Money taken from Pension Credit

bobbydazzler123

Hi all, newbie here so hope I'm in the correct forum!

I'll try to keep it short…..

Since September 2025 over £55.00 has been taken every month from our joint claim for Pension Credit. This is repayment for an outstanding Working Tax Credit overpayment they say. However, this overpayment was repaid in full in August 2025 and has been confirmed as such but they still keep taking it every month!

We can ill afford to have this money taken from us (we received absolutely NO information the they would take it) and have telephoned Pension Credit each time it happens.

The information we receive is that no money should be taken, as is there is no debt, and it will be refunded (only a portion of it has) and future collections will stopped immediately, or, that we should contact Debt Management…..who offer exactly the same reply.

How on Earth do we get someone to listen and act?

Any advice much appreciated

Thanks

Bob

YorksLass

Bob - I'd suggest contacting your local MP; if he (or she) is as good as mine it will get sorted out PDQ.

bobbydazzler123

Hey Yorkslass thank you very much for your reply.

Unfortunately, no…..my local MP is about as much use as a _______ (fill in the blanks)

Approached only once…..regarding people being ripped off over storm compensation payments (confirmed and elevated to a successful outcome due only to the interest of the press and tv news)……never got a reply from my MP (apart from the standard, scripted 'thank you for contacting…..' auto generated email)

Regards

Bob

TimeLord1

https://www.gov.uk/government/publications/compensation-for-poor-service-a-guide-for-dwp-staff/financial-redress-for-maladministration-staff-guide?hl=en-GB

You should fall into the above criteria for Special Payments

bobbydazzler123

Thank you TimeLord1…..however that's a bit heavy going for mere mortals like myself ;)

Regards

Bob

KxMx

Debt Management are the ones taking the money, call them and ask to submit a formal complaint.

NedS

Next time it happens and you phone Debt Recovery / Pension Credit, I would explain that this is now an ongoing issue and ask them to escalate to establish why it is happening. Once they figure out why it is happening, you at least stand some chance they may be able to fix it. At the moment it sounds like you are stuck at the "this shouldn't be happening" stage, even though it clearly is.

As others have suggested, you should escalate to your MP. Book an appointment with them at a surgery, take all evidence and hand over to them to sort out on your behalf. Explain it is causing financial hardship and distress.

TimeLord1

https://forums.moneysavingexpert.com/discussion/comment/81873666#Comment_81873666

Ok, if you can talk to your Local Citizen Advice get them to draft a letter to DWP debt management and send copies of relevant proof. That the debt was paid and you need further deductions stopped and any financial loss repaid.

bobbydazzler123

Thanks all for the advice

Regards

Bob

TimeLord1

Hope it helps Bob, or show Citizens Advice this thread. If you post it get proof of postage at post office free certificate.

(Example)

Attach a photocopy of the August 2025 confirmation that the debt was cleared.

Joint Names: Since it’s a joint claim, you can both sign at the bottom.

​[Your Names]

[Your Address]

[Your Postcode]

[Your Phone Number] / email address

Both ​National Insurance Number(s): [Insert NI Numbers]

​To: DWP Debt Management

Post Handling Site B

Wolverhampton

WV99 2JX

​[Insert Date]

Heading

​FORMAL COMPLAINT: MALADMINISTRATION AND WRONGFUL DEDUCTIONS

​Dear Sir/Madam,

​I am writing to lodge a formal Stage 1 complaint regarding a persistent and serious error concerning my Pension Credit claim.

​The Error

Since September 2025, you have been deducting over £55.00 per month from our Pension Credit for a "Working Tax Credit overpayment." However, this debt was repaid in full in August 2025. I have attached confirmation of this final settlement.

​Failure to Act

Despite numerous telephone calls to both Pension Credit and Debt Management—where agents confirmed that no debt exists and that deductions would stop—the money continues to be taken. This failure to update your records and stop unauthorized recovery constitutes maladministration.

Impact and Financial Hardship

These unauthorized deductions are causing us significant financial hardship and distress. As pensioners, we rely on the full amount of our Pension Credit to meet our daily living costs. We have been forced to repeatedly contact you to resolve a mistake that has already been acknowledged by your own staff.

Resolution Required

To resolve this complaint, I require the following actions:

An immediate "Stop Notice" to be issued to prevent any further deductions from our Pension Credit.

A full refund of all unauthorized deductions taken since September 2025.

Interest to be paid on the money wrongfully withheld from us.

​A Consolatory Special Payment for the stress, time, and trouble caused by this maladministration, in accordance with the DWP’s Financial Redress for Maladministration guidelines.

​I look forward to receiving a full response and a timeline for our refund within 15 working days.

Regards

Your name's.

👍