Child Trust Fund problems - where to start

If you have any problems with your Child Trust Fund (CTF), there's plenty of support and advice available to help you. Find out, for example, what to do if you can't find paperwork, payments haven't been made or you're unhappy with a provider.

You've lost details of your CTF account provider

If you lose the details of your account provider, contact the Child Trust Fund Helpline.

It will be helpful to have your child's Unique Reference Number when you call. You can find the number on your voucher or on any paperwork issued by HM Revenue & Customs (HMRC).

If you can't find the Unique Reference Number, contact the Child Trust Fund Helpline anyway.

You haven't got an extra CTF payment you were expecting

If you think your child should get an extra CTF payment (for example if you're on a low income or your child gets Disability Living Allowance) but you haven’t been paid it, contact the Child Trust Fund Helpline.

You're unhappy with a CTF account provider

Take the following steps if you're not happy with a CTF account provider:

• step one: complain to the provider if you're not happy with how they're running the account
• step two: complain to the Financial Ombudsman, if you are not happy with the provider's response

You can consider changing to a different CTF provider.

You're unhappy with the way HMRC has handled a CTF account

If you’re not happy with HMRC, for example, if you have not got a payment you think you are entitled to, you can take the following steps:

• step one: call the Child Trust Fund Helpline - they will try to sort things out as quickly as possible
• step two: if you are not happy with the response from the Helpline, write to:
• The Customer Service Manager
  Child Trust Fund Office
  Waterview Park
  Mandarin Way
  Washington
  NE38 8QG
• step three: if you are still unhappy, write to the Adjudicator - the Adjudicator is a fair and unbiased referee, independent of HMRC, whose services are free

You disagree with a decision made by HMRC

You can sometimes appeal against a decision made by HMRC. For example, you can appeal if HMRC decides not to issue you with a voucher.

To appeal, you need to write a letter explaining what you don't agree with and why. Send this to:

The Customer Service Manager
Child Trust Fund Office
Waterview Park
Mandarin Way
Washington
NE38 8QG

HMRC will let you know if the decision is one you can't appeal against.

If you can't appeal, you can then ask your MP to take your case up with the Parliamentary Ombudsman.

Problems with your CTF voucher

You might have a problem with your voucher, for example:

• you may have lost it
• the expiry date has gone past and you haven't opened an account
• the details on it are wrong

To find out how to sort out a problem with your voucher use the link 'Understanding the Child Trust Fund voucher'.

More useful links

Provided by HM Revenue & Customs who administer the Child Trust Fund