A Distraught Pensioner's Victory
A pensioner has successfully won a months-long battle with the Department for Work and Pensions (DWP) after being told he owed a substantial amount of money. With the assistance of HOAR, Robert Vincent was able to challenge the DWP's claim that he owed £22,000 due to errors in his pension credit application.
Understanding Pension Credit
Pension credit is a benefit designed to assist individuals over the state pension age (currently 66) who have a low income in meeting the cost of living. It provides a top-up to their weekly income, ensuring a minimum amount of £201.05 for single pensioners and £306.85 for couples.
A Burdening Repayment Plan
Initially, Mr. Vincent was put on a plan that would have required him to repay the money until the age of 86. This forced him to cancel all his insurance policies in order to afford food. The DWP insisted he repay £258.72 every four weeks until February 2030, followed by £105.17 until the debt was settled.
Disputing the Repayment Plan
Mr. Vincent disputed the repayment plan but acknowledged that he would repay the money if he had indeed made an error. The DWP had accused him of providing incorrect income information when he initially applied for the benefit six years ago.
HOAR's Intervention
After HOAR intervened on Mr. Vincent's behalf, the DWP was urged to investigate his claim. Initially, the DWP maintained that Mr. Vincent had declared the wrong pension income figure. However, after nearly five months of back-and-forth, it was revealed that the fault actually lay with the DWP, not the retiree.
DWP Admits Error
In a letter to Mr. Vincent, the DWP admitted its mistake, stating that a staff member had misheard his pension income during his application over the phone. The DWP also acknowledged that Mr. Vincent had flagged this discrepancy multiple times between 2017 and 2023, but no action was taken.
No Repayment Required
The DWP has now confirmed that it will not ask Mr. Vincent to repay the money, and it has refunded him the £976 he has already repaid since September. Mr. Vincent is now seeking compensation for the distress caused by this ordeal.
Instances of Benefit Overpayments
Many benefits claimants have been asked to repay money they were awarded in error in recent years, often due to mistakes by the DWP. Government figures indicate that approximately £330 million was overpaid in pension credit in the year leading up to October 2022.
Seeking Further Comment
HOAR has reached out to the DWP for additional comment on this matter.
What to Do If Asked to Repay Money
If the DWP believes you have been overpaid a benefit, it will send you a letter explaining what happened and how much you owe. If you disagree with the decision, you can request a reassessment and a "mandatory reconsideration." If you still do not agree with the outcome, you can appeal the decision at a tribunal. Additionally, you have the right to make a complaint about the customer service you receive from the department.
Complaints Resolution Process
If you decide to make a formal complaint, request the initiation of the DWP's complaints procedure either in writing or over the phone. A complaint resolution manager will review your case and provide a final response. It is advisable to keep any correspondence related to your benefit claim in case issues arise in the future. If you are dissatisfied with the response to your complaint, you can write to the independent case examiner for an alternative opinion, but you must do so within six months of receiving a response.
For a comprehensive guide on how to make effective complaints, read our article here.
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