This is an HTML version of an attachment to the Freedom of Information request 'Customer compliance department - updated'.

04 Undertaking the Customer Compliance interview 
The Customer Compliance interview 
1.  The aim of the Customer Compliance interview is to: 
  discuss the case having regard to the reason for the referral 
  obtain accurate information from the claimant 
  conduct a full review of the claimant’s circumstances 
  reinforce claimant responsibilities. 
2.  At the interview, the Customer Compliance Officer (CCO) will take the 
following action: 
Step  Action 

Introduce themselves using their identity card for home visits, or 
their identity card or appropriate name badge for office visits. 

Confirm the claimant’s identity. Suitable documents to confirm 
identity are the following that state the claimant’s name and 
address: 
  passport 
  driving licence 
  utility bill 
  rent agreements 
  bank statements 
  identity card. 
If the claimant cannot provide evidence of their identity, cross 
check the most up to date personal information held on 
Departmental records with the claimant and record details of the 
checks on the file. This must also be done if the interview is 
conducted over the telephone. 

If it is an office interview, offer to reimburse the claimant’s travel 
expenses. For Job Seekers Allowance (JSA) claimants, this will 
only apply if it is not their normal day of attendance. For guidance 
on claimant travel expenses see, the DWP Corporate Customer 
Affairs Guidance


State the purpose of the interview. In cases where there is 
information suggesting the case is or has been paid incorrectly 
inform the claimant that this specific aspect will not lead to a 
sanction. Benefit that has been overpaid may be repayable. If 
Disability Living Allowance (DLA) or Attendance Allowance (AA) is 
in payment as well as a Jobcentre Plus benefit, such as Income 
Support or Jobseekers Allowance, the claimant must only be 
interviewed about the Jobcentre Plus benefit. If new and 
substantial information is obtained during the interview and the 
CCO has grounds for suspecting that the DLA or AA claim is in 
doubt, a new FRF must be completed and referred to PDCS FSU 
via FRAIMS. 
Conduct 

robust and challenging interview with the claimant by: 
  asking questions in order to establish the truth, checking the 
claimant’s understanding of their claim to benefit 

link to page 5   establishing the current circumstances of the claimant to 
enable a Decision Maker (DM) to make a decision on 
entitlement to benefit which may include an 
overpayment/underpayment of benefit 
  presenting the details of the Fraud Referral Form (FRF) or 
potential incorrectness, without revealing the source, or 
disclosing material marked or deemed sensitive 
  inviting and listening carefully to the response from the 
claimant 
  questioning further to establish the facts around benefit 
entitlement (for example, when did the alleged fraud/error 
start? How long has it been going on for? How often?) 
  not being bound to accept the first answer given 
 completing the CP2 (LT) where appropriate 
  warning the claimant about their conduct and that any future 
failure to declare a change in circumstances may lead to 
more serious action being taken by the department 
  asking the claimant for relevant documentary evidence; 
  limiting questions to current benefit entitlement where new 
and substantial information is received 
  obtaining a statement on form MF47, including where the 
claimant has admitted that they knowingly gave false 
information or knowingly failed to declare a change of 
circumstances; See Section 5 – Completing the MF47 
statement.  
  ensuring the claimant has signed the declaration on the 
MF47 statement 
  making a brief record of the interview. All notes made need 
to follow Data Protection Act 1998 principals and should be 
fact, not opinion.  
Recording details of the interview and discussion on FRAIMS as 
per ‘Customer Attends the Interview’ instructions in the ‘Arrange 
and Conduct An Interview’ section of the FRAIMS guidance. As a 
minimum this should include: 
  the date of the interview 
  a brief account of what was discussed, such as any 
allegation of living together/working/other denied or 
admitted by the claimant 
  the outcome, such as living together denied by claimant, no 
change to entitlement or maintenance declared from an 
earlier date 
  the date of the change 
  whether the claimant knew to report the change 
  potential overpayment and recovery process, including 
where the claimant has admitted that they knowingly gave 
false information or knowingly failed to declare a change of 
circumstances. 
  any potential underpayment and re-assessment 
  warning of future conduct regarding non-compliance. 

Action required for specific circumstances 
Living Together cases only  
3.  Occasionally the claimant may ask for some time to consider their 
circumstances in discussion with the alleged partner. The CCO should 
make a further appointment to interview the claimant within 10 calendar 
days of the initial interview. They should obtain a statement as per the step 
action above detailing the claimant’s current circumstances and their wish 
to discuss with the alleged partner. If the claimant reports a change of 
circumstances that leads to benefit being adjusted before the date of the 
second interview, this contact would fall within the causal link guidance.   
4.  At the second and final interview a further statement should be obtained 
detailing the claimant circumstances.   
CCG cases only 
5.  The purpose of the CCG visit is to confirm with the claimant: 
  their circumstances are as stated on the application,  
  the reason for the application, 
  their response to any questions raised by the SFDM, 
6.  If appropriate the CCO should challenge the claimant’s response. 
7.  If the claimant is in receipt of benefit the CCO must also undertake a 
review of the claimant’s claim. 
8.  It is considered reasonable for the CCO to ask to see items that the 
claimant states have broken down such as a cooker or washer.  If the 
claimant refuses this must be noted on the pro-forma. 
9.  It is not reasonable to ask to see items such as beds and the CCO must 
decline if offered to do so by the claimant. 
10. Claimants cannot add further items to the application therefore CCOs will 
need to advise claimants to make a further application if appropriate.  
11. CCOs should not indicate to the claimant what the final decision on the 
application will be. 
Independent Living Funds 
12. If the claimant declares any payments received from the following funds 
funded by the Independent Living Fund, they should be informed that they 
will be totally disregarded for benefit purposes: 
 MacFarlane Trust 
 MacFarlane (Special Payments) Trust 
  MacFarlane (Special Payments – No. 2) Trust Fund 
 Eileen Trust 
 Skipton Fund 
  London Bombings Relief Charitable Fund. 
13. For further information see Capital Investigations – Independent Living 
Funds in the Fraud Guide. 
Doubts regarding identity 
14. If there is any doubt regarding the identity of the claimant continue with the 
interview. Do not discuss with the claimant your suspicions concerning the 
claimant’s identity. Complete an FRF as per ‘Manager Agrees New 

Referral Required - Interview Taken Place’ instructions within the ‘New 
and Substantial Information received - Customer Compliance Action’ 
section in the FRAIMS guidance following the interview providing full 
details of the doubt and submit via FRAIMS for consideration of an 
investigation. 
Interpreters required at the interview 
15. The claimant has the right to request an interpreter at the interview. The 
CCO should also arrange an interpreter if they feel there is a 
communication difficulty with the claimant and the interview cannot 
proceed.  
Other person present at the interview 
16. The CCO should have regard to the needs of the claimant if they think 
they may not understand what is happening at the interview.  
17. This may include claimants who have a mental health condition or learning 
difficulty who are incapable of understanding the significance of questions 
put to them or their replies. These claimants may require the presence of 
an appropriate adult at the interview. The appropriate adult must be 
informed that they are not expected to act simply as an observer. Their 
role is: 
  to advise the person being interviewed 
  to observe whether the interview is being conducted properly and fairly 
  to facilitate communication with the person being interviewed. 
18. The definition of an appropriate adult is: 
  a relative, guardian or other person responsible for their care or custody 
  someone who has experience of dealing with mentally disordered or 
mentally handicapped people who is not employed by the organisation 
  failing either of the above, some other responsible adult aged eighteen 
or over who is not employed by the organisation.  
19. If required, the CCO should ask the claimant if they would like the 
interview re-arranging to an alternative date to enable the attendance of 
the appropriate adult. If the person says that they do not want the interview 
re-arranging or to be accompanied by an appropriate adult, the interview 
should proceed. The fact that the person declined the presence of an 
appropriate adult should be noted on FRAIMS as per ‘Set up an Interview’ 
instructions within the ‘Arrange and Conduct an Interview’ section in the 
FRAIMS guidance.  
Persons at risk identified at the interview 
20. If at the interview there are indications that a child or vulnerable person is 
at risk of injury, ill treatment or neglect, take appropriate action as outlined 
in the ‘Vulnerable persons’ guidance. 
Domestic violence 
21. If during the course of an interview with the claimant or partner they 
indicate that they have any concerns or that they are victims of domestic 
violence, the CCO must always signpost them to the most appropriate 

help available and agree with them how they would like to receive 
information about the help available.   
22. If the claimant has access to the internet, signpost them to the Direct Gov 
website to enable them to get the expert help and advice they need or 
details can be printed from the site and issued to the claimant. If it is not 
appropriate for the claimant to use the Direct Gov website advise them to 
access other available help through the Citizens Advice Bureau (CAB), 
their family doctor or other local organisation or domestic abuse helplines.  
23.  When preparing for a visit, CCOs will need to be aware of the information 
contained within this website. It is not necessary to carry these details at 
all times, but if required the CCO should agree how the claimant would like 
to receive this information. 
Recording of interviews 
24. The claimant may ask to record the interview. Requests to do so must be 
accepted. The same principles apply in Scotland. 
See DWP Corporate Customer Affairs website. 
Review of the claimant’s current circumstances 
25. Where the claimant declares a change of circumstance, form A2 should 
not be routinely completed as most of the information may not have 
changed. Completion of the A2 is at the discretion of the CCO and the 
reason must be recorded on FRAIMS as per ‘Effective Visit’ instructions 
within the ‘Visits’ section in the FRAIMS guidance and the MF47 
statement. 
26. When reviewing a claimant’s current circumstances, it is essential that 
details of a claimant’s phone number(s) (mobile/landline) are confirmed. 
Any changes must be reported at the earliest opportunity, to: 
  Benefit Delivery Centre (BDC) for legacy purposes 
  Jobcentre for Labour Market System purposes. 
Documentary evidence 
27. The claimant must be asked to provide all the relevant documentary 
evidence to enable the DM to decide benefit entitlement and/or 
overpayment calculation. Allow the claimant 10 working days to provide 
the evidence and warn them that failure to do so may affect benefit 
entitlement. Record this activity on FRAIMS as per ‘Benefit Decision, FIS 
& Customer Compliance
’ instructions within the FRAIMS guidance. 
28. If  the  claimant  does not provide the relevant evidence within 10 working 
days contact the information provider direct. This is appropriate where the 
claimant has signed an MF47 Statement declaring they have been 
working. 
29. If the information is not provided by the information provider within a 
reasonable amount of time, take appropriate action as in documentary 
evidence not provided - Step four.   

30. In cases where the claimant states that they have been working but will 
immediately finish, the claimant is required to: 
  provide documentary evidence of dates of employment within 10 
working days 

  make a new claim to benefit. 
31. Additionally, if a referral suggests the claimant has undeclared capital in 
the form of savings and at interview denies they have an account with the 
bank/building society on the referral, the bank/building society in question 
must not be contacted.   
32. In cases where the claimant admits to a change in circumstances, advise 
the claimant that the case will be referred to the DM and benefit 
entitlement may be suspended immediately until the documentary 
evidence is provided.  
33. If further information or confirmation is required for benefit correctness or 
overpayment calculation, take the following action: 
Step 
Action 

For bank details complete form A42 and send to the relevant 
Bank/Building Society. Record this activity on FRAIMS and set a 
BF date on FRAIMS for the return of
 the A42 as per ‘Activities’ 
instructions in the FRAIMS guidance. If the claimant refuses to 
sign the A42 obtain as much information as possible from the 
claimant about their savings and include the details on the MF47. 
If the A42 is not returned, record the details on FRAIMS as per 
‘Activities’ instructions in the FRAIMS guidance and take follow 
up action with the financial institution. Forward the details to the 
DM. Note that use of Social Security Fraud Act Powers is not 
appropriate to obtain details from the financial institution. Under 
no circumstances should the MF47 be issued to banks/building 
societies.  

If the Bank/Building Society refuses to accept the A42, contact 
the bank to try and resolve this locally. Explain that CCOs can 
only obtain bank account information using the A42. If the bank 
still refuses to cooperate, pass the case with the information 
held, to the DM for a decision to be made on continued benefit 
entitlement. 

Create an activity and B/F on FRAIMS to record that the case is 
booked out to the DM/BDC pending a decision being made by 
the DM on future benefit entitlement as per ‘Benefit Decision, FIS 
& Customer Compliance’ instructions in the FRAIMS guidance. 

For all other information claimant consent is required by inclusion 
of authority on form MF47. 
Contacting the employer 
34. CCOs  must never contact an employer before interviewing the claimant. 
35. If, during the interview, the claimant denies they have been working the 
employer must not be contacted. Any attempts to do so are in breach of 
Article 8 of the European Convention on Human Rights. If at interview the 
claimant admits to working and gives permission the employer can be 
contacted. 

Dealing with Bank Charges 
36. Customer  Compliance  teams can pay for bank statements/charges but 
should first consider the following: 
  Ask the claimant, it is their responsibility to provide sufficient evidence 
to support their claim. If current entitlement is in doubt, the DM may 
agree to suspend the claim on the information or admittance they 
have.   
  Depending how much the overpayment will be, it may not be worth the 
cost of paying for them. 
  As a last resort, agree to pay and pass through to the Finance team. 
Informing the claimant about Jobcentre Plus services 
37. The CCO has the responsibility to inform the claimant of other Jobcentre 
Plus services available to them, for example an appropriate Personal 
Adviser (PA).  
Claimants in receipt of Jobseekers Allowance 
38. The CCO may decide that More Frequent Attendance (MFA) would be 
appropriate for the claimant.  
Claimant in receipt of other benefits 
39. The CCO should consider referring non-JSA claimant to an appropriate 
PA. This should be done by completing an A6/minute sheet and issuing it 
to the relevant Jobcentre. The Jobcentre will then arrange an appointment 
with the appropriate PA. 
Bringing the interview to a close 
40. At the end of the interview take the following action: 
Step 
Action 

Ensure that the claimant has completed, signed and dated all the 
relevant documentation. 

Inform the claimant of the next steps, for example referral to Debt 
Management. 

Give the claimant a copy of the MF47 statement if they request 
one. If the interview has been conducted via a home visit inform 
the claimant that a copy will be sent by post. 
Claimant refuses to comment 
41. If the claimant refuses to comment, after you have asked initial questions, 
take the following action: 
Step 
Action 

Terminate the interview. 

Update the interview activity on FRAIMS as per ‘Effective Visit’ 
instructions within the ‘Visits’ section in the FRAIMS guidance 
along with anything the claimant said prior to asking questions. 

Refer the case to the Customer Compliance Manager (CCM).  


The CCM should consider referring the case to the DM for a 
decision to be made on future benefit entitlement. Ensure that all 
sensitive material has been removed from the file and the RM7 
has been updated before referring the case to the DM. 

Create an activity on FRAIMS to record that the case is booked 
out to the DM/BDC as per ‘Benefit Decision, FIS & Customer 
Compliance’ instructions in the FRAIMS guidance. 
Request for the CCO to leave the claimant’s home 
42. The claimant can request the CCO to leave their home at any point during 
the interview. The CCO must do so immediately if asked by the claimant. 
Inform the CCM and record the details on FRAIMS as per ‘Effective Visit’ 
instructions within the ‘Visits’ section in the FRAIMS guidance. 
Interviews conducted by telephone 
43. For interviews conducted by telephone, the CCO must take the following 
action to conclude the interview: 
Step 
Action 

Inform the claimant that the MF47 statement and form A42, if 
appropriate, will be posted for them to sign and return along with 
any relevant documentary evidence, immediately following the 
interview. Ask the claimant to return the forms within 5 working 
days. 

If the claimant has reported a change in circumstances which 
effects current benefit entitlement, notify the DM to review 
entitlement immediately, following guidance at step 8 below, do 
not wait for the MF47 to be returned. 

Record all action on FRAIMS as per ‘Customer Attends the 
Interview’ instructions within the ‘Arrange and Conduct an 
Interview’ section in the FRAIMS guidance and retain in the file 
along with a copy of the MF47 and A42 where appropriate. 

Set a 5 working day B/F date on FRAIMS as per ‘Changing a 
Due Date’ instructions within the ‘Activities’ section in the 
FRAIMS guidance. 

Send the MF47 and A42, if appropriate to the claimant. 

If the MF47 and A42 have been sent to the claimant and have 
not been returned within 5 working days contact the claimant to 
remind them to return the documents. Record the claimant 
contact activity on FRAIMS as per ‘Manually Creating Activities ’ 
instructions within the ‘Activities’ section in the FRAIMS 
guidance. 

Set a further 5 working day B/F date and note FRAIMS as per 
‘Changing a Due Date’ instructions within the ‘Activities’ section 
in the FRAIMS guidance that the claimant has been contacted. 

If a reply is not received by the second B/F date, complete form 
LT54 outlining details of the case to enable the DM to make a 
decision on the case and to arrange to make any necessary 
benefit adjustments. Ensure the LT54 is fully complete as the DM 

will return forms with information missing. 

Where a potential overpayment has been identified, fully 
complete form Ref2 and forward with the LT54 and copies of all 
relevant documents (i.e. wage slips etc.) to the DM for a decision 
to be made on the case. See the Overpayment Referral guidance 
for more detailed instructions. 

10 
Before referring the case to the DM remove all material marked 
sensitive and complete the RM7 to state the check has been 
completed. 
11 
Pass the case to the Customer Compliance Support Manager 
(CCSM) for them to complete the final sensitive material check. 
12 
Pension, Disability & Carers Service (PDCS) cases must not be 
sent direct to the DM, these must be returned to the PDCS 
Operational Intelligence Unit. 
13 
Create an activity on FRAIMS to record that the case is booked 
out to the DM/BDC as per ‘Benefit Decision, FIS & Customer 
Compliance’ instructions in the FRAIMS guidance. 
14 
Take the appropriate action once a decision has been made on 
the case and has been returned from the DM/BDC as per 
‘Benefit Decision, FIS & Customer Compliance’ instructions 
within the FRAIMS guidance. 
Claimant fails to attend the interview 
44. If the claimant fails to attend or be available for an office interview a 
second interview must be arranged as per ‘Customer Fails to Attend the 
Interview’ instructions within the ’Arrange and Conduct the interview’ 
section in the FRAIMS guidance. 
Failing to attend a second interview  
45. If the claimant fails to attend or be available for the second interview the 
CCO must take the following action: 
Step 
Action 

If the claimant has a good reason not to attend, rearrange the 
interview and update the interview activity on FRAIMS as per 
‘Customer Fails to Attend an Interview’ instructions within the 
‘Arrange and Conduct the Interview’ section in the FRAIMS 
guidance. 

If the claimant does not have good reason, complete form LT54 
outlining the details of the case to enable the DM to make a 
decision on the case and to arrange to make any necessary 
benefit adjustments. The LT54 must be fully completed as the 
DM will return forms that have information missing. 

Where a potential overpayment has been identified, fully 
complete form Ref2 and forward with the LT54 and copies of all 
relevant documents, e.g. wage slips, etc to the DM for a decision 
to be made on the case. See the Overpayment Referral guidance 
for more detailed instructions. 


Before referring the case to the DM remove all material marked 

sensitive and complete the RM7 to state the check has been 
completed. 

Pass the case to the CCSM for them to complete the final 
sensitive material check. 

DCS cases from PDCS must not be sent direct to the DM, these 
must be returned to the DCS Operational Intelligence Unit. 

Create an activity on FRAIMS to record that the case is booked 
out to the DM/BDC as per ‘Benefit Decision, FIS & Customer 
Compliance’ instructions in the FRAIMS guidance. 

Take the appropriate action once a decision has been made on 
the case and has been returned from the DM/BDC as per 
‘Benefit Decision, FIS & Customer Compliance’ instructions 
within the FRAIMS guidance. 
Ineffective first home visit 
46. If the visit to the claimant’s address is ineffective, the CCO must take the 
following action: 
Step 
Action 

Complete and leave form A16A and arrange a further visit, an 
A16A CCG should be used for CCG visits. The original visit 
activity must be updated on FRAIMS and a new activity created 
as per ‘Ineffective Visit’ instructions within the ‘Visits’ section in 
the FRAIMS guidance. Do not make neighbourhood enquiries 
about the claimant and their whereabouts. 

There may be occasions where a second visit is not appropriate, 
for example the property is unoccupied. In these cases, complete 
form LT54, outlining details of the case, to enable the DM to 
make a decision on the case and to arrange to make any 
necessary benefit adjustments. Ensure the LT54 is fully 
completed, as the DM will return forms that have information 
missing. 

Where a potential overpayment has been identified, fully 
complete form Ref2 and forward with the LT54 and copies of all 
relevant documents, e.g. wage slips, etc to the DM for a decision 
to be made on the case. See the Overpayment Referral guidance 
for more detailed instructions. 


Before referring the case to the DM remove all material marked 
sensitive and complete the RM7 to state the check has been 
completed. 

Pass the case to the CCSM for them to complete the final 
sensitive material check. 

DCS cases from PDCS must not be sent direct to the DM, these 
must be returned to the DCS Operational Intelligence Unit. 

Create an activity on FRAIMS to record that the case is booked 
out to the DM/BDC as per ‘Benefit Decision, FIS & Customer 
Compliance’ instructions in the FRAIMS guidance. 

Take the appropriate action once a decision has been made on 
the case and has been returned from the DM/BDC as per 

‘Benefit Decision, FIS & Customer Compliance’ instructions 
within the FRAIMS guidance. 
Ineffective second home visit 
47. If the claimant has a good reason for not being available, arrange an 
interview at a mutually convenient time. Update the activity on FRAIMS 
and create a new activity for interview as per ‘Ineffective Visit’ instructions 
within the ‘Visits’ section in the FRAIMS guidance. 
48. If the claimant fails to be available for the second visit without good 
reason, the CCO must take the following action: 
Step 
Action 

Complete and leave form A16A or A16A CCG to confirm that a 
second visit was made and update FRAIMS as per ‘Ineffective 
Visit’ instructions within the ‘Visits’ section in the FRAIMS 
guidance. 

Complete form LT54 outlining details of the case to enable the 
DM to make a decision on the case and to arrange to make any 
necessary benefit adjustments. Ensure the LT54 is fully 
completed, as the DM will return forms that have information 
missing.  For CCG risk H referrals the CCO should return the 
referral pro-forma to the SFDM to make a final decision on the 
application. 

Where a potential overpayment has been identified, fully 
complete form Ref2 and forward with the LT54 and copies of all 
relevant documents, e.g. wage slips, etc to the DM for a decision 
to be made on the case. See the Overpayment Referral guidance 
for more detailed instructions.  


Before referring the case to the DM remove all material marked 
sensitive and complete the RM7 to state the check has been 
completed. 

Pass the case to the CCSM for them to complete the final 
sensitive material check. 

Carers Allowance cases must be returned to the PDCS 
Operational Intelligence Unit and not direct to the DM. 

Create an activity on FRAIMS to record that the case is booked 
out to the DM/BDC as per ‘Benefit Decision, FIS & Customer 
Compliance’ instructions in the FRAIMS guidance. 

Take the appropriate action once a decision has been made on 
the case and has been returned from the DM/BDC as per 
‘Benefit Decision, FIS & Customer Compliance’ instructions 
within the FRAIMS guidance. 
 
 

Document Outline