Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps the Child Maintenance Service takes to provide clear explanations and evidence when rejecting claims submitted by paying parents.

The Child Maintenance Service (CMS) trains caseworkers in making effective decisions, which includes explaining decisions effectively to customers and issuing letters containing information about the different factors considered and rules applied when making decisions. Caseworkers also adhere to a ‘contact hierarchy’ when assessing the most suitable form of communication, which gives them the discretion to consider other forms of contact if they deem appropriate.

CMS will investigate any claims received from Paying Parents and make decisions based on evidence provided or corroborated by other sources. If a decision is made to reject a claim, they will clearly explain in writing the reason for the decision, how to contact CMS to discuss it further, and the rights of dispute and appeal.

When a customer requests CMS to review a decision, known as a Mandatory Reconsideration, CMS will review any evidence held that informed the original decision, alongside any further evidence submitted by the deadline to inform the outcome of the Mandatory Reconsideration.

CMS issues a written Mandatory Reconsideration Notice to all customers involved in the case. The letter includes information on the type of decision reviewed, the date the original decision was made and the effective date, as well as the Mandatory Reconsideration outcome and reason for the decision.