Customer Compliance Arranged Telephone Interview

[PomBlue]

I'm new here and am not too sure if this is the right section for this.

 

 

I have been sent a letter from the DWP with a time and date when they will phone to carry out a Customer Compliance Interview over the phone. I've read on this site that these are generated by a computer and are unlikely to be specifically aim at me on suspicion that I've done something wrong. I've also read that they focus on your bank accounts etc but unless they have acquired these by some other means they are not going to have them to view at the interview. If anyone has had these prearranged interviews, over the phone, I would be interested to know what they actually ask.

 

 

I have a speech impediment and suffer from depression and poor sleep patterns and I don't take even mild pressure at all well. This usually results in me being almost mute. I have also read that they don't familiarize themselves with the client's details (I have found in the past with other things this to be true) so having to convey my situation at the outset is going to be stressful.

 

 

Can anyone advise on this?......and I hope I can find this when I return...

[estellyn]

If you give permission someone can speak on the phone on your behalf. The just need to pass the phone over at the beginning to do the security questions and then the other person can handle the call and explain the situation. Then the compliance officer can decide how they want to proceed.

[PomBlue]

I'm new here and am not too sure if this is the right section for this.

 

 

I have been sent a letter from the DWP with a time and date when they will phone to carry out a Customer Compliance Interview over the phone. I've read on this site that these are generated by a computer and are unlikely to be specifically aim at me on suspicion that I've done something wrong. I've also read that they focus on your bank accounts etc but unless they have acquired these by some other means they are not going to have them to view at the interview. If anyone has had these prearranged interviews, over the phone, I would be interested to know what they actually ask.

 

 

I have a speech impediment and suffer from depression and poor sleep patterns and I don't take even mild pressure at all well. This usually results in me being almost mute. I have also read that they don't familiarize themselves with the client's details (I have found in the past with other things this to be true) so having to convey my situation at the outset is going to be stressful.

 

 

Can anyone advise on this?......and I hope I can find this when I return...

I don't have anyone locally or free at this time to do this.

 

 

I'm more interested in what they are going to ask, what I should expect. Not knowing this and being in the dark on this issue just makes me feel at a disadvantage. You know, information is power.

 

 

Often slowness and pauses are read as a sign of guilt or an effort to hide something. I will, of course, start off by trying to convey my situation to the person.

 

 

Anyway, thank you for your input.

[scotgal68]

Customer compliance interviews are not indicative that your under suspicion or have done something wrong. It's merely a check that the payments you're receiving are for the same set of circumstances you declared - they'll ask to see proof of savings/bank statement, who lives with you etc x

[PomBlue]

Customer compliance interviews are not indicative that your under suspicion or have done something wrong. It's merely a check that the payments you're receiving are for the same set of circumstances you declared - they'll ask to see proof of savings/bank statement, who lives with you etc x

It's a phone call, how will they see the proofs?

[Beatrice Bee]

The letter is to prompt you to declare any changes in circumstances. In my CC interview they just photocopied my passport, tenancy agreement, landlord's statement that all the bills are in his name because I am a lodger, his utility bills, his TV licence, my 6 months worth of bank statements.

 

I wrote a letter to explain what the small cash payments made into my bank account were [to round up balance to £10 to enable me to withdraw all my money as can not pay by card].

 

Someone said she had to show the receipt about £9 loose change she paid into her own account. You sold something on E-bay, the £20 shows in your statement: income.

 

I have read the costumer compliance guidance and it is not true that they pick ppl randomly. There are certain risk groups upon whom they do random checks. Eg self-employed started claiming JSA / claimant recently separated from partner.

 

Where there is a fraud allegation but they do not have evidence, they do a CCI. Eg your ex claims you working as a hair dresser but not declaring it. He can not show any evidence, DWP can not find any evidence so they ask for bank statements to see if any income apart from what you declared / apart from benefits.

 

Please update us to say whether you were asked to show documents I listed above as it is pretty standard.

 

My JCP manager said it is because I finished the Work Programme, to update my file. Can not really believe it but never mind. Asked him why it is called CCI then. He said because they have nothing else to call it.

 

The adviser who was supposed to interview me was struck down by God [had an accident] so was not present. Another adviser photocopied my documents and manager claims that that was it: there will be no interview and no questions asked.

 

To OP: If it was anything serious, the fraud team would be dealing with it, not CC.

[Beatrice Bee]

CCOI1 is the standard letter they should send but they change the wording to make it sound like you are guilty.

 

"A query has arisen about your entitlement" is not in the standard letter.

 

Form / statement MF47 is what you supposed to fill out during the interview.[ATTACH=CONFIG]49086[/ATTACH][ATTACH=CONFIG]49087[/ATTACH]

[scotgal68]

Beatrice the OP has told us it's a telephone interview so an interview is taking place and questions will be asked.

 

PornBlue what I told you was personal experience, only a few months ago. Maybe they'll ask you to bring them in later or maybe they won't require any documents. The telephone interview will determine what happens next. If you feel you can't speak to them over the phone arrange an appointment to go in

[PomBlue]

Just an update on my details if this will help those replying, I'm in the Support Group and recently I have had an ATOS medical at home. After the initial shock of the letter had subsided I thought all this arrangement of a phone call was because of the status of my claim i.e. my health etc.????

[PomBlue]

Additionally, reading above and other threads about the wording of these letters my letter has nothing too aggressive. The worst is, "When you claimed benefit you agreed to tell us immediately if the circumstances relating to your benefit entitlement changed." And then goes on to say that if there has been an unreported change then any overpayments will have to be paid back. This is pretty standard for almost all their correspondence is it not...?

 

 

Unless they are playing the softly, softly approach before they pounce...

[PomBlue]

I've had this telephone interview and the guy seemed to be too helpful at times warning me about reaching that £6000 level and so on. He typed out the main details of the info I gave him and these will be posted to me. I asked about "what next?" and he said there'll be no further action and my benefits won't change based on the phone call.

 

 

The only odd thing, which I've had before, was that he said the NHRC (who ever they are) had informed them that I had (or had had) an ISA with £8000 in it. When this came up before about two years ago and I told the guy I had no ID with a photo on it he went cold and never contacted me again. This gave me the impression that someone had used my details to open up such an account.

[Mr.P]

The only odd thing, which I've had before, was that he said the NHRC (who ever they are) had informed them that I had (or had had) an ISA with £8000 in it.

 

Might that have been HMRC ?

It may be worth your while asking for a search of bank accounts over on http://www.mylostaccount.org.uk/ to see if it turns up any information. The search won't cost you anything, and if the DWP ask again, you can tell them that you have made every effort to locate this ISA that they claim you have - It won't reveal any accounts that have been closed, just the dormant ones if they exist.

 

It is possible that someone along the way linked this account to your national insurance number in error, or it might have been a fishing trip on the part of the DWP.

[scotgal68]

The HMRC will tell the DWP of any tax you've paid on savings/ISA etc - if you've still got an ISA or savings over the threshold, the tax paid on them is indicative of the amount.