A compliance interview with the DWP

December 2023

A Compliance Interview With The DWP In December 2023

If you’ve been asked to participate in a compliance interview with the Department of Work and Pensions (DWP), this article will give you some insight as to why, as well as different ways that you can get ready.


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Compliance Interview Meaning – What Is A Compliance Interview DWP?

A compliance interview is a meeting with the DWP, which is typically conducted on behalf of an individual or business that has received money from the department.

This compliance meeting gives the DWP an opportunity to explore whether any of the payments have been misused in any way and, if so, to take steps to recover them.

Watch this video on dealing with a compliance meeting DWP

Is A Compliance Interview Bad?

A compliance interview by the Department of Work and Pensions (DWP) is not always a bad thing, but it can make some people nervous. These talks are done by the DWP to make sure that the right people are getting the right benefits. 

Why Would I Get A Notice Of Compliance Telephone Interview?

The notice of compliance telephone interview DWP could be because you were picked at random or because they have heard that there may have been changes in your life that could affect your right to benefits. It’s important to attend the interview and provide accurate information. If there was a mistake or misunderstanding, it can often be fixed at this point. 

But if it turns out that you’ve been overpaid or aren’t qualified for the benefits you’ve been claiming, you may have to pay the money back, and in more serious cases, there may be more legal consequences. So, a universal credit compliance interview isn’t bad in and of itself, but it’s important to take it seriously and be honest about it.

The Role Of A Customer Compliance Officer at the DWP?

A customer compliance officer is an employee of the DWP whom you will be meeting with at your interview. They will often be the ones that send you a DWP compliance letter.

Their job is to investigate any instances where payments have been misused or abused and to take steps to recover them if necessary.

They are also responsible for enforcing policies and procedures related to government benefits, such as Universal Credit and other welfare programs.

Compliance interviews can provide both parties involved with a number of essential benefits:

  1. You may receive additional help and advice on how to avoid fraud in the future;
  2. It can identify opportunities for improvement in your current processes;
  3. It can help ensure that all those receiving government benefits do so fairly and correctly;
  4. It can allow you to be heard and present your side of the story.

What Is A Compliance Officer DWP?

A compliance worker at the Department for Work and Pensions (DWP) is an important part of making sure that benefits are given in the right way. Their main job is to make sure that people who apply for benefits follow the rules and laws that come with them.
They do interviews and checks, often when a change in a claimant’s life is recorded or when fraud is suspected. A compliance worker might look over cases, look into possible problems, and talk to claimants to find out more. 
Their goal is not only to stop and find any misuse or fraud, but also to make sure that people who are due to benefits get the right amount. They are a very important part of keeping the UK’s benefits system fair and honest.

Why Am I Having A Compliance Telephone Interview?

A DWP compliance officer from the Department for Work and Pensions (DWP) may call you if they need to conduct an interview with you as part of their investigation into your benefit claim.

This could be because previous information provided by you needs to be verified or that additional evidence is needed.

The aim of the interview is to help establish whether your circumstances are correct and in line with the rules set out by the DWP.

The DWP compliance officer for benefits like Universal Credit will explain why they have called and what they need to cover during the meeting.

It’s important to remember that this kind of investigation process is normal practice when it comes to determining eligibility for government benefits, so don’t feel intimidated or afraid – answer honestly and accurately.

What Happens When The DWP Undertake An Investigation?

When the DWP investigates your claim, they’ll send a compliance officer to check that all the information provided is correct and verify it against other sources of evidence.

The investigator may ask questions to clarify any discrepancies or discrepancies between what you have said and what has been found in their records. The interview may also include questions about your finances, employment history, medical history and/or lifestyle.

The investigator will explain why they are asking each particular question, which could involve anything from confirming that you meet the eligibility criteria for benefits to ensuring that you haven’t been overpaid. 

Depending on the complexity of your case, more than one meeting may be necessary before a decision can be made on your benefit status.

DWP Undertake An Investigation

The compliance officer may also ask for relevant documents, such as bank statements, payslips and proof of identity. If you don’t have any of the requested documents, they should be able to provide you with a version that can be downloaded or printed off.

It’s important to remember that the interviewer is there to help. They are not trying to find any discrepancies or inconsistencies in your story.

Any information provided will be treated confidentially and will only be used for the purpose of determining your benefit status.

If you disagree with any decision made about your benefits after an investigation has taken place, you can appeal the decision by following the DWP’s complaints procedure.

What Is A Compliance Telephone Interview DWP?

A DWP Compliance Telephone Interview is an interview conducted by the Department for Work and Pensions (DWP) to verify if customers receiving benefits are meeting the conditions of their awards.

This type of DWP compliance interview, also known as a compliance call, is used to check that recipients are correctly claiming the benefit payments they receive.

This interview aims to ensure that customers are providing accurate information, and any discrepancies or inconsistencies between what has been provided verbally during the telephone conversation and other evidence may be further investigated.

The interviewer could ask questions about personal details. Here are examples of the common details asked about in DWP Compliance Interview Questions:

  • names
  • addresses
  • working hours and salary
  • what benefits have been claimed
  • how often these benefits have been claimed
  • whether there’s any change in circumstances since making the benefit application
  • what other sources of income are available; and

"A compliance interview is a meeting with the DWP, which is typically conducted on behalf of an individual or business that has received money from the department."

How To Prepare For The DWP Compliance Interview?

Here are some tips to help you prepare for a DWP compliance interview:

1. Gather the necessary documents

Ensure all the required documents are in order before going into your interview. This includes any forms related to your claim, a bank statement, utility bills, pay slips and other relevant financial records.

It’s also important to bring supporting evidence, such as a doctor’s or employer’s letter confirming any information. If your interview relates to where you live, take your tenancy agreement with you.

If you are claiming benefits, then bring any info related to these.

DWP Compliance Interview

2. Practice Your Answers

Be prepared to answer questions about the information you’ve provided, such as why certain documents were not submitted earlier or what changes have been made in your circumstances since submitting the claim.

Practising answers to potential questions can help you feel more confident when it comes to giving responses during the interview.

3. Know Your Rights

Research your rights before entering into an interview with the DWP to know what is expected of you and what legal protections are available to you at all stages of the process. This includes understanding any time limits for appeals and other procedures should your application be unsuccessful.

4. Find Someone To Accompany You

Consider bringing a friend, family member, social worker (if you have one) or legal advisor to the interview with you. If you are struggling with mental health issues, make sure you ask these to be raised too. The person accompanying you can do this and offer you the moral support you need.

You can also contact your local Citizens Advice Bureau if you are struggling to find someone who can accompany you.

5. Ask For Clarification

If there is something that you don’t understand during the customer compliance interview, it’s essential to ask for clarification from the interviewer. This will ensure that all necessary information is accurately recorded and considered during the process.

What Questions Could Be Asked During The Compliance Interview?

Here is a list of questions that you might get asked.

  1. What information have you provided in your claim?
  2. What evidence do you have to support your application?
  3. Have there been any changes in your circumstances since submitting the claim?
  4. Is the information provided accurate and up to date?
  5. Are there any other sources of family income or benefits that should be considered when assessing the application?
Questions Could Be Asked During The Compliance Interview
  1. How long have you lived at the address given on the claim form?
  2. Can you provide proof of identity and residency for yourself and anyone else living at the same address named on the form?
  3. Do you have a bank account, if so can you provide details such as account number, sort code and statement of transactions.

Your Rights During A DWP Interview?

It’s important to remember that you have rights throughout the DWP compliance interview process. This includes:

  • The right to be treated with respect and dignity
  • The right to ask questions and receive accurate answers
  • The right to contact a legal advisor or representative if necessary
  • The right to request an appeal should your application be rejected.

By understanding these rights, you can ensure that your compliance interview is conducted fairly and that the outcome of your application is based on evidence rather than prejudice.

It’s also important to understand that any information provided during the interview is confidential and cannot be used against you in future proceedings.

What Happens After A DWP Compliance Interview?

What happens after a compliance telephone interview with DWP? 

You will be given a written report at the end of the interview. This outlines any decisions made and the reasons why they were taken. 

You will also be provided with the contact details of someone to discuss the report further, if you have any questions.

You can then decide whether or not to appeal the decision in writing within 28 days of receiving the report. 

You should provide as much evidence as possible to support your case for an appeal. If you are successful, a new review may be undertaken by the DWP and a new decision reached which is more favourable towards your application.

Once the interview is complete, the DWP will review the information provided and make a decision on your application. Depending on the outcome of your application, you may receive an offer of benefits or be required to attend further interviews or provide additional evidence.

If no agreement can be reached, then you have the right to appeal against the decision. The appeals process is independent and held at an independent tribunal. Regardless of what happens next, it’s essential to keep all documentation related to your claim in order for future reference.

Can Benefit Investigators Watch Your House?

In rare cases, a benefits investigator may watch your house as part of their investigations. 

This only happens when there is evidence of fraud or other illegal activity. If a visit to the property is necessary, they should make an appointment with you to discuss their enquiries and provide details on why they are visiting.

The investigator will not enter your home without your permission, and any visits must be conducted between 9am and 5pm Monday-Friday (unless it is urgent).

If you feel that the investigator has behaved inappropriately during the visit then contact the DWP for advice or appeal against their findings if necessary. It’s important to remember that all information investigators provide must remain confidential unless required in court.

Can The DWP Look At Your Bank Account?

In some cases, the DWP may request access to your bank account in order to verify any information provided during your interview. This can include statements for up to three months prior to the date of application.

You will be required to provide your bank details and sign a consent form allowing them to investigate further. However, the DWP cannot look into any accounts not mentioned in the original application or those not linked with you as an individual.

It’s essential that you are honest about all financial activities when filling out forms related to your benefits claim, as failure to do so could lead to criminal charges. 

Additionally, if there is evidence of fraud, this could have serious consequences, such as losing benefits altogether or even a custodial sentence.

DWP Look At Your Bank Account
  • any other relevant information that could affect a customer’s entitlement to benefits.
  • any means-tested benefits or state benefit that you claim
  • details of any bank accounts or building society accounts that you may be financially supporting you and any savings or debts that you might have
  • details of any travel expenses reimbursed

The interviewer will also assess the customer’s eligibility for continuing their benefit payments or for backdating any potential arrears.

During this assessment, the DWP may use additional evidence such as bank statements, payslips, letters from employers, and medical certificates.

Customers should be aware that failure to provide accurate information may lead to an overpayment of benefits, and this may have to be repaid in full.

It’s important to answer all questions honestly during the telephone interview and cooperate with the interviewer in providing all requested details. If more time is needed, ask politely if you can call back at a later time.

Benefit Cheats

What Happens To Benefit Cheats?

There are a range of penalties if you are found to have made fraudulent claims. These might depend on your personal circumstances but can include:

  1. Repayment of overpaid benefits
  2. You could face criminal charges, criminal prosecution and a possible jail sentence – If you suspect that this might happen, then you should seek legal advice and find out whether you are eligible for legal aid
  3. Disqualification from receiving certain benefits for a set period of time
  4. Sanctions such as benefit suspensions or reductions

It is important to remember that the DWP takes benefit fraud seriously and any attempt to cheat the system will have serious consequences. Therefore, it is in your best interest to answer all questions truthfully and provide accurate information during your interview.

The interviewer should explain at the beginning of the call what type of questions they will ask and what evidence may be needed. You also have the right to end the call at any time if you feel uncomfortable or unable to respond to a question.


Undergoing a DWP compliance interview can be a stressful experience. However, understanding your rights and gathering the necessary evidence should give you the best possible chance of a successful outcome for your application.

Remember to keep all documentation related to your claim for future reference and if you’re ever unhappy with the way an investigator has behaved, then contact the DWP immediately. With these tips, you should be well-prepared for any DWP interview that comes your way.

In summary, it is important to know your rights during a DWP compliance interview and understand what happens once this type of investigation is complete. 

Ensure that all evidence is presented from start to finish and contact the relevant authorities if an investigator behaves inappropriately or if a decision is made that you are unhappy with.

With the right knowledge and preparation, you should be able to navigate any compliance investigation with ease.

Meet the author

Jane Parkinson

Jane Parkinson

Jane is one of our primary content writers and specialises in elder care. She has a degree in English language and literature from Manchester University and has been writing and reviewing products for a number of years.

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Frequently Asked Questions

What Is A Compliance Interview With DWP?

A compliance interview is a meeting with the DWP, which is typically conducted on behalf of an individual or business that has received money from the department.

The Role Of A Customer Compliance Officer at the DWP?

A customer compliance officer is an employee of the DWP whom you will be meeting with at your interview. They will often be the ones that send you a compliance letter.

Why Could A Compliance Officer Call You?

A dwp compliance officer from the Department for Work and Pensions (DWP) may call you if they need to conduct an interview with you as part of their investigation into your benefit claim.

What Happens When The DWP Undertake An Investigation?

When the DWP investigates your claim, they’ll send a compliance officer to check that all the information provided is correct and verify it against other sources of evidence.

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