Missing BACS Payment (Info)

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

If a claimant reports to a Contact Centre or Enquiry Centre that they have not received a payment into their account, they will complete a referral form

You will receive the referral form by email. You must

• Contact the claimant to investigate the reason for the payment not being received and to verify and correct the account details

Or

• Refer the claim to the Bank Liaison Team for a more detailed investigation

Once you have investigated the reason for the missing BACS payment you will have the option to

• Record the failed payment
   
• Suspend payments
   
• Refer the case to the Bank Liaison Team for advice
   
• Reissue or replace the payment

Note: If the missing BACS payment is for a Post Office card account, claimants must be referred to the Post Office card account Helpline on 0845 7223344