Hi,

Has anyone else had this experience?

Following a request I have received a telephone log CD from TCO. The reason for request is client maintaining he informed TCO of an error in his 2004/05 award. TCO state he told them on 16th Aug 2006 he states it was way before then. Sure enough the log shows the call on 16th August 2006 just like TCO maintains....but looking through some earlier TCO letters they confirmed and acknowledged his update to them on 21st June 2006.(client had also noted the call in his files) Stangley enough, that call is not recorded by TCO....couple before are...and lots after. In Fact Claimant has made notes of times and dates he has called them and alot are missing from the TCO log which leads me to realise how unreliable their evidence is.

I have asked client to obtain BT itemised bills going back to the initial claim date. Although on the face of it i am considering just providing TCO with the earlier letters to prove they were aware before 16th August 2006 and also suggest that in light of the evidence they may consider their own evidence as unreliable and wipe off the overpayment as a gesture of goodwill

But i do also think that the case should not just be swept under the carpet so to speak. Unfortunately 1) My MP has never shown much interest in any concerns we have raised before and 2) Should i expect ALL telephone calls to be logged by TCO ? I know i have evidence for this case because of the letters...... What i dont know is how much they expect their own evidence to be reliable when challenging them again in the future

Anyone elses experience or suggestions on this would be gratefully
recieved

Thanks

Shelley

You may want to look at this press release from LITRG

http://www.litrg.org.uk/news/index.cfm?id=401

I can't find confirmation of this, but my recollection is that it was subsequently established that in 2006 volumes of calls meant that work was being contracted out to non-tax credites call centres and that calls which were fielded by these call centres which were not being recorded. On this basis I think you have a very good case for arguing that your client made a call on 21st June.

Many thanks for your reply.

Now you have mentioned it i do recall the contracted out to call centres. I am now going check your link out.

Thanks again for your time