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Dispute - Step 3 Write a Case History / 2nd Tier Complaint If and when the first appeal stage fails, move on to 2nd tier complaints during which you should stress that this is also still a dispute, not just a complaint. We recommend that you do this by writing a Case History (or case letter). It just needs to be in date order with brief outlines of what happened at each stage. Although it may take a while to track down dates, times and information for your own history, I promise you that in terms of your dispute it will become very useful. See here for a Guide to Translating Your Data and Writing Your Case History. Send the copies of the 1st appeal response and your case history with a covering letter stressing issues that may have gone ignored, or to question how reasonable the decision was, to :
Copy in your MP (using appropriate cover letter) to make him aware of your case. An easy search to find your MP is here, and some of our members have said that when they e-mailed their MP through They Work For You, they got a faster response. Another easy to use site is Write To Them; they have a good help section about what to do if your MP doesn't respond. Throughout all this, keep full records of any contact with the Tax Credit Office; dates, times and content of telephone calls, copies of letters etc. Send everything by recorded delivery because the Tax Credit Office are now playing the 'we never received it' game and you may need proof of delivery at a later stage. Do not agree to meet with them, don't let them in if they turn up (tell them you are in RRR / Appeal / Dispute) and don't arrange repayment (ha!) until EVERYONE has failed your Appeal / RRR / Dispute. If TCO hassle you or affect your payments, complain that you are still in Dispute and as per their own legislation they should not be seeking to recover until this process has been exhausted. Sample "Dispute Status" complaint letter . This stage is only over if and when they write to inform you they have “decided to not allow your request”. Before moving on to the next stage, respond back to them complaining if any issues have been left unaddressed / acknowledged and / or you feel the decision is unreasonable (sample "Failed Dispute" response letter). If they start immediately hassling you for recovery before you are ready to respond send a "Pause Recovery" request letter.
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Please note that we are not tax professionals and are working on a voluntary basis, unpaid, in our ‘free time’. Between us, we have a lot of experience and knowledge in this area, gained over the last few years of supporting victims and helping them fight for justice and their rights. But legislation, operating practice and individual cases change all the time. While we aim to be professional and accurate at all times, please understand the circumstances we are working under, and accept our support, guidance and information in the sprit it is offered; goodwill and camaraderie.
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