Ok, my tuppenceworth.....
If the customer clearly had learning difficulties, and this was apparant at the IUC, then we would have suspended the interview to try and ascertain the level of her difficulty etc. We have had a few who have seemed to have problems understanding and we just simply take it no further - I have worked for a few councils and the DWP (all as a fraud officer) and everyone, without exception, would deal with this the same way. I am very surprised that it has gone further than the inital IUC, although the fraud officer is correct as in its not her decision, all she can do is gather the facts and pass them to her Manager, but that includes details of customers demeaner etc, and any obvious problems. The second part is the amount, one of the posts quoted mentions a DWP circular with an amount of £400, this has been out of date since Nov 06 (possibly 05, time flies.....). Now there are no financial cut off points, other than a base line of, wait for it....£50 ! Yep, any overpayment over £50 CAN be treated as an adpen/caution etc (given that the offence was admitted for the caution etc etc). However, this is for the DWP, all Councils have there own seperate plocy with their base amounts, but they generally follow DWP's lead. Every case is different and that is why you will find some adpenned for as low as £100+, but others with a £1000+ op have no action taken against them.........
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