Child Trust Fund: Dealing with problems
There are certain child trust fund (CTF) decisions that can be appealed. These are listed in the appeals section and follow the tribunal service route.
However, claimants may experience other problems with the CTF where there is no right of appeal or they wish to complain about the service they have received.
How to complain depends on whether the complaint is about HMRC or the CTF account provider.
Complaints about HMRC
In the first instance, complaints should be sent in writing to:
The Customer Service Manager,
Child Trust Fund Office,
If the reply received from HMRC is still not satisfactory, you can ask them to look at the complaint again. This is often called a ‘Tier 2’ complaint.
Complaints about a CTF provider
Initial complaints about a provider should be made directly to them and follow their normal complaints procedure. If the response is unsatisfactory, the complaint can be progressed further to the Financial Ombudsman.