Unhelpful CSA won’t give me the payment my ex made or allow me to lodge a complaint

The current arrangement with the CSA is ending due to the new CMS. My Ex Partner pays the CSA at the end of each month and they hold onto my money for at least a week before it reaches my Bank Account. (I have questioned this but they come up with all sorts of excuses as to why they can’t release it straight away – to me it’s just another way for the Government to make money out of separated parents.)

Anyway, my partner has agreed to pay me directly from Nov so the last payment he made through the CSA was Oct 31st. As of today (Nov 10th) I still have not received the payment from the CSA so I rang them, was told it was a manual payment and would call me back. When they did they advised it is now being processed (why did it need processing in the 1st place – it should have been paid to me automatically like previous months) and it will take 3-5 days to reach my bank account. I asked why an immediate payment couldn’t be made but the lady I spoke to could not (or would not) answer this. I said it was unacceptable as I have bills to pay and food to buy for my Daughter – but she basically said it wasn’t her problem.

So I asked her why it was a manual payment and she said they have thousands of cases to deal with so I said that wasn’t my problem either. I asked to speak to her manager but she refused saying she was in a meeting so I asked for a complaints name and address and she just gave me a PO Box No. I asked if the call was being recorded and she said No. I asked for her name but she refused to give me her surname. I am absolutely livid as if I hadn’t have rang them to ask where my money was – they would not have contacted me (she said as much) They are basically waiting for the receiving parent to ring before releasing the funds. Outrageous!