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Chapter DMBM618455

Document Cited in Related
Vincent
Published date29 April 2016
Record NumberDMBM618455

TC customers have the right to object to having their overpayment coded out at any time in the process.

We will encourage the customer to remain in coding out as it is an effective way of collecting the overpayment or try to agree an alternative payment arrangement.

We will not normally cancel coding out unless the customer agrees to another payment method. But, if the customer insists that they do not want the overpayment coded out, and will not make an alternative arrangement then we must remove it from the code.

If so, the overpayment will be collected by an alternative route which may include referral to a DCA. You must make the customer aware of this during discussion.

Actions to take on receipt of an objection to coding out

If the customer contacts us by letter or by phone objecting to coding out, you should establish if the customer has a PAYE source of income; for example, is employed or receives a UK-based pension.

Staff working in DTO campaign offices that have access to NPS can view NPS to establish details of the customers’ employment. Only agree to stop the coding out process if the customer either:

  • does not have a PAYE source
  • agrees to make immediate payment by debit or credit card
  • demonstrates that they are genuinely unable to pay in full and that collecting the overpayment over 12 months through their tax code will cause them hardship - you should negotiate an acceptable time to pay arrangement (our preferred method is by direct debit)
  • insists they do not want the overpayment coded out...

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