Advice and information
When we know that too much money has been paid, we will work out the amount and tell you if you have to repay it and the reason why. We will tell you if a loan needs to be repaid. We will also tell you about ways you can pay the money back.
We will tell you what you need to do and what information we need. We will explain things clearly, but if you are not sure, ask us to explain again.
We can provide advice and information in other formats and languages.
If someone is helping or representing you
If you want us to give information to someone who is helping or representing
you (in writing or over the phone), we need you to give us your written authority
to do this.
If you think the decision we have made is wrong
If you need more information, please ask us to explain how we have made the decision. If you think the decision we have made is wrong, ask us to look at it again. Please contact the Contact Centre you have been dealing with within one month of the date of the letter giving you the decision.
In most cases you will be able to appeal to an independent tribunal if you still think the decision is wrong. The letter telling you about our decision will tell you if you can appeal. You can get a leaflet about how to appeal by contacting us, or from the office who paid you the money.
What to do if things go wrong
If you think something has gone wrong with the service we provide or we have not met the standards in this Charter, we want to know so that we can try and put it right.
If you wish to make a complaint about our service during a telephone call with a member of our staff, and it cannot be resolved during the conversation, you will be given the opportunity to discuss your concerns with the section Team Leader in order to resolve the problem.
If the complaint is still not resolved after discussion with the Team Leader, you will be invited to put your complaint in writing within 14 days.
If you are unable to put the complaint in writing, the Team Leader will write to you and ask you to confirm by telephone, within two weeks of the date of the letter, that you wish to take the complaint forward.
Formal complaint
The matter will become a formal complaint when a written complaint or telephone confirmation is received.
We will reply to your complaint within 7 working days of receiving it. If we cannot deal with your complaint fully within 7 days, we will tell you if there is anything we need you to do and when to expect a full reply.
You may want to ask a Citizens Advice Bureau or similar organisation for help and advice. You may also take the matter up with your Member of Parliament, Member of Scottish Parliament or Welsh Assembly Member.
Our response
When you receive our response to your complaint it will also contain details of how to contact the Manager of the Contact Centre should you believe that the response does not satisfactorily deal with your complaint.
If you do not consider that any subsequent response you receive from the Manager of the Contact Centre satisfactory deals with your complaint you will be given details of how to submit your complaint to the Head of Debt Management.
Independent Case Examiner
If you do not consider that the response you receive from the Head of Debt Management satisfactory deals with your complaint you will be given details of how to take your complaint further to the Independent Case Examiner. If you choose to contact the Independent Case Examiner this must be done within six months of receiving a response from the Head of Debt Management.
The Independent Case Examiner will take a fresh look at the facts of the case in order to determine a satisfactory outcome but does not consider matters of law or government policy.