Annex
STATEMENT FROM THE PENSION SERVICE ABOUT
DOCUMENT VERIFICATION
5 May 2004
We recognise that some customers are not prepared
to send personal documents to The Pension Service through the
post. Therefore they can be seen on a face-to-face basis by The
Pension Service local service. However, once all other avenues
have been exhausted photocopies of general documents may be accepted.
Customers will continue to be encouraged to
send original documents for verification at the application stage.
If it is clear that the customer does not wish to do this they
will be given the option of a local service referral. PCAL agents
will continue to ask customer for original documentation until
further notice.
When an Electronic Application Form is received
at the pension centre without supporting verification documents,
a member of staff will contact the customer to request them. If
it becomes apparent that the customer is unwilling to send them
in, a local service referral will be offered. If this is declined
the member of staff will advise that photocopies will be accepted.
This is a discretionary ruling and only applies to photocopies
of general documents. Copies of certificates of life events (eg
births/marriages) will not be accepted.
The acceptance of photocopies is not being promoted
as an immediate option but rather when all other avenues of verification
have been exhausted. We do not want customers to lose out on any
potential entitlement because they are unable or unwilling to
provide original documents.
Staff have been advised to telephone customers
to request written evidence rather than delay their application
by writing to them. We still need to see documentation of certain
savings and investments.
Staff have been advised that if we are having
difficulties in obtaining verification, in some circumstances
we can accept photocopied evidence.
For example, we know from customer feedback
that some customers may be experiencing problems in providing
all the details of their occupational pensions. In these instances,
we can assist customers by obtaining them from a bank statement.
Our aim is to ensure Pension Credit is easy
to apply for and we continually review our processes to ensure
this is the case.
DWP are looking at options publicising guidance
on verification.
Citizens Advice Bureau
14 October 2004
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