My first call to the Child Maintenance Service lasted 40 minutes. I came off the phone thinking I had explained everything. Months later, when I read the call notes, I realised most of it had not been written down. Here is what I would tell anyone about to make that first call.
1. The call is evidence, so treat it like evidence
Before you dial, write down the three points you need to make. Afterwards, write down what was said while it is fresh: the time, the adviser’s name and anything they promised. Use the call log template.
2. Ask the adviser to record your key points
It is fine to say: “Please can you note on my file that I do not agree the number of nights, and that I will send evidence.” Then confirm it in writing the same day.
3. Advisers are not decision makers
The person on the phone can explain, take information and pass it on. They cannot usually change a decision. If you disagree with a decision, say the words “mandatory reconsideration” and follow it up in writing.
4. The effective date is not the decision date
The maintenance usually starts from when the CMS first contacted the paying parent. So the first calculation letter can already show money owed. Do not be alarmed: check the date and the figures.
5. One month goes quickly
Almost every challenge has a one month time limit from the date on the letter. Letters can take days to arrive. Put the date in the deadline calculator the day the letter lands.
6. Nights are counted, not estimated
If care is shared, have your numbers ready: nights per fortnight, holidays, and the total for the year. “About half” is not good enough. The care nights counter helps.
7. Stay boring
Explain facts, not feelings. Advisers deal with conflict all day. The calm, specific parent is easier to help.
8. The online account is your friend
Messages sent through your online account are time-stamped and stay on your file. Use it to confirm phone calls, and screenshot what you send.
9. You can ask for your call recordings
Calls are recorded. You can ask for copies through a subject access request. They can settle arguments about what you were told.
10. You do not have to accept the first answer
If something sounds wrong, ask where the rule comes from. Politely, and in writing if needed. Many errors are fixed simply because someone asked.
If you only do one thing
Start a folder today, and put every letter in it in date order. Everything else is easier from there.
