Question to the HM Treasury:

To ask the Chancellor of the Exchequer, how many complaints have been revived from people left unable to access their childcare account as a result of technical difficulties in each year since the introduction of those accounts.

This question was answered on 19th November 2018
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 to enable 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 and enhanced.

To 31 October 2018, HMRC has received 4,560 complaints from parents who have experienced technical issues with the childcare service.

To 31 October 2018, HMRC has issued 35,370 codes manually to parents.

To 31 October 2018, HMRC has paid out £200,000 in redress to parents for expenses such as telephone calls to the helpline.