The website exists because many parents enter the child maintenance system believing that it is straightforward, fair, and that problems will be resolved quickly once explained.
In reality, many discover a different experience. Phone calls are made, information is given, and agreements are discussed, yet later those conversations are not reflected in the system. Notes may be incomplete, fragmented, or missing entirely.
When issues arise, parents often turn to other avenues for help. This may include contacting MPs, specialist departments, or third-party organisations that claim to offer support. However, unless a case is very clear-cut, many parents still find themselves being passed between departments without meaningful resolution.
Some even pay for outside help, only to be told to write letters, wait for replies, or follow steps they could have done themselves. Meanwhile, their time, money, and energy continue to drain away.
The website was created to change that. It provides a structured, step-by-step path based on real-world experience of the system, showing parents exactly what to do, when to do it, and how to document everything properly.
Written evidence is critical. It highlights contradictions, mistakes, or misunderstandings that are often missed when relying on memory alone. Phone discussions should always be followed up with written confirmation so there is a clear and permanent record.
If an agreement is made over the phone, it should not be assumed that it has been recorded correctly. A parent should confirm the notes on the account, request written confirmation, and keep copies for their own records. If no letter is received, the parent should contact them again while the conversation is still recent and confirm the information has been entered properly.
Having your own copies protects you from lost records, system migrations, or incomplete notes. If the information is not properly recorded, it may later be treated as though it never existed.
This is the simple principle the website is built around:
If it is not in your possession, it does not exist.
Start taking control of your case
Follow structured steps, use written templates, and build your own evidence trail instead of relying on memory or phone calls alone.