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Things that might go wrong

You may feel 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 you have been paid does not match the payments shown on your award notice
• your payments have stopped unexpectedly

Your award notice

When HM Revenue & Customs (HMRC) 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 HMRC 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 HMRC 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.

HMRC 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 HMRC they’re staying in education or training
• you’ve changed your bank account but not told HMRC
• 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 (opens new window)

Your personal details

HMRC work out how much to pay you from what you tell them about your income and family circumstances, therefore it’s really important that you tell them about any changes straight away.

There are some changes you have to tell HMRC about within a month. The checklist that came with your award notice will tell you which ones. It’s also a good idea to tell HMRC about any other changes straight away to avoid an overpayment.

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

When you contact HMRC, they will record what you have told them and send you a new award notice within 30 days.

• Tax credits: how and when to tell HMRC about changes

Other help you might need

You might need help from the Tax Credit Office if:

• you’re unhappy with HMRC's decision about an overpayment
• you can’t afford to repay an overpayment
• HMRC have asked you to pay a penalty
• HMRC are carrying out an enquiry into your award
• you’re unhappy with our service

Overpayments

If you don't agree you should pay back an overpayment, you have the right to dispute our 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 (opens new window)
• Find out what to do if you’re having difficulty repaying an overpayment (opens new window)

Penalties

HMRC may charge you a penalty if:

• you haven't told them about a change in your circumstances when you should do so
• you’ve given them wrong information about your tax credits claim
• you don’t give them information or evidence that they ask for

You do have the right to appeal against any penalty.

• Tax credit penalties (opens new window)

Tax credit enquiries

If HMRC decide to check your award during an enquiry, they will write to you and explain what will happen. They will also:

• ask for more information to help us understand your circumstances
• look at your award or claim in full
• explain your rights

If you’re worried about this or you don’t have all the information we’ve asked for, call the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909.

• Tax credit enquires (opens new window)

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 HMRC about the problem before you make an appeal. So please contact them first to see if they can put things right. Call the Tax Credit Helpline on 0845 300 3900 or textphone 0845 300 3909.

• Appealing against a tax credit decision (opens new window)

How to complain

If you’re not happy with HMRC service please get in touch with them as soon as possible. HMRC will try to put things right as quickly as they can.

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

• Tax credits - how to complain (opens new window)

Independent help

If you'd like help and advice you could talk to an organisation like Citizens Advice or Community Legal Advice. You can ask them to talk to HMRC on your behalf. But HMRC can't talk to anyone without your permission. If you do ask someone to act for you, please write and tell HMRC:

• the name and address of the person
• the address and contact details of the organisation acting for you

You can write to HMRC at:
Tax Credit Office
Preston
PR1 0SB

• Contact the Citizens Advice Bureau (opens new window)
• Contact Community Legal Advice (opens new window)

More useful links

• Download the HMRC leaflet 'What happens if we have paid you too much tax credit?' (PDF document, 97K) (opens new window)
• Help with PDF files
• Tax credits - rights and responsibilities (opens new window)