Guide to Financial Redress for Maladministration
Categories of Special Payments
Overview
41 It is essential to categorise special payments accurately for Departmental accounting purposes, details of which are contained in paragraphs 45 to 64 of the “Financial Redress Administration Guide” (FRAG). All special payments in respect of financial redress for maladministration should be considered under the following categories:
Extra-statutory
- loss of statutory entitlement (see paragraphs 43-51)
Ex gratia
- actual financial loss (see paragraphs 52-87)
- delay (see paragraphs 88-122)
- consolatory payments
- gross inconvenience resulting from persistent error (see paragraphs 129-139)
- gross embarrassment, humiliation or unnecessary personal intrusion (see paragraphs 140-148) and
- severe distress which has significantly impacted on a customer's physical or mental health (see paragraphs 149-160).
- additional categories for the Child Support Agency (see paragraphs 161-203).
Exceptional cases not covered by specific instructions/guidance
42 Exceptionally, cases may arise which provide a very strong case for sympathetic treatment but which are not specifically covered by the categories and the criteria described in this guide. Such cases should not be rejected automatically but referred to DWP Viewpoint for consideration.