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Posting this on behalf of a friend of the family, so sorry if the details are a bit hazy ... They claim child tax credits; apparently you need to renew the claim each year. So, he rang up to renew, and was told that he needed to supply them with his exact earnings for the year. He'd been on Job Seekers Allowance for part of the year, so explained this, and told them he'd contact the Job Centre to get the exact figure (and would be in touch again once he had it). It took something like 4 months before the Job Centre finally provided the information. He phoned them at least a dozen times and was given various excuses. On one occasion he was told that they now had the information and would post it off to him the next morning - it didn't arrive until 6 weeks later. During this time, the Child Tax Credit people told him that he'd missed the deadline for renewing. On top of that, they are now saying that he owes them money (I'm not quite sure why - overpayment perhaps?) He explained that the hold-up had been with the Job Centre, and this time was told that exact earnings figures weren't needed - an estimate would have been enough (and of course, they denied having said that exact figures were needed). He's been told that he has the right to appeal against the decision blah blah blah, and is being sent an appeal form. Is this the best way forward do you think? Or should he be looking at something more proactive and aggressive?