Terms & Conditions

[Anonymous]

I recently managed to get through to the helpline to query information supplied on Proforma 2’s. Even though their systems were down and they were unable to answer my queries, I did manage to ask how many claims we could query at any one time. I was told that if they were straightforward then up to a maximum of [b:a9eb812238]10.[/b:a9eb812238] I just wanted to know if anyone had tried querying more than one case at a time and if information was provided to them. By the way the Business Partnership Agreement makes no mention of numbers that can be queried.

[martin walmsley]

I spoke to someone earlier (after a 10-15 minute wait to get through) and was told we were only really meant to answer one query – but I did get 2 answered.
However, the person who answered was extremely efficient and helpful, so no complaints there.

I rang again this afternoon – waited about 20 minutes to get through. The lady took the details I wanted, but (no fault of hers) the screens would give her no NTC details. But a bit frustrating for me after such a long wait…

[Laura Moore]

I got 16 enquiries dealt with in one phone call by a very helpful woman. (I did call after 6 p.m., and said they were all my outstanding enquiries).
We have been advised by one customer that they are receiving tax credits payments but have not had a notification letter from the Inland Revenue. The helpline has been impossible today, so we have used the amounts shown on her bank statement to make a provisional award. Hopefully the ‘mop-up’ proforma exercise will give us more notifications for some of the cases we are still waiting for -about 400 claims.

[Author]

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