Child Support Agency asked to review how it deals with victims of domestic abuse

What happened

Ms W asked the Child Support Agency (CSA) to review her former partner's child maintenance liability when she found out that he had inherited a property. The CSA replied that it could only do this if she applied for a variation and explained that any information she gave would be shared with her former partner. (A variation means that the CSA can consider if a parent's additional income affects the maintenance due).

Ms W talked to the CSA about this over the next two years. She did not apply for a variation at that time because she was worried about what impact that would have on her and her child as she had been a victim of domestic abuse. When Ms W eventually felt sufficiently safe to apply for a variation, her maintenance assessment more than doubled. Ms W asked the CSA to backdate this increased assessment over the two years, but it told her that its policy meant it could not do so.

She complained to the Independent Case Examiner (ICE), which did not uphold her complaint.

What we found

We did not uphold Ms W's complaint. The CSA had followed its guidance and the law, and ICE had also reached reasonable conclusions.

However, we were concerned that Ms W had missed out financially because the CSA's policy did not allow it to take her vulnerability into account when considering her case.

Putting it right

We asked the CSA to review its policy around variations, taking into account the needs of vulnerable customers.

It agreed to do this.