Identifying A Complex Case (Info)

The European Economic Area (EEA) Team are responsible for all claims where any member of the household lives outside the UK and / or any member of the household works outside the UK or where it is classed as a complex case

Not all complex cases can be identified by the setting of the Complex Case signal.

Before carrying out any work on a work item you must make sure that it does not fall into one of the following categories. If it does

• Transfer the work item to the appropriate MU

And

• Send any case papers to the European Economic Area (EEA) Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

European Economic Area (EEA) cases

• Cross Border/ Family Supplement cases
   
• Migrant workers, including A8 National and A2 National claimants where any of the household is living and /or working in the EEA
   
• All Crown Servants posted overseas outside the UK

If the case you are working is any one of the above, use Function MAINTAIN WORKLIST to transfer the work item to the European Economic Area (EEA) Team MU. See the MU Table for the correct MU number

Rest of World cases

• Nationals of States covered by International Agreements, for example Non European Economic Area (EEA) – CTC OnlyandNon European Economic Area (EEA) – WTC Only claimants
   
• Temporary and permanent absences for claimants leaving the UK
   
• EEA, including A8 National and A2 National claimants where any of the household is living outside the UK and EEA

If the case you are working is any one of the above, use Function MAINTAIN WORKLIST to transfer the work item to the European Economic Area (EEA) Team – Rest Of The World MU. See the MU Table for the correct MU number

Other Complex Cases

• Polygamous marriages where the marriage has been conducted outside the UK, in a country which recognises these marriages. None of the parties can be married already
   
• Polyandrous marriages where the marriage has been conducted outside the UK, in a country which recognises these marriages. None of the parties can be married already
   
• More than 18 children
   
• Claimants who are in prison either on remand or serving a custodial sentence
   
• A8 National and A2 National claimants with children who are living and working in the UK, but who are not registered with the Home Office Work Registration Scheme nor exempt from registration, but are still entitled to WTC

If the case you are working is any one of the above, use Function MAINTAIN WORKLIST to transfer the work item to the Complex Case Team In MU. See the MU Table for the correct MU number

Notes:

1. Do not lift the Payment Suspension signal in these cases unless you are instructed to do so by the European Economic Area (EEA) Team
   
2. Appeals for complex cases as defined above are dealt with by the Appeals Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
   
3. The European Economic Area (EEA) Team's work does not include

• No fixed abode cases. The Manual Payments Team will work these
   
• Manual payments, except European Economic Area (EEA) Team manual payments. The Manual Payments Team will work these
   
• Right to reside cases. The Right to Reside Team will make these decisions
   
• If you have identified that the correspondence is a complex case and an overpayment issue these cases need to be sent (This text has been withheld because of exemptions in the Freedom of Information Act 2000)