Use-case guides

Practical playbooks aligned to the CMS decision and complaints pathway.

1) Figure jumped without explanation

1. Note the income figure and tax year on the decision letter.
2. Run the calculator with the same inputs.
3. Request a written calculation breakdown.
4. If the input data is wrong, request mandatory reconsideration with evidence.

2) Arrears I do not recognise

1. Build a payment ledger in Case Tracker.
2. Request a full CMS arrears statement.
3. Use Arrears Audit and export Excel for your pack.
4. Challenge unexplained items in writing.

3) Enforcement has started

1. Record the enforcement type, date, and amount.
2. Use the enforcement-review letter while the dispute remains open.
3. Continue paying any undisputed amount where possible.

4) Decision challenge route

1. Mandatory reconsideration within 30 days of the decision letter.
2. Keep the mandatory reconsideration notice.
3. Appeal to the tribunal (SSCS2) if still unhappy, usually within one month of the MR notice.

5) Service complaint route

1. Raise a CMS/DWP service complaint for delays, missing explanations, or poor handling.
2. Ask for a complaint review if needed.
3. Escalate to the Independent Case Examiner after a final response, within 6 months.