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Debt Management _ Contact Centre Customer Service Standard


  • pg 1
									 Shared Services
 Debt Management

                   Debt Management, Contact
                   Centre Customer Service

 May 2010 (v1.0)

Debt Management – Customer Service Standard

       Who we are and what we do ................................................................................. 3
       Our Standards ....................................................................................................... 3
       What we ask of you ............................................................................................... 4
       When we contact you ............................................................................................ 5
       Giving you advice and information......................................................................... 5
       What to do if things go wrong ................................................................................ 6
       Contacting Debt Management ............................................................................... 7

Debt Management – Customer Service Standard

Who we are and what we do
Debt Management is part of the Department for Work and Pensions (DWP). Our job
is to recover social security benefit that has been overpaid because of a mistake or
fraud. We also recover outstanding Social Fund loans and Housing Benefit
overpayments that need to be repaid.

Our customer contact work is carried out in 5 Contact Centres around the United
Kingdom. You can find our contact details on the last page of this document.

Our Service Standards inform you about the level of service we aim to provide in our
day-to-day work. They also tell you how you can give us feedback, and what to do if
things go wrong in your dealings with us.

Our Standards
Debt Management, Jobcentre Plus, and The Pensions, Disability and Carers Service
are all part of the DWP.
Each part delivers services to different groups of people, but the whole Department
is committed to meeting a single set of customer service standards as defined by
the DWP Charter, which can be found on the Directgov website:
       •   Right treatment
       •   Right result
       •   On time
       •   Easy access

The DWP Charter together with this document explain more about what these
standards mean for you as a customer of Debt Management, together with the
commitment to keep them under continuous review.
We are keen to see that our service reflects the standards that are important to you,
our customer. The following statements describe how we will do this:

Right Treatment

We will
  • Treat you fairly and with respect
  • Treat all customers equally and consistently
  • Protect your personal information
  • Provide the standard of service you expect to receive from us
  • Explain things clearly and in terms you can understand

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Right Result

We will
  • Give you information that is correct
  • Explain why too much money has been paid to you, whether you need to pay
      it back and if so, why
  • Put things right if they go wrong
  • Look again at the decisions we have made if you believe it is wrong
  • Explain what will happen if the outcome is not what you had hoped for

On Time

We aim to
  • Answer 80% of calls within 30 seconds during normal working hours
  • Respond to written or emailed enquiries within 10 working days
  • Respond to your written or emailed complaint within 14 working days
  • If we cannot respond in the time stated, we will explain when you can get a full

Easy Access

We will
  • Be available to take your calls from 8.30 am to 9.00 pm Monday to Friday and
      9.00 am to 4.00 pm on Saturdays
  • Provide our opening times and contact details when we write to you
  • Provide a contact name and explanation when we call you
  • Explain where you can obtain further help and advice
  • Provide a text phone service for the hard of hearing or speech impaired
  • Speak to you in your preferred language using an interpreting service
  • Provide our letters in large print or Braille if requested

What we ask of you
       •   Help us to help you by giving us full and accurate information when we ask
           you for it
       •   Tell us about any changes in your personal circumstances when they happen
       •   To be polite and considerate when you contacting us
       •   Let us know if you need to communicate with us in a different way

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Debt Management – Customer Service Standard

When we contact you
In writing

We can write to you in English or in other languages if you ask. If you live in Wales,
you can choose to deal with us in English or Welsh.

       •   Our letters will be typed and in clear, plain language
       •   They will be accurate and helpful

By phone

If we need to telephone you we will:

       •   Explain who we are, and why we are calling
       •   Check your details so that we know we are talking to the right person
       •   Call you back at an agreed time, if you ask us to

If we need to visit you

We will not normally need to visit you because we can usually deal with your case in
writing or by phone. If it is necessary to see you, we will arrange for a DWP
representative to call. We will give you a date and time for the visit and will let you
know what information we will need, or documents we may need to see.

Before the visit, please tell us if you have any specific needs, for example, a British
Sign Language or other language interpreter, or if you prefer a visiting officer of the
same gender as you.

The visiting officer will show you their identification card and give you their name. If
they are going to be delayed they will try and let you know.

Giving you advice and information
Through a representative

If you want us to give information to someone who is helping or representing you (in
writing or over the phone), we need you to give us your authority.

We aim to reply fully to letters from Members of Parliament, Members of Scottish
Parliament or Welsh Assembly Members, within 20 working days of receipt.

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You will not be able to visit us

Our Contact Centres are not open to the public, so you will not be able to visit us. If
you phone or write to one of our Contact Centres, an advisor there will be able to
help you with your enquiry.

What to do if things go wrong
If you think the decision we have made is wrong

If you need more information, please ask us to explain how we have made the
decision. If you think the decision we have made is wrong, ask us to look at it again.

In most cases you will be able to appeal to an independent tribunal if you still think
the decision is wrong. The letter telling you about our decision will tell you if you can
appeal. You can get a leaflet about how to appeal by contacting us, or from the office
that paid you the money.

Please contact us within one month of the date of the letter giving you the decision.

If you are not happy with our service

We work to continuously improve our services and act on feedback and comments. If
you think something has gone wrong with the service we provide or we have not met
the service standards set out in this document, we want to know so that we can try
and put it right.

If you contact us by telephone to discuss our service, and the issue cannot be
resolved by our advisor, you will be given the opportunity to discuss your concerns
with a Team Manager. If you are still dissatisfied after talking to the Team Manager,
your issue will be referred to Customer Service Specialists who will telephone you
within 24 hours to help resolve the problem.

If the matter remains unresolved after that, your issue will be treated as an official

If you prefer for your complaint to be made in writing, but you are unable to do so, the
Team Manager will write to you with the points of your complaint and ask you to
confirm these points by telephone. You must do this within two weeks of the date of
the letter in order to take the complaint forward.

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Our complaints procedure

The matter will become a formal complaint when a written complaint or telephone
confirmation is received. Debt Management has a 3 stage complaint process.

Stage 1
We will respond to your written complaint within 14 days of receiving it. We will give
you a later response date and let you know why and if we are unable to meet that

Stage 2
If you are not satisfied with the response to your initial complaint, you will be able to
refer your complaint to the Contact Centre Manager. The Contact Centre Manager
will reply within 14 days, though you will be notified in advance if that deadline cannot
be met.

Stage 3
If you do not consider that the response you receive from the Contact Centre
Manager satisfactorily deals with your complaint, you will be able to submit your
complaint to the Head of Debt Management. A response will be issued to you within
15 days of receiving your complaint at this level.

You will be given details of how to take your complaint to the Independent Case
Examiner (ICE) in the response you receive from the Head of Debt Management.
You may write to ICE if you feel that your complaint still has not been dealt with
satisfactorily. ICE offers an impartial mediation and review service, which is easily
accessible and entirely free, to those whose complaints remain unresolved. The ICE
looks at complaints about the service we provide but will not consider matters of law
or government policy.

If you choose to contact the ICE this must be done within six months of receiving a
response from the Head of Debt Management.

Contacting Debt Management
Our Contact Centres have been designed to provide a service that is easy to use by
everybody. This will almost always be by written contact or by telephone as our
offices are not open to the public.

To contact Debt Management by telephone please call us on 0845 850 0293.

Debt Management has five contact centres staffed with advisors who are able to take
your call and offer advice; and your call may be routed to any one of our Contact
Centres in Bradford, Corby, Dearne Valley, Nuneaton or Trafford to achieve this.

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Advisors will be able to access and update your records from whichever of the five
sites your call is routed to. This allows you greater access to the services and advice
we can offer.

However, if you want to discuss the recovery of overpaid benefit from the estate of a
deceased customer, you should contact Debt Management’s Recoveries from
Estates. Their telephone number is 0845 850 0051.

If you have hearing difficulties, you can contact us by text phone on 0845 604 6697.

If you want to write to Debt Management, our correct postal address is always
provided on the letters we issue. Each of our Contact Centres, including Recoveries
from Estates, uses the following address with an additional two letters to indicate the
office that sent the letter:

Debt Management
PO Box 171
GL17 0XG

Mitcheldean is the address of our central post opening centre. Your letter to Debt
Management will be directed from Mitcheldean to the appropriate Contact Centre
based on the office code you added on your envelope. These codes are included in
the address we add at the top of our letters and they identify our Contact Centres as

       •   BF – Bradford
       •   CB – Corby
       •   DV – Dearne Valley
       •   NE – Nuneaton
       •   SF – Trafford
       •   GG – Recovery Group Scotland.

Further Information
If you have access to the Internet, you can find more information about the work that
Debt Management does at www.dwp.gov.uk/other-specialists/debt-management/

Mae'r ddogfen hon hefyd ar gael yn y Gymraeg.
This document is also available in Welsh.

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