Overpayment Enquiry At Enquiry Centre (Info)

There is an Action Guide for this subject, click on ‘Next Page’ to access it

A new award notice will be issued to a claimant when

• There is an adjustment to their regular payment

Or

• Following finalisation of their award

The claimant may contact a local Enquiry Centre because they wish to enquire about an award notice they have received informing them of

• Recovery of an overpayment on their award, by cross year recovery. For more information about cross year recovery follow the guidance in How Payments Are Profiled

• A reduction in their regular tax credits payments because of an in year adjustment. For more information about in year recovery follow the guidance in How Payments Are Profiled

Or because

• They have received a cashcheque overpayment letter issued by the Tax Credit Office (TCO) Compliance section following the receipt of more cashcheques than they are entitled to

Note: This will be because the claimant will have cashed the cashcheque that they are entitled to and also cashed the duplicated cashcheque

If a claimant enquires about the reason for the reduction in their payments at an Enquiry Centre follow the guidance in the Action Guide that accompanies this information page

• Why the overpayment has occurred

And

• The reasons for recovery

If appropriate you can advise the claimant on how they can request remission of the overpayment, which must always be done in writing either by letter or on a specific proforma provided in Enquiry Centres. If the claimant completes the proforma or hands in a written request at the Enquiry Centre you must forward the request to the

• Overpayments Team in TCO(GB)

Or

• Overpayments Team in TCO(NI)