DWP forcing me to repay a debt caused by identity fraud

myDWPhell

Hi everyone,

I’m hoping for advice and to find out if anyone else has been through something similar.

I am a victim of identity fraud. In 2023, someone used my details to make several Universal Credit claims. Despite clear red flags, the DWP approved a £763 “advance” payment to the fraudster.

Instead of investigating properly, the DWP has treated me as if I’m the guilty party — not the victim. Since May 2025 I’ve been forced to make monthly repayments towards this debt — even though my appeal is still ongoing.

During their own internal appeals process they failed to provide me with any of the details of the allegations. The only information they provided me with was the dates of two of the claims and the fact that a face-to-face appointment had been attended — allegedly by me! That was it, that was all they gave me — and they expected me to defend myself. To add insult to injury, the point where they eventually provided me with full disclosure of the details of the allegation — as an appendix to their final decision where they again held me guilty. The declined my request for the “written explanation” and also denied my Subject Access Request for — “all the details of the claims made in my name” — and the reason, because it contained information about another individual. You couldn’t make it up!

The situation gets even worse: when I call the DWP, they still insist on using the security questions created by the fraudster as the basis of their verification process. Because I can’t answer them, I’m locked out of my own case. I literally can’t even discuss it with them.

This ordeal has taken over my life — 150+ phone calls, 80+ emails, 18 Subject Access Requests, 15 complaints, and even GP visits because of the stress. Requests for basic info (like which bank account the money went into) have gone unanswered for months.

The DWP say stopping payments isn’t an option — they’ve threatened to take me to court or recover money straight from my wages if I refuse.

Has anyone else faced anything like this? Any advice on what else I can do, or organisations that might help?

Thanks in advance for any thoughts or shared experiences.

— A very frustrated fraud victim

daveyjp

You have an MP, this is what they are for.

Drop them a short note with the facts and ask for assistance.

rosewalk

I would advise you to seek specialist support if you haven't done so. I would contact your local Citizens Advice or similar advice organisation in your area. I would also advise you to contact your MP. 

Robbie64

Contact your MP and include a copy of what you have posted above - it provides a clear and concise overview of what has happened.

myDWPhell

daveyjp said:

You have an MP, this is what they are for.

Drop them a short note with the facts and ask for assistance.

Thanks for your comment. My MP has been on the case since March of this year! Unfortunately, the DWP still refuse to engage with me. They denied me the written explanation and multiple SAR requests. 

myDWPhell

Robbie64 said:

Contact your MP and include a copy of what you have posted above - it provides a clear and concise overview of what has happened.

Thanks, as per my comment above, my MPs office has been actively engaged since March.

myDWPhell

rosewalk said:

I would advise you to seek specialist support if you haven't done so. I would contact your local Citizens Advice or similar advice organisation in your area. I would also advise you to contact your MP. 

Thanks, as previously stated my MP is on the case. My case currently sits with the Tribunal.

myDWPhell

In the DWP's "Decision Review" letter of March of this year. They state:

The outcome

"Because of significant links found between you and the Universal Credit Claims, we are satisfied that you did indeed make this claim. 

This means that the original decision made on that claim has not been changed, Therefore you are liable for any debts related to these Universal Credit Claim.

We confirm that you have been overpaid £XXX.xx"

They make no reference to what these "significant links" are nor do they provide ANY evidence or details related to either their allegations or the "significant links".

Their DR letter goes on to state:

If you disagree with a decision 

You can ask us to explain why

"You, or someone who has the authority to act for you, can phone us or use your journal to request a written explanation. You will need to do this within one month of the date of this letter."

The letter was dated the 13th, I received in on the 17th. I called on the DWP UC on the 18th to request a copy of the "written explanation" - my entitlement to which was stated in their DR letter. I was told that this was "not possible" I was denied a copy of the "written explanation". Additionally, as I was not responsible for the claim, I neither created it, or submitted it I had no access to the "journal."

Thankfully, as a result of a DWP SAR I have a recording of the referenced above call.

DWP - not fit for purpose!

NedS

myDWPhell said:

rosewalk said:

I would advise you to seek specialist support if you haven't done so. I would contact your local Citizens Advice or similar advice organisation in your area. I would also advise you to contact your MP. 

Thanks, as previously stated my MP is on the case. My case currently sits with the Tribunal.

That will be your opportunity to highlight DWP's failings and present your case to the independent tribunal. DWP will also be able to present their evidence of why they consider it likely that you did make the claim.

Have you been advised that any evidence bundle DWP submit prior to the tribunal will be passed to you? They are normally required to submit their evidence bundle within a set time period (30 days?) of you filing an appeal. If DWP fail to respond on time (a common failure), I would be urging the clerk to ask the magistrate to dismiss the appeal in your favour as any further delay is prejudicial. 

I would be phoning the clerk to the court at HMCTS regularly to gain a good understanding of the tribunal process and to make sure you are copied anything that DWP have submitted and are going to rely on at tribunal, so you have prior sight and can prepare yourself accordingly. Be prepared.

Murphybear

I’m sorry to hear of the problems you have had with the DWP.

is there any way of proving the bank account the money went into is not yours?  

myDWPhell

NedS said:

myDWPhell said:

rosewalk said:

I would advise you to seek specialist support if you haven't done so. I would contact your local Citizens Advice or similar advice organisation in your area. I would also advise you to contact your MP. 

Thanks, as previously stated my MP is on the case. My case currently sits with the Tribunal.

That will be your opportunity to highlight DWP's failings and present your case to the independent tribunal. DWP will also be able to present their evidence of why they consider it likely that you did make the claim.

Have you been advised that any evidence bundle DWP submit prior to the tribunal will be passed to you? They are normally required to submit their evidence bundle within a set time period (30 days?) of you filing an appeal. If DWP fail to respond on time (a common failure), I would be urging the clerk to ask the magistrate to dismiss the appeal in your favour as any further delay is prejudicial. 

I would be phoning the clerk to the court at HMCTS regularly to gain a good understanding of the tribunal process and to make sure you are copied anything that DWP have submitted and are going to rely on at tribunal, so you have prior sight and can prepare yourself accordingly. Be prepared.

Hi NedS, 

Thanks for your feed back and advice. I've been in regular contact with the clerks at HMCTS.

As regards the DWP evidence bundle, they haven't yet submitted anything as of yet. I submitted my Tribunal application alongside my initial evidence submissions on 01/08/25. I immediately received a message via the HMCTS portal  informing me:

"Latest update

We've told DWP that you've appealed against their decision. They should respond before 29 August 2025. We'll contact you and explain the next steps when they've replied."

It's now 13/09/25 and they haven't yet responded. When I called a few days ago the HMCTS clerk advised that I give them until 19/09/25 - apparently they have a "backlog". I was advised if by then I hadn't received a response the HMCTS Legal Officer would issue the DWP with a direction to respond. I have also been advised that the point at which the DWP would submit their evidence bundle is after they respond - should they choose not to change their original decision. I was also assured that if that was the case I would receive copies of anything they submit.

As regards my own evidence submissions. I submitted 18 items with my original application and have continued to submit further evidence.

In my case prior to the MRN the DWP failed to provide me with ANY of the details of their allegation. The only information they provided me with was the dates that two UC claims had been submitted (in my name) and later they informed me (via my MP) that a face-to-face appointment was attended (allegedly by me) - but they didn't provide the date or location of this "appointment". That added to the fact they refused to provide me with a "written explanation" (my entitlement to which was laid out their DR letter) made it completely impossible for me to submit any information during the MR process. The MR process was supposed to be my opportunity to provide information or evidence that I was not responsible for the claims but as they refused to make me aware of any details of the allegations that became mission impossible. I went as far as submitting a Subject Access Request on 30/04/25. I requested to be provided with:

“All information regarding Universal Credit claims made in my name”

Their response of 02/06/25 stated:

“The personal information you requested contains information about another individual. The Data Protection Act 2018 states that the following must be taken into account when deciding to disclose this information:

    - the type of information which would be disclosed

    -  duty of confidentiality to the other individual

In these circumstances a decision has been made, in line with legislation not to disclose third party information.”

You just couldn't make it up!!!

I've now submitted a total of 15 DWP SARs. I've had the response above to more than one. Some of the responses are so heavily redacted it's laughable - the best ones being the redacted versions of emails that "I" wrote! In some of their responses they informed me that my request had been passed to the relevant DWP Business Unit to be actioned. I received one of those of July 24 and I'm still waiting for their response!

I couldn't even phone DWP UC for advice. Despite my repeated reporting of this as fraud, the DWP continue to insist on using the security questions created by the fraudulent claimant as the basis of their verification process. Obviously, I don't know the answer to these questions so they tell me they can't discuss the case with me! I've reported this to the DWP and DWP complaints by letter and email on multiple occasions but I've never received a response. I've also reported that it's a potential data security threat but again I received no response. On one call with a UC Case Manager I asked - Can you confirm that you can't speak to me because I can't answer the security questions created by the fraudulent claimant? He said yes. I then asked him to confirm, should the fraudulent claimant call and answer the security questions would you be able to discuss the case with him? The Case Manager again confirmed, yes this was the case! I've submitted multiple complaints to the ICO - the Information Commissioner's Office. They also have a big backlog.

In a desperate attempt to be provided with the details of the allegations I've also reached out to the DWP at their correspondence@dwp.... email address. I repeatedly stressed that without any details of the allegations I would not be able to provide any information during the MR process. I sought their assistance and the information I required. Their response - no response! It was like a Kangaroo Court.

Thanks for your advice re: 

Asking the magistrate to dismiss the appeal in your favour as any further delay is prejudicial. 

That's really good advice. I hadn't considered. Although, in some ways I want them to issue a "change of decision". I also want an apology and retraction.

I'm currently in the middle of putting my complaint together for the Independent Case Examiner (ICE). However, as my case regards so many failings, maladministration, negligence, failure to follow due process etc, it's proving to be a Herculean task.

Thanks you for your feedback.

The DWP - not fit for purpose!