Application timeline

What you can expect from us

Within four weeks - we will start gathering information from the non-resident parent within four weeks of the application being received if the parent with care can give us contact details for the non-resident parent.
Within 12 weeks - we will aim to make an accurate decision on the application within 12 weeks, but in some cases this may take as long as 26 weeks. If we do not have current contact details for the non-resident parent, we will trace them as quickly as we can.

Within six weeks - where we are collecting child maintenance, we aim to make a first payment to the parent with care within six weeks of making the initial payment arrangements with the non-resident parent.
Within four months - If the non-resident parent has a job but either fails or refuses to pay, we will aim to obtain payment via a Deduction from Earnings Order (DEO) within four months of making initial payment arrangements.
Within one week - we will make maintenance payments to parents with care within a week of receiving the money from the non-resident parent.

Where a case has been referred to our specialist enforcement unit and we need to take enforcement action through the courts, our first step will be to obtain a liability order from the Magistrates' Court (in England and Wales) or the Sheriff Court (in Scotland) to establish the debt.
We will then use bailiffs or other methods available to us to enforce payment of the debt through the courts.
If the debt is still not paid, we may apply to the courts for the non-resident parent to be sent to prison. We can also ask for the non-resident parent's driving licence to be confiscated, or stop them from obtaining one.

Within one minute - we aim to answer telephone calls within one minute.
Within three weeks - we aim to reply to letters and either resolve complaints, or agree next steps, within three weeks of receiving them.

You can help us deal with your case quickly and accurately by giving us the information we need. When you contact us

tell us your National Insurance number and your CSA reference number (if you have one)
make sure the information you give us is accurate and up to date
if we need any further information, try to give it to us as quickly as possible.

If you need to get in touch with us or would like information on how your application is going then please contact us.

If we have not met your expectations then please get in touch and we'll do our best to resolve your complaint. You can find out more about our complaints process.