DMBM557120 | Debt and return pursuit: Child Benefit overpayments: disputes: explanations

Some content of this manual is being considered for archiving. If there is content you use regularly, please email [email protected] to let us know as soon as possible.

Explanation requests

Where a request for an explanation is received by DM do not suspend recovery action at this stage. If the request was made:

• by phone:

  • give the customer the Child Benefit helpline number 0300 200 3100 to call direct

  • do not update the OPREC notepad unless you have accessed Child Benefit systems

• in writing:

  • refer the correspondence to the relevant Child Benefit decision-making area

  • update the OPREC notepad.

The decision maker will update DM of the outcome via the DM notification form.

Outcome of explanation requests

If the customer is satisfied with the explanation:

• update the OPREC notepad

• leave the BF set for the remainder of the dispute period.

If:

• the BF expires or an offer to pay is received, continue action as in DMBM557270

• an offer is made during the explanation process the decision maker will ask the recovery team to contact the customer to discuss the offer.