A Subject Access Request (SAR) gives you access to everything CMS holds about you — every case note, every call record, every internal comment, and the real timeline of your case. If you are dealing with CMS, submit one today. It is free, it is your legal right, and what you find may change everything.
Call recordings are only kept for approximately 14 months. Once they are deleted, they are gone. If CMS told you something different on the phone to what they recorded, that evidence disappears. Submit your SAR today.
Under the Data Protection Act 2018 and UK GDPR Article 15, you have the legal right to request a copy of all personal data that any organisation holds about you. For CMS cases, this means DWP must provide everything they hold — completely free of charge — within one calendar month.
Every entry ever made on your case — what was recorded during calls, what decisions were made and why, and what internal advisors actually said vs what you were told.
Recordings of every phone call you have had with CMS — but only if you explicitly request them. If you don't ask, you won't receive them. Kept for approximately 14 months only.
The exact figures used to calculate your liability — the income data, what HMRC information was used, and how arrears were calculated. Errors become visible immediately.
Letters sent and received, internal emails, and notes on communications. Often reveals that letters CMS claims to have sent were never actually sent — or vice versa.
How your complaints were handled internally — including notes from advisors that may directly contradict the official outcome you were given.
Every automated action taken on your account — Deduction from Earnings Orders, enforcement triggers, payment processing — with dates and times.
"If you're dealing with the Child Maintenance Service, do a DSAR. Seriously. Do it ASAP."
"I've been battling with them for years and finally got my Subject Access Request back today, and I honestly wish I had done it much earlier. Within a few hours of going through it, I've already found over 30 separate examples of things not being right. That includes wrong calculations, notes admitting errors, being told one thing but something completely different being recorded, delays, failures to act, being misinformed, and arrears being created because of their own actions. The most frustrating part is that it's all there in their own system notes."
"What really stood out to me is how complaints and investigations have been handled. There are internal notes from their own advisors that clearly contradict decisions that were made, but when it comes to the final outcome, especially through ICE, it feels like they've picked and chosen what suits their narrative and ignored anything that doesn't. So you end up with evidence on file saying one thing, but the official outcome saying something completely different, and you're left thinking you're the one in the wrong."
"A DSAR gives you access to everything behind the scenes — full case notes, what was actually recorded during calls, internal comments, and the real timeline of events. It shows you what's actually happened rather than just what you've been told."
"My advice to anyone dealing with CMS is to put in a DSAR as soon as possible. Don't rely on phone calls. Keep everything in writing. Question everything. And always compare what they're telling you with what's actually recorded."
"This isn't just about money. It affects your mental health, your relationships, and your whole life. For me, seeing it all written down has been a shock, but it's also confirmed that I wasn't imagining things over the years. If something doesn't feel right with your case, trust that instinct and get your records. Once you see them, you might realise the issue isn't you."
The whole process takes about 10 minutes online. DWP must respond within 30 calendar days.
CMS is part of DWP. Do not contact CMS directly to request a SAR — go to the DWP personal information request portal. CMS staff cannot process SAR requests on your behalf.
Submit SAR Online — DWP Portal →You will need to provide proof of identity. Have your National Insurance number, full name, date of birth, and current address ready. DWP will verify your identity before processing the request.
The more specific your request, the more useful your response. DWP can return hundreds of pages — narrowing it helps. Include your CMS case reference number if you have it.
This is the single most important thing people miss. If you do not specifically ask for call recordings, you will not receive them. You will only get written case notes.
DWP must provide your data within one calendar month of receiving your request. If they need more time (for complex requests) they must tell you within that month. If they fail to respond, you can complain to the ICO.
When your data arrives, it may be hundreds of pages. Go through it chronologically. Compare what you were told in each communication against what was actually recorded. Note every discrepancy — date, what you were told, what the system shows.
Your SAR data is evidence. Add it to your case timeline. Reference specific entries in your complaint letters, ICE referral, and any MP correspondence. If there are internal notes that contradict a CMS or ICE decision, that is grounds for challenging the outcome.
CMS uses HMRC income data to calculate your payments. If you believe the income figure used was wrong, a separate SAR to HMRC can reveal what income data they actually provided to CMS — and whether CMS used it correctly.
DWP cannot charge you for a SAR. It is completely free under UK GDPR.
DWP must respond within one calendar month. Complex requests may be extended to 3 months — but they must tell you.
You can submit multiple SARs. If your situation changes or new events occur, you can request an updated copy of your data.
Third-party information (e.g. the other parent's data) will be blacked out. This is normal — you will still receive all your own data.
It takes 10 minutes. It is free. It is your legal right.
What you find could change your case entirely.
Need help putting in your SAR? Ask in the campaign community or email us.