombudsman Service website, call the Parliamentary and Health Service Ombudsman Helpline on 0845 015 4033, send a fax on 020 7217 4000 or send an email to end a fax on 020 7217 4000
• send an email to phso.enquiries@ombudsman.org.uk
If you need to complain the Tax Credit Office will tell you that they have received your complaint, who is dealing with it and when they will reply