HMRC childcare service compensation for technical failures

24 August 2017

If you’ve been unable to access Tax-Free Childcare through your childcare account for technical reasons, you may be able to claim compensation.

Since the Childcare Service went live in April there have been numerous reports that experiences of using the website have thrown up many challenges and frustrations and indeed earlier this month Nicky Morgan, chair of the Treasury Committee, wrote to HMRC requesting answers about the disappointing performance of its Childcare Service website.

HMRC has recognised the disruption and inconvenience that the issues have caused to some parents and are offering compensation through a government top-up as a one-off payment for Tax-Free Childcare. You may be eligible for these payments if you’ve:

  • been unable to complete your application for Tax-Free Childcare

  • been unable to access your childcare account

  • not received a decision about if you’re eligible, without explanation, for more than 20 days

HMRC will also consider refunding any reasonable costs directly caused by the service not working as it should, mistakes or unreasonable delays.

For full details on how to apply for compensation visit GOV.UK.