Pension service and appointees

Our corporate appointee team report that the PS doesn’t seem to have or access information about appointees when someone makes a claim for state pension. They send the invitation to claim letters direct to the client and if the client then makes a claim they pay them direct even when the corporate appointee has also made a claim as appointee. When the appointee asks for the payments the PS answer is to get it back from the client. Which is rarely going to happen. And suddenly having a lot more money in their personal account than they are used to can leave the client (who lacks capacity to deal with benefits and finances) vulnerable to abuse.

I would have expected the PS to have access to DWP systems for this information. Anyone else come across this?