You have a legal right to a copy of the personal information DWP holds about you, including your CMS case. This is called a subject access request (SAR). It is free and can reveal call notes, recordings and internal records that explain how a decision was made.
What you can ask for
- Your CMS case notes and the “contact history”
- Recordings or transcripts of your phone calls with the CMS
- Letters and documents on your file
- Records of how a decision was made, where they contain your personal information
You can only get your own personal information. Information that is only about the other parent will usually be removed or withheld.
How to ask
- Be specific. Say what you want and the dates it covers, for example “all call recordings and case notes about my CMS case from January to June”.
- Use the online form on GOV.UK (“Request your personal information from DWP”), or write to: Right of Access Requests, Mail Handling Site A, Wolverhampton, WV98 2EF. Check GOV.UK for the current address.
- Include your details: full name, address, date of birth, National Insurance number and, if you want call recordings, your phone number.
- Keep proof of when it was sent.
The SAR letter in the letter builder sets this out for you.
One month to respond
DWP should respond within one calendar month of receiving your request. It can extend this by up to two more months for complex requests, but must tell you within the first month. Track it with the deadline calculator.
Using what you receive
- Read the call notes against your own memory and records. Notes can be brief or wrong.
- Listen to recordings of key calls. Note the times of important statements so you can quote them accurately.
- In an appeal, relevant extracts can be added to your evidence with a short explanation. Make clear the full recording is available.
- In a complaint, recordings are strong evidence of what you were told.
If information is missing or late
Write to DWP and say what is missing. If you are still not satisfied, you can complain to the Information Commissioner’s Office (ICO).
Common questions
Can I ask for recordings of calls the other parent made?
Not through a SAR, as that is their personal data. In an appeal you can ask the tribunal to direct disclosure of specific evidence if it is relevant.
Does a SAR delay my appeal?
No. They are separate. Do not wait for a SAR before appealing: send the appeal on time and add evidence later.
Sources and law
- UK GDPR, Article 15 (right of access)
- Data Protection Act 2018
- GOV.UK: Request your personal information from DWP
