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<p>Significant improvements have been made to the online service ‘My Child Maintenance
Case’ allowing Child Maintenance Service customers to digitally report a large range
of changes that impact their case.</p><p> </p><p>If a customer believes the Child
Maintenance Service have made the wrong decision about how much child maintenance
must be paid or received, they can ask the Child Maintenance Service to look at the
decision again under their mandatory reconsideration process.</p><p> </p><p>Information
on how to request a mandatory reconsideration is included within any decision notification.
Further information is also available on gov.uk. <a href="https://www.gov.uk/child-maintenance-service"
target="_blank">Child Maintenance Service: What child maintenance is - GOV.UK (www.gov.uk)</a>
& <a href="https://www.gov.uk/mandatory-reconsideration" target="_blank">Challenge
a benefit decision (mandatory reconsideration): Eligibility - GOV.UK (www.gov.uk)</a>.</p><p>
</p><p>A dispute or a mandatory reconsideration cannot currently be reported online.
However, following a decision being made, if a parent raises a linked change via My
Child Maintenance Case within 32 days of the original decision, this will automatically
be considered as a mandatory reconsideration request. For example, a parent raises
a shared care change on My Child Maintenance Case within 32 days of a shared care
decision being made, the Child Maintenance Service will look at the original decision
under a mandatory reconsideration.</p><p> </p><p>Plans are in place to improve the
information provided to child maintenance customers. This will provide a clear digital
route to guide customers on how to challenge a decision through My Child Maintenance
Case. These changes are being looked at in 2024/25.</p>
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