DWP: Where Has Basic Etiquette Gone? Are We Just Numbers Now?

noonebelieves · January 31

Hi Scope community,

Have you ever received an overpayment letter from the DWP? If you have, I urge you to pick it up, read it again word by word.

Now, tell me this: Did you see the word “please”anywhere?

I recently received one demanding a repayment of £3000, and not once did it contain a simple “please”or any form of basic courtesy. Just cold, robotic instructions as if I were nothing more than a case number in their system.

Funny, isn’t it? When we apply for support, we are expected to navigate endless forms, wait in phone queues, sanctions and jump through hoops, all while being reminded of “our claimant commitments .”Yet, when they demand money from us- money that, in many cases, we were unknowingly overpaid due to their own errors-there is not a shred of politeness.

Not a “please” , not a “ we understand this may be difficult,”not a hint of respect. Just pay up.

So, I ask again: Where has the etiquette gone? Or do manners only apply when it’s us asking for help?

If you’ve ever received an overpayment letter, go ahead and read it again, word for word. Let me know if you find even a single ounce of courtesy.

Because I couldn’t

#DWP #Overpayment #RespectMatters #HumanNotJustANumber

noonebelieves · January 31

anisty · February 1

Are you talking about UCD367?!

"You are now in a minority of people who have received . . .?

Designed to make you feel like a criminal in a small minority fraud group??!

I suppose they have to word it like that so you feel such deep shame, you instantly pay back!

It is a demand for payment after all and i suppose these things have to be worded in a certain way that accords with the law in case it escalates to prosecution. Generally, pleases and thankyous don't appear on formal payment demands, so we can forgive that.

But the bit about being in a minority is totally un necessary.

noonebelieves · February 1

please sign my open letter with follow up questions

https://u4637104.ct.sendgrid.net/ls/click?upn=u001.mF5v8IxNJvp-2FpK-2FoY27fBAfeu5ROkDJsP5lUZIdbDZCx-2FiMzgEiTwxXLb449B8icGmWmbuFnvsRQcp0IEuS7jc0JBZ3xekcYUnD51uCpr3zxTVmZ8ga-2F2D-2FPWLNXA7HMuHHbTT7SxfuOoXXP5toWlBowoWUdgLtENo2-2B-2B5Gy0oO7jRFycTmOvSCuFnZQLCK1O86L_yBR-2B9SEgWtVHBogH3kQ1EO2PKD8Ny-2FmkqVnuZ3KqG7I-2BLNeATipO0xCIkpVyN9EhJIrcdbEALuq-2BIDQhA49unGh-2BwJ0Mnc8iu0ieb5-2FNXmHfVb7z5h6KuXp3HjidRKVWChNpfpMV5x-2Bt-2BNwcmH3hXhDc-2Fd4XcZze6AW-2FwgPzfZwRBMupT3cYifSHqRMC1xZw99F1-2BFuovsa4nWgMclO4jAkfC62WVdUF89ronCDNW0qX0K03TWGVGCSiMNXZDxx5U8RTWoeeQ0yROUDveG96GA-2BPelSeGA0rrL3HfZ6rSEbAql2tABSOgJiJSokWWFGqdvc15qop67q1-2FjgCPFrOKfKpLZ8rpLCncDrEey6cUNy-2BgP2IbL0XsaM67HBihEV5Zm0aXmgbh2d1-2FhyJ-2FGHeWmhAOE54ZpfJdWpGnbxuktg-3D

Thank you

noonebelieves · February 1

https://forum.scope.org.uk/discussion/comment/977621#Comment_977621

Hi @anisty Thank you for your response. I understand the need for legal wording, but the letter I received contained no reference codes, no explanation for the overpayment, and no clear breakdown—just a demand for money. I’ve seen the UC letters you’re referring to, but this particular DWP letter felt more like a threat than a formal request.
A welfare system should operate on principles of fairness and support, not intimidation. Clear, transparent communication can be legally sound without resorting to language that makes vulnerable individuals feel criminalised.
In a welfare system designed to support disabled individuals, communication should align with the principles of clarity, fairness, and respect, especially under the Equality Act 2010. A more transparent and considerate approach would ensure that claimants fully understand the situation without feeling unduly pressured.

DWP: Where Has Basic Etiquette Gone? Are We Just Numbers Now?

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