Why this portal exists
The CMS Unheard Appeals Portal gives people an opportunity to describe their experience of the Child Maintenance Service. Its purpose is to help identify recurring concerns involving calculations, affordability, evidence, customer service, enforcement, complaints and access to independent appeal routes.
Anonymity
Do Not identify any child involved in proceedings and Do Not publish confidential documents. DO NOT share your names or any names or combination of details that could identify you or any child or persons related to your case. No Allegations No Defamtion. You can remain anonymous,faces can be blurd, voices acan be alterd on request. Please bring only facts of your case records.
Consider obtaining independent legal advice before discussing an ongoing case, active investigation or matter subject to reporting restrictions.
Record Your Story
Answer each question clearly and honestly. Keep documents, addresses, reference numbers and children's personal information out of view.
1 Is your case a matter of unaffordability or miscalculation?
2 What are the facts or evidence in your case which support your claim?
3 What is your experience of dealing with the CMS, and how was your appeal handled by them?
Please include, where relevant, whether:
- You were moved to Collect and Pay.
- You requested a Mandatory Reconsideration.
- You submitted a Subject Access Request.
- You complained to the Independent Case Examiner.
- A liability order was issued against you.
- Your case went to an independent tribunal.
- You received clear reasons and responses within a reasonable time.
- Your evidence was acknowledged and properly considered.
- The CMS corrected any error you identified.
- The process affected your finances, wellbeing or family life.
4 Are you happy with your child care arrangements or have you been forced to accept an unsatisfactory role?
Simple Recording Guide
Use a quiet location
Place your phone at eye level, face a window or light source and make sure your voice can be heard clearly.
Keep it factual
Use dates, decisions, amounts and documented events where possible. Clearly distinguish facts from your opinion.
Protect private information
Do not show decision letters, addresses, bank records, National Insurance numbers or identifiable information about children.
Consent and Publication Checklist
Before sending your video
Your email should confirm that you understand and agree to the following:
- The experience described in the recording is your own.
- You are voluntarily submitting the video for review.
- You give permission for an accepted video to be published on the CMS Unheard Appeals Portal, YouTube and related Right First Time UK pages.
- You understand that publication is not guaranteed and that the project may decline or return a submission.
- You understand that the recording may be edited for length, clarity, privacy or legal safety without changing its essential meaning.
- You have removed children's names, images, school details and other information capable of identifying them.
- You have removed addresses, telephone numbers, account details, National Insurance numbers and CMS reference numbers.
- You have not shown confidential court papers or documents subject to reporting restrictions.
- You have not included knowingly false, threatening, abusive or discriminatory content.
- You understand that a published video may be seen and shared by members of the public, journalists, MPs and campaign groups.
Send Your Video
Attach your recording or provide a secure download link and send it to:
unheardappeals@gmail.comSuggested email subject: CMS Unheard Appeals Video Submission
In the email, briefly state which categories apply to your case, such as miscalculation, unaffordability, Collect and Pay, mandatory reconsideration, liability order or tribunal.
How to Challenge a CMS Decision
The portal does not replace the official challenge, complaint or appeal process. Check the deadline shown on your own decision letter.
Check the decision
Read the decision letter carefully. Identify the income, shared-care, variation, arrears or other information you believe is wrong and collect supporting evidence.
CMS complaints and appealsMandatory reconsideration
Ask the CMS to look at the decision again. GOV.UK states that a request about a CMS payment decision should normally be made within 30 days of the date on the decision letter.
Mandatory reconsideration guidanceAppeal to a tribunal
If you disagree with the mandatory reconsideration outcome, you may be able to appeal to the independent Social Security and Child Support Tribunal.
Tribunal appeal overviewSubmit the appeal
The tribunal application normally requires the mandatory reconsideration notice. Follow the official instructions and explain clearly why you believe the decision is wrong.
Submit an appealChild maintenance appeal form
Form SSCS2 is the official form for appealing a Child Maintenance Group decision made by the Department for Work and Pensions in England, Scotland and Wales.
Open form SSCS2Prepare your documents
Organise decision letters, payment records, calculations, correspondence, bank evidence and relevant CMS records in date order. Send evidence as early as the tribunal directs.
Tribunal hearing guidanceOfficial Guidance and Independent Support
Use original official pages to check current procedures, requirements and deadlines.
Child Maintenance Service
Official GOV.UK information about applying, calculations, payments, changes and managing an existing case.
Official CMS serviceCMS complaints and appeals
Official guidance covering service complaints, mandatory reconsideration and appeals against payment decisions.
Complaints and appealsMandatory reconsideration
General GOV.UK guidance about asking for a DWP decision to be looked at again.
Reconsideration guidanceAppeal to a tribunal
Official information about appealing a benefit or child maintenance decision to an independent tribunal.
Appeal guidanceSubmit an appeal
Find out what information and documents are required to submit a tribunal appeal.
Submit an appealIndependent Case Examiner
ICE can independently examine certain unresolved complaints about DWP services after the relevant internal complaint route has been completed.
ICE complaint guidanceDWP complaints procedure
Official information about making a complaint concerning DWP service and escalating an unresolved complaint.
DWP complaints procedureCitizens Advice
Independent information about challenging what the CMS says a paying parent should pay.
Citizens Advice guidanceNorthern Ireland guidance
Northern Ireland has a separate appeals process through the Appeals Service. Use the applicable regional guidance.
Northern Ireland guidanceImportant Disclaimer
The CMS Unheard Appeals Portal and Right First Time UK are independent public-interest projects. They are not part of, endorsed by or officially connected with the Department for Work and Pensions, Child Maintenance Service, HM Courts & Tribunals Service, GOV.UK or YouTube.
Videos contain contributors' personal accounts, opinions and recollections. Publication does not establish that every statement is independently proven and does not mean that Right First Time UK endorses every allegation. Where appropriate, contributors should provide supporting evidence privately for editorial verification.
This portal does not provide legal, financial or welfare-rights advice. Sending a video does not start a mandatory reconsideration, complaint or tribunal appeal and does not stop any legal or administrative deadline. Contributors remain responsible for following the relevant official process.
Submissions containing children's identities, confidential family-court material, personal financial information, threats, abuse or unsupported allegations against identifiable private individuals may be declined, edited or removed.