PARLIAMENTARY WRITTEN QUESTION
(19 May 2026)
Question Asked
To ask the Secretary of State for Work and Pensions, whether the Child Maintenance Service sends template letters to clients stating that a call was attempted in cases where no call was made.
Asked by:
John Milne (Liberal Democrat)
Asked by:
John Milne (Liberal Democrat)
Answer
The Child Maintenance Service (CMS) uses standard letter templates for efficiency, including references to attempted contact, but these are intended to reflect activity recorded on a case. If a letter indicates an attempted call, this should be based on a genuine attempt logged by CMS staff or its telephony systems. Template SMS messages are also sent to customers after failed call attempts.
If a customer believes they have received a letter that does not accurately reflect what has occurred, they are encouraged to raise the matter with the CMS directly so it can be investigated and corrected where appropriate.
Answered by:
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