BENEFIT ADMINISTRATION

Complaints and compensation

GDCM0110       24 February 2011       Glasgow

What makes a good complaint? Who should people complain to if they are unhappy with the way their claims for benefits or tax credits are processed? Can clients who have suffered as a result of poor advice, maladministration or delay get any compensation? What role does the Ombudsman have to play in benefit cases?

This half-day course will equip advisers with the information needed to make more effective complaints on their client’s behalf as well as explain the possibilities for getting compensation.

It covers:

• What makes a good complaint
• DWP Special Payments Scheme
• Complaints to the adjudicator
• Parliamentary and Health Services Ombudsman
• Discussion on tactics

Level Standard
Tutor Tim Cowen
Time 1pm - 4pm
SNS 3.3
CPD 3 hours

Getting the benefit – timing it right

GDMC0109        18 March 2010       Glasgow
GDMC0110        17 March 2011       Glasgow

Taking the right action at the right time, can gain your client substantial sums of money that might otherwise be lost. With a view to maximising income, this practical course looks at:

• Establishing the date of claim
• Backdating
• Timing of renewal claims for disability living allowance or attendance allowance
• Revision, supersession and notifying changes in circumstances
• Tax credit claims, annual reviews and changes in entitlement
• Timing of linked claims and qualifying benefits
• Late appeal and late revision

Some general knowledge of the benefits and tax credits system is required.

Level Standard
Tutor Steven Craig
Time 10am - 4pm
SNS 1.10 and 3.3
CPD 5 hours

Overpayments of DWP benefits

GDRB0110        10 June 2010        Glasgow

This course aims to provide a sound grasp of the principles of overpayment decision making, together with an understanding of past and recent case law. The emphasis is on building a case against recoverability that can be argued effectively at tribunal. It includes practical case studies, discussion and an up-to-date digest of case law.

Topics covered include:

• Causes of overpayments
• The burden of proof
• Misrepresentation and failure to disclose
• Legal requirements of the decision-making process
• Offsetting and duplication of payments
• Recovery action and discretion

The course is aimed at advisers with experience of tribunal representation, but not necessarily with any experience of overpayment appeals.

Level Experienced
Tutor Steven Craig
Time 10am - 4pm
SNS 3.5
CPD 5 hours

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