The Department’s standard method of payment for pensions and benefits is to pay into a bank account, building society account, credit union account, internet based account or a basic bank account of the customer’s choice. For claimants who cannot open or manage one of these accounts, or provide the details for their own account to access their payment, the Department can offer two payment exception methods: The Post Office Card Account (POca) and HM Government Payment Exception Service (HMG PES). These payment exception methods ensure that claimants can receive their entitlement on time via the Post Office network (POca) or PayPoint outlet.
The HMG PES provider is I-movo Limited. I-movo subcontracts the delivery of its counter services to Paypoint UK which operates a contact centre and a complaints process. These provisions enable complaints to be logged and monitored should anyone have cause to complain about the service received at a PayPoint location. All complaints are recorded and monitored through to successful resolution.