Child Maintenance Service: Complaints
The question
To ask the Secretary of State for Work and Pensions, what the average time is for the Child Maintenance Service to resolve complaints escalated beyond initial review.
Answered by Andrew Western
The Department does not hold centrally collated information on the average time taken for the Child Maintenance Service (CMS) to resolve complaints escalated beyond initial review.
CMS follows the Department’s complaints service standard, aiming to resolve complaints, or provide a clear resolution plan, within 15 working days. For more complex cases, they keep complainants updated on progress and advise when a full response can be expected.
CMS continues to strengthen its complaints handling processes, drawing on insights from the Independent Case Examiner and operational feedback to support ongoing improvements and enhance the customer experience.
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