To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 13 January 2021 to Question 134451, what redress claimants are given in addition to an explanation, in circumstances where they are unable to identify an incorrect decision or payment as a result of her Department's staff having retrospectively amended their universal credit journal.
1 February 2021
Universal Credit payment information is provided through an online statement which provides a breakdown of entitlement following the end of each monthly assessment period. Work Coaches and Case Managers are unable to alter these statements as they are automatically generated based on individual claimant circumstances, including any decisions made by the Department that effect the award amount. If a claimant cannot resolve an issue through their journal or via the freephone Universal Credit helpline, formal complaints can be raised by following the Department’s complaints procedure which is published on GOV.UK