HMRC Childcare Compensation Scheme

HMRC has announced the launch of a new compensation scheme for users affected by system issues when trying to register to the new Tax-Free Childcare Scheme.

Since April 2017, when the childcare service launched, IT glitches and other problems have prevented some parents from making claims.

If you’ve been unable to access Tax-Free Childcare through your childcare account for technical reasons, you may be able to get the government top-up as a one-off payment for Tax-Free Childcare. HMRC will also consider refunding any reasonable costs resulting from mistakes or unreasonable delays caused directly by the service not working as it should.

You may be eligible for these payments if you’ve:

  • Been unable to complete your application for Tax-Free Childcare
  • Been unable to access your childcare account
  • Have not received a decision about whether you’re eligible, without explanation, for more than 20 days

Make a claim

To make a claim, you must send HMRC the following information;

  • Your full name
  • Your home address
  • National Insurance number
  • A brief description of the issues you’ve had
  • Bank name, account number and sort code
  • Copies of receipts for payments to your childcare provider

An online claim form can be accessed via the following link;

Completed claim forms and information should be sent to:

Childcare Service 
HM Revenue and Customs 
BX9 1GR 

If you’re eligible for compensation, HMRC will write to you and make a payment directly into your bank account.


For more information on tax free childcare, please visit our earlier blog;

Tax Free Childcare

Article written by Donna McCreadie