If you are having a problem with the Child Trust Fund (CTF), the following information may help point you in the right direction.
If you are finding it difficult to choose the right type of CTF account, this link will take you to our step by step guide - www.ctfhelp.com
Questions
What can I do if I have a complaint about how my child's CTF account is set up or operated?
What do I do if I disagree with a decision HM Revenue & Customs has made about my child's CTF account?
Answers
What can I do if I have a complaint about how my child's CTF account is set up or operated?
If you are unhappy with the way your provider is administering your child's CTF account, you can complain to the provider (the provider will tell you how to do this). If you are not happy with their response, you can complain to the Financial Ombudsman. Use the following link to find out more.
Financial Ombudsman
If you are unhappy with the way HM Revenue & Customs has handled any aspect of your child's CTF account, we can usually sort out any problems quickly and easily if you call the helpline on the number shown on the previous page.
Use this link for the Helpline telephone numbers
If you are still not satisfied, please write to
The Customer Service Manager,
Child Trust Fund Office,
Waterview Park
Mandarin Way,
Washington
NE38 8QG
and tell us about your concerns.
HM Revenue & Customs has a formal complaints procedure. This is outlined in our booklet "Putting Things Right", available from Contact Centres, Enquiry
Centres and advice centres like the Citizens Advice Bureau, or use the link below
HM Revenue & Customs leaflets
If you are unhappy with the way HM Revenue & Customs has handled your complaint, you can also write to the Independent Adjudicator. Use the link below to find out more.
HM Revenue & Customs Independent Adjudicator
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What do I do if I disagree with a decision HM Revenue & Customs has made about my child's CTF account?
If you believe we have not operated the CTF in accordance with the legislation you can appeal against our decision on the aspect you disagree with. You can do this by writing to Child Trust Fund Office at the address above. If our decision is one against which you cannot appeal, we will let you know and you can ask your MP to take this up with the Parliamentary Ombudsman. Click on the link below to find out more.
The Parliamentary Ombudsman
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