Please note: this is not a Concentrix webpage. If you need to contact Concentrix please use the telephone number and address provided in any letters they have sent you.
Concentrix are a company hired by HMRC to carry out tax credits checks. They use automated systems to carry out searches of financial records. Their search results can trigger an investigation called a compliance check.
You may receive a letter that suggests you have another adult living with you, even if you are a single parent. The letter may state that you are required to send information to Concentrix as part of their investigation. It is important to reply to the letter as soon as possible and before given the deadline, otherwise your tax credits could be suspended.
Another type of compliance check that can take place is a request for further details about your childcare provider.
Or if you are self-employed you might receive a letter about compliance checks into your working hours.
What triggers Concentrix checks?
Although Gingerbread does not know the exact reasons behind Concentrix enquiries, some of the possible triggers for an investigation may include:
- Bills that are still in joint names, eg mobile phones, utility bills
- Credit cards still in joint names
- Joint bank accounts (even if they are not used)
- Electoral roll records still listing your ex-partner as a resident in your home
- Council tax bills that still show an ex-partner’s name
- Tenancy agreements in joint names registered at your property
- Your child’s details appearing in financial records (if they are an adult but still living at home).
What should I do when I receive a compliance check letter?
You should call the number given in the letter before you attempt to gather all the documents requested. Compliance check letters are computer generated and making a telephone call first may help to resolve the investigation, or reduce the number of documents you are asked to send.
The telephone adviser should be able to tell you what specific documents are needed in your case. You can also explain why it may not be possible to send certain documents, and the adviser might agree to accept documents from you that are easier to locate.
Once you have confirmed the documents needed, you should send them to the address given in the letter as soon as possible, before the deadline stated in the letter. This is necessary to avoid your tax credits being suspended.
If you cannot reach Concentrix by telephone then you should reply to the address given in the letter. You should explain why you are unable to enclose all the documents they have requested, but enclose any requested documents that you can send.
Alternatively if you can visit a Citizens Advice bureau the advisers there will be able to make telephone contact with Concentrix on your behalf.
How can I complain?
If you wish to complain about the investigation, you can contact HMRC directly.
If you receive poor service from a Concentrix member of staff you can send a written complaint to:
PO Box 4949
How can I check whether the letter I have received is genuine?
Genuine correspondence will contain both the HMRC and supplier logo on the top-left of the page. If you’ve received a letter but are unsure if it’s from an agency working with HMRC you can check the HMRC website for more information or you can contact HMRC directly.
Other tax credits information
Reporting changes in your circumstances – if your circumstances have changed, for example if you’ve changed your working hours, started living with a new partner or changed your childcare arrangements, see our factsheet tax credits when your circumstances change for information on when you should inform HMRC.
Other sources of help and support
Call the Gingerbread helpline for support and expert advice on anything from dealing with a break-up, to going back to work or sorting out maintenance, benefit or tax credit issues: 0808 802 0925
. Calls are free. Please note: this is not a Concentrix or tax credits helpline. To speak to Concentrix you will need to call the number given in the letter you have received.
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Page updated 25/01/16