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The vast majority of parents apply for and use their childcare account without problems,
including getting their 30 hours eligibility code. Where parents have experienced
technical issues, HMRC has arrangements in place to ensure that they do not miss out
as a result. Manual codes are issued via a standard exception process that enables
parents to access a 30 hours place when they are eligible if they cannot get a digital
code within the required timeline. The number of manual codes issued has been decreasing
since September 2017 as the system has become embedded.<p> </p><p> </p><p> </p>To
31 October 2018, HMRC has received 4,560 complaints from parents who have experienced
technical issues with the childcare service.<p> </p><p> </p><p> </p>To 31 October
2018, HMRC has issued 35,370 codes manually to parents.<p> </p><p> </p><p> </p>To
31 October 2018, HMRC has paid out £200,000 in redress to parents for expenses such
as telephone calls to the helpline.<p> </p>
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