Social Security Scotland - Applicant bank account verification processes: FOI release

Information requested

Request for information 1:

What process is in place to ensure applicant bank accounts are confirmed as correct at the application stage and what process does Social Security Scotland follow when bank details differ on a new application when there are different bank details for previous applications.

Request for information 2:

When benefit payments are paid to the wrong bank account.

Response

We carry out identify verification checks to ensure that a client is who they say they are, or where an appointee has been nominated, to undertake the relevant checks on that arrangement.

Request for information 1:

• We capture bank details through our online application process, where the client inputs account name, sort-code, and account number (or international bank details where applicable).
• Bank details can also be captured via phone or paper applications, and these are input to our case management system by our Client Service Delivery colleagues.
• Bank details are subject to a modulus verification (to confirm accuracy and validity). We have mitigating controls embedded within our case management system to automatically reject any inaccurate or invalid bank details and client contact would be initiated to perform enhanced validations.
• All applications are also subject to an identity and verification process. This is mandatory before an application can be authorised.

If bank details differ on a new application, these will not be used for any other active benefit payments until the identity and verification is completed. Once this check is complete and if the new application contains valid bank details, these new details will be used for all benefit payments moving forward. Clients in Social Security Scotland can only have one active set of bank details for all benefit payments.

Request for information 2:

If the client has provided us with the wrong bank account and notifies us 2 days or more after payment has been issued from our case management system, we would request the client contact their bank to invoke recovery processes. If the client clears security and identity verification over the phone, we will update the bank details, and their next payment will be sent to the account they requested.

If the client notifies Social Security Scotland up to 2 days after payment has been issued from our case management system, we will endeavour to recall this payment. If we successfully recall and the client completes security and identity verification over the phone, we will update the bank details and re-issue the payment to the updated account. We will not re-issue the payment until a recall has been successfully confirmed.

If a payment has been made to an invalid or closed account, this should be automatically returned by the bank and we have daily procedures to administer these returns, contact the client for new bank details and re-issue the payment.

If it is believed there has been a clerical error by Social Security Scotland and payment has been issued to the wrong account, we will advise the client to follow the complaints procedure in order to allow us to investigate the issue and identify a resolution - Make a complaint - Social Security Scotland

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The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.