Strong template letters, evidence tools and complaint resources for parents dealing with the Child Maintenance Service. These resources are designed to help people explain issues clearly, protect evidence, challenge incorrect arrears, and request fair, evidence-based decision making.
Important: These templates are general guidance only. They do not replace legal advice. Always edit the template to match your own facts, evidence and dates.
How To Use Our Letter Templates
Our templates are designed to help you clearly explain your situation to the Child Maintenance Service (CMS), the Department for Work and Pensions (DWP), the Independent Case Examiner (ICE), your MP, or other organisations.
1
Choose The Correct Template
Select the template that best matches your situation, such as:
- CMS Complaint Letter
- Mandatory Reconsideration Request
- False Arrears / Disputed Debt Letter
- ICE Complaint Letter
- MP Support Request
- Subject Access Request (SAR)
2
Complete Your Details
Replace the information in brackets with your own details:
- Your name
- Address
- CMS reference number
- Date
- Contact details
3
Explain Your Situation
Clearly explain:
- What happened
- Why you disagree
- What evidence you have
- What outcome you are seeking
Keep your explanation factual, accurate, and focused on the evidence.
4
Attach Supporting Evidence
Where possible include copies of:
- Bank statements
- Payment records
- Payslips
- Payroll records
- Shared care evidence
- Court orders
- CMS correspondence
- Complaint responses
Never send original documents unless specifically requested.
5
Keep Copies
Always keep copies of:
- The completed letter
- Supporting evidence
- Emails sent
- Postal receipts
- Screenshots
These records may be important if your case is later reviewed, appealed, or investigated.
6
Submit The Letter
Send the completed letter to the appropriate organisation and keep a record of:
- Date sent
- Method used
- Any response received
7
Follow Up
If you do not receive a response within a reasonable time:
- Contact the organisation again
- Request an update
- Keep a record of all communications
Important Reminder:
The templates provided by Right First Time UK are guidance tools designed to help
you present information clearly and professionally. They do not replace independent
legal advice and should be adapted to reflect your own circumstances and evidence.
The strongest letters are usually those supported by clear facts, organised evidence,
accurate records, and a clear explanation of the outcome you are seeking.
Official Help Before You Send A Template
Use the links below to check that you are using the correct route. A complaint, Mandatory Reconsideration, tribunal appeal, ICE complaint and Subject Access Request are different processes.
CMS Complaints & Appeals
Check whether you need a complaint, Mandatory Reconsideration or appeal.
DWP Complaints Procedure
What to include in a complaint and what DWP may do to put things right.
Mandatory Reconsideration
Official DWP guidance and form for challenging a decision.
SSCS2 Child Maintenance Appeal
HMCTS form for an appeal after Mandatory Reconsideration where appeal rights apply.
Independent Case Examiner (ICE)
ICE says to wait for the final complaint response and normally contact ICE within 6 months.
Parliamentary & Health Service Ombudsman
Government complaints normally need referral by an MP.
Find Your MP
Find the constituency MP who may be able to assist or refer a PHSO complaint.
DWP Subject Access Request
Request CMS account information, evidence used in disputes and other personal records.
ICO Right of Access
Independent information-rights guidance on obtaining copies of your personal data.
ICO Right to Rectification
Use where factual personal information is inaccurate or incomplete.
Important: Do Not Let A Complaint Replace An Appeal Deadline
If you disagree with a CMS decision about the payment amount, GOV.UK says you must normally request Mandatory Reconsideration within 30 days of the date on the decision letter. A service complaint, ICE complaint, SAR or ICO complaint does not automatically extend or replace that deadline.
If you later appeal after the Mandatory Reconsideration decision, GOV.UK says the tribunal appeal should normally be made within one month of receiving that decision.
1. CMS Complaint Template
Use this when you are unhappy with CMS service, delays, ignored evidence, poor communication, incorrect records, disputed arrears, or enforcement action based on disputed information.
[YOUR NAME]
[YOUR ADDRESS]
[YOUR PHONE / EMAIL]
[CMS REFERENCE NUMBER]
[DATE]
Child Maintenance Service
Complaint Department
Subject: Formal Complaint – CMS Case Handling, Evidence Concerns and Request for Urgent Review
Dear Child Maintenance Service,
I am making a formal complaint regarding the handling of my child maintenance case.
My complaint relates to the following issues:
- Incorrect or disputed arrears
- Evidence I believe has not been properly considered
- Poor communication or delays
- Incorrect income, payment, shared care or household information
- Enforcement action based on information I dispute
- Failure to provide a clear explanation of the decision
Background:
[Explain briefly what happened. Include dates, decisions, payments, evidence sent and any CMS responses.]
Evidence Provided:
I have provided or can provide the following evidence:
- Bank statements
- Payment confirmations
- Payslips or payroll records
- Pension contribution evidence
- Shared care evidence
- Court orders
- CMS letters and messages
- Call logs
- Previous complaint or Mandatory Reconsideration records
What I Am Asking CMS To Do:
I request that CMS:
1. Fully reviews my case records.
2. Confirms what evidence has been received and considered.
3. Explains why any evidence has been rejected or not relied upon.
4. Provides a full breakdown of any alleged arrears.
5. Corrects any inaccurate records.
6. Pauses or reviews enforcement action where it is based on disputed arrears.
7. Provides a written response explaining the outcome.
Legal and Administrative Fairness:
As a public body, CMS should act fairly, reasonably, transparently and in accordance with proper evidence standards. Decisions should be based on accurate records and relevant evidence.
Please treat this as a formal complaint and confirm receipt in writing.
Yours faithfully,
[YOUR NAME]
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2. Mandatory Reconsideration Template
Use this when you disagree with a CMS decision about payment amounts, income, shared care, relevant other children, arrears, effective dates or variations.
[YOUR NAME]
[YOUR ADDRESS]
[CMS REFERENCE NUMBER]
[DATE]
Child Maintenance Service
Subject: Request for Mandatory Reconsideration
Dear Child Maintenance Service,
I am requesting a Mandatory Reconsideration of the decision dated [DATE OF DECISION].
I disagree with the decision because:
- CMS has used incorrect income information
- CMS has not properly considered my evidence
- Shared care has been recorded incorrectly
- Relevant other children have not been properly included
- Arrears have been calculated incorrectly
- Payments have not been credited correctly
- The effective date appears incorrect
- Other: [EXPLAIN]
Decision Being Challenged:
Decision date: [DATE]
Type of decision: [CALCULATION / ARREARS / SHARED CARE / INCOME / VARIATION / OTHER]
Reasons for Disagreement:
[Explain clearly why the decision is wrong. Keep it factual.]
Evidence Attached:
I attach the following evidence:
1. [Document name]
2. [Document name]
3. [Document name]
4. [Document name]
I request that CMS reviews all evidence fairly and provides a written explanation confirming:
- What evidence was considered
- What evidence was accepted
- What evidence was rejected
- Why any evidence was rejected
- How the revised decision was reached
Outcome Requested:
I ask CMS to revise the decision and correct the calculation / arrears / income / shared care record / relevant other children record / payment history.
Please confirm receipt of this Mandatory Reconsideration request in writing.
Yours faithfully,
[YOUR NAME]
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3. CMS Evidence Checklist
Use this checklist before complaints, Mandatory Reconsiderations, appeals, arrears disputes or enforcement challenges.
CMS Evidence Checklist
Personal Details:
[ ] CMS reference number
[ ] National Insurance number
[ ] Decision letters
[ ] Case reference documents
Income Evidence:
[ ] Payslips
[ ] P60
[ ] P45
[ ] Employment contract
[ ] Employer letter
[ ] Payroll records
[ ] Pension contribution evidence
[ ] Salary sacrifice evidence
[ ] Tax return
[ ] Accountant letter
[ ] HMRC records
Payment Evidence:
[ ] Bank statements
[ ] Standing order records
[ ] Payment confirmations
[ ] Screenshots of payments
[ ] Direct Pay records
[ ] Receipts
[ ] Payroll deduction evidence
[ ] Deduction from Earnings Order records
Arrears Evidence:
[ ] CMS arrears breakdown
[ ] CMS payment history
[ ] Account statements
[ ] Payment allocation records
[ ] Evidence of disputed payments
[ ] Historical records
Shared Care Evidence:
[ ] Child Arrangements Order
[ ] Parenting plan
[ ] School records
[ ] Medical appointment records
[ ] Text messages
[ ] Emails
[ ] Parenting app records
[ ] Calendar of overnight stays
Relevant Other Children:
[ ] Birth certificates
[ ] Household evidence
[ ] Benefit records
[ ] School records
[ ] Proof of residence
Complaints and Appeals:
[ ] Complaint letters
[ ] CMS complaint responses
[ ] Mandatory Reconsideration request
[ ] Mandatory Reconsideration notice
[ ] Tribunal appeal form
[ ] Tribunal bundle
[ ] ICE complaint records
Data and Records:
[ ] Subject Access Request submitted
[ ] SAR response received
[ ] Internal CMS case notes reviewed
[ ] Call recordings requested
[ ] Incorrect records identified
[ ] Correction request submitted
Important:
Always keep copies of everything sent to CMS.
Always record the date evidence was submitted.
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4. CMS Call Log Template
Use this every time you speak to CMS. Call logs can become important evidence if CMS later disputes what was said.
CMS Call Log Template
Date of call:
Time of call:
CMS phone number called:
Name of CMS adviser:
Department / team:
CMS reference number:
Reason for call:
[Explain why you called]
Summary of discussion:
[Write what was discussed]
What CMS said:
[Write key points]
Evidence discussed:
[Write any documents, payments, income details or shared care evidence mentioned]
Action CMS agreed to take:
[Write action promised]
Deadline given by CMS:
[Write date]
Your action required:
[Write anything you must do]
Concerns:
[Write any concerns, contradictions or unclear information]
Follow-up needed:
[Yes / No]
Next follow-up date:
[DATE]
Your name:
[YOUR NAME]
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5. CMS Complaint Escalation Flowchart
This simple flowchart helps people understand where to go next if CMS does not resolve the complaint.
Step 1: Raise the issue with CMS
Ask for the issue to be corrected. Keep records of calls, messages and evidence.
Ask for the issue to be corrected. Keep records of calls, messages and evidence.
Step 2: Make a formal CMS complaint
Explain what went wrong, what evidence was ignored, and what outcome you want.
Explain what went wrong, what evidence was ignored, and what outcome you want.
Step 3: Request a written complaint response
Ask CMS to explain what evidence was considered and why any evidence was rejected.
Ask CMS to explain what evidence was considered and why any evidence was rejected.
Step 4: Use Mandatory Reconsideration if it is a decision dispute
If the issue is a calculation, arrears, income, shared care or variation decision, request Mandatory Reconsideration.
If the issue is a calculation, arrears, income, shared care or variation decision, request Mandatory Reconsideration.
Step 5: Appeal to tribunal if appeal rights apply
Use Form SSCS2 where appropriate after receiving a Mandatory Reconsideration notice.
Use Form SSCS2 where appropriate after receiving a Mandatory Reconsideration notice.
Step 6: Escalate unresolved service complaints to ICE
The Independent Case Examiner may investigate service failure, delay, poor handling or maladministration after CMS complaints are exhausted.
The Independent Case Examiner may investigate service failure, delay, poor handling or maladministration after CMS complaints are exhausted.
Step 7: Contact your MP
Your MP may help escalate serious unresolved complaints and can refer cases to the Parliamentary and Health Service Ombudsman.
Your MP may help escalate serious unresolved complaints and can refer cases to the Parliamentary and Health Service Ombudsman.
Step 8: Consider SAR / DSAR records
Request your CMS/DWP records to check case notes, payment records, call records and evidence handling.
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Request your CMS/DWP records to check case notes, payment records, call records and evidence handling.
6. Strong Letter: Disputed Arrears / Ignored Evidence
Use this where CMS says arrears are owed but you believe payments, income, shared care or other evidence has not been properly considered.
[YOUR NAME]
[YOUR ADDRESS]
[CMS REFERENCE NUMBER]
[DATE]
Child Maintenance Service
Subject: Urgent Request for Review of Disputed Arrears and Evidence Handling
Dear Child Maintenance Service,
I am writing to formally dispute the arrears currently recorded on my child maintenance account.
I do not accept that the arrears figure is accurate because I believe CMS records do not properly reflect the evidence available.
The disputed issues include:
- Payments made but not credited
- Direct Pay payments not properly recorded
- Incorrect income information
- Incorrect shared care information
- Relevant other children not properly considered
- Incorrect effective dates
- Evidence submitted but not considered
- Enforcement action based on disputed information
I request that CMS provides a full written breakdown showing:
1. Every maintenance charge raised.
2. Every payment received.
3. Every payment allocated.
4. Every adjustment made.
5. The dates each arrears amount relates to.
6. The evidence relied upon.
7. The reasons any evidence has been rejected.
I also request that CMS reviews all evidence I have provided and confirms in writing:
- What evidence has been logged on my case file
- What evidence has been considered
- What evidence has been rejected
- The reason for any rejection
- Whether the arrears figure will be corrected
I ask CMS to ensure that no further enforcement action is taken on any disputed arrears until the evidence has been properly reviewed and a full explanation has been provided.
As a public body, CMS must act fairly, reasonably, proportionately and in accordance with proper evidence standards. Decisions should be based on accurate records and relevant evidence.
Please treat this matter as urgent and provide a written response.
Yours faithfully,
[YOUR NAME]
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