This article is from the source 'bbc' and was first published or seen on . It last changed over 40 days ago and won't be checked again for changes.

You can find the current article at its original source at http://www.bbc.co.uk/news/business-37427990

The article has changed 6 times. There is an RSS feed of changes available.

Version 0 Version 1
Concentrix: 'Suicidal calls' made to tax credits firm Concentrix: 'Suicidal calls' made to tax credits firm
(about 9 hours later)
A firm used by the government to cut tax credit payments has received calls from "suicidal" clients, the BBC has been told.A firm used by the government to cut tax credit payments has received calls from "suicidal" clients, the BBC has been told.
A whistleblower at Concentrix's call centre said most staff "weren't even trained" to deal with such calls.A whistleblower at Concentrix's call centre said most staff "weren't even trained" to deal with such calls.
He said staff were not offered counselling, but were instead told: "Have a smoke... you'll be fine."He said staff were not offered counselling, but were instead told: "Have a smoke... you'll be fine."
But Concentrix said, in the case of suicidal callers, staff were trained in accordance with guidelines from HMRC.But Concentrix said, in the case of suicidal callers, staff were trained in accordance with guidelines from HMRC.
It told the BBC's Victoria Derbyshire programme: "Our staff are supported as much as possible where we have encountered this type of scenario."It told the BBC's Victoria Derbyshire programme: "Our staff are supported as much as possible where we have encountered this type of scenario."
'No food''No food'
Last week, US firm Concentrix - which is employed by HMRC to help reduce incorrect or fraudulent tax credit payments - learned it would not have its contract renewed once it expires in May 2017.Last week, US firm Concentrix - which is employed by HMRC to help reduce incorrect or fraudulent tax credit payments - learned it would not have its contract renewed once it expires in May 2017.
This came on the same day as the Victoria Derbyshire programme reported claims that hundreds of people had wrongly had their payments stopped.This came on the same day as the Victoria Derbyshire programme reported claims that hundreds of people had wrongly had their payments stopped.
Single mother Nicola McKenzie said Concentrix had cut her tax credits after she was wrongly accused of being married to a dead 74-year-old man.Single mother Nicola McKenzie said Concentrix had cut her tax credits after she was wrongly accused of being married to a dead 74-year-old man.
Now, a member of the company's staff has spoken about the experiences of staff at its call centre in Belfast.Now, a member of the company's staff has spoken about the experiences of staff at its call centre in Belfast.
The 600 workers were yelled at "every day" by clients, he said, with "people crying down the phone to you that they're down to their last bag of wipes, have no food in the fridge to feed their kids".The 600 workers were yelled at "every day" by clients, he said, with "people crying down the phone to you that they're down to their last bag of wipes, have no food in the fridge to feed their kids".
"We were dealing with people claiming they were going to commit suicide," the whistleblower said. "You had to try and keep them on the phone, while a manager phoned the police to get out to their address to make sure that they were OK."We were dealing with people claiming they were going to commit suicide," the whistleblower said. "You had to try and keep them on the phone, while a manager phoned the police to get out to their address to make sure that they were OK.
"Some of the [call centre workers] that were dealing with the suicide calls weren't given the back-up, weren't given aftercare by our aftercare team. Most of the people weren't even trained in how to deal with a suicide call.""Some of the [call centre workers] that were dealing with the suicide calls weren't given the back-up, weren't given aftercare by our aftercare team. Most of the people weren't even trained in how to deal with a suicide call."
Concentrix staff received no "aftercare by our human resources team, or any sort of counselling, after a call", he claimed, adding: "They were just told, 'Go out. Have a smoke. Come back. You'll be fine. Deal with another 40 or 50 calls.'"Concentrix staff received no "aftercare by our human resources team, or any sort of counselling, after a call", he claimed, adding: "They were just told, 'Go out. Have a smoke. Come back. You'll be fine. Deal with another 40 or 50 calls.'"
'Not a coincidence''Not a coincidence'
The whistleblower said he had also spoken to "hundreds" of low-income householders who said their tax credits had been stopped without receiving a letter from Concentrix telling them to provide information within 30 days or their benefits would be halted.The whistleblower said he had also spoken to "hundreds" of low-income householders who said their tax credits had been stopped without receiving a letter from Concentrix telling them to provide information within 30 days or their benefits would be halted.
He added: "It couldn't be a coincidence, so many people calling in that haven't met each other saying that they hadn't received this letter... I personally have spoken to hundreds of them."He added: "It couldn't be a coincidence, so many people calling in that haven't met each other saying that they hadn't received this letter... I personally have spoken to hundreds of them."
Staff were not "allowed to reinstate or even temporarily reinstate their benefits, their tax credits, until they provided information", he added.Staff were not "allowed to reinstate or even temporarily reinstate their benefits, their tax credits, until they provided information", he added.
Concentrix said it had completed a validation to confirm that all the advance warning letters that were expected to be sent out were sent out, and that it is satisfied with this process.Concentrix said it had completed a validation to confirm that all the advance warning letters that were expected to be sent out were sent out, and that it is satisfied with this process.
It said it acts in strict accordance with guidelines set and provided by HMRC.It said it acts in strict accordance with guidelines set and provided by HMRC.
"There has to be a process and our staff are not there to apply a discretionary judgement, or implement their own exemptions as this would lead to further issues," it said."There has to be a process and our staff are not there to apply a discretionary judgement, or implement their own exemptions as this would lead to further issues," it said.
"We are contractually obligated to contact individual tax credit claimants based on information provided by HMRC," it added."We are contractually obligated to contact individual tax credit claimants based on information provided by HMRC," it added.
'Highly supportive''Highly supportive'
A spokesperson for Concentrix said: "There is a process to follow as per HMRC guidelines and Concentrix staff are trained in exactly the same way as HMRC staff. It is important to realise that our staff are not counsellors and we would never position them as such. There are experts who should be involved in situations like these and our staff are trained to ensure those external experts, like the police, are engaged."A spokesperson for Concentrix said: "There is a process to follow as per HMRC guidelines and Concentrix staff are trained in exactly the same way as HMRC staff. It is important to realise that our staff are not counsellors and we would never position them as such. There are experts who should be involved in situations like these and our staff are trained to ensure those external experts, like the police, are engaged."
The company added: "The senior management team at Concentrix is highly engaged with both clients and staff. Managers at all levels are aware that the work we are conducting on behalf of HMRC, especially when set against the issues with HMRC policies and procedures, is challenging and are highly supportive of staff at all times."The company added: "The senior management team at Concentrix is highly engaged with both clients and staff. Managers at all levels are aware that the work we are conducting on behalf of HMRC, especially when set against the issues with HMRC policies and procedures, is challenging and are highly supportive of staff at all times."
HMRC said: "We provide Concentrix with cases which have been flagged as showing potential discrepancies, along with the data we hold and have received from third-parties. Concentrix is then responsible for using their own internal checks to identify which of these cases they think require further investigation.HMRC said: "We provide Concentrix with cases which have been flagged as showing potential discrepancies, along with the data we hold and have received from third-parties. Concentrix is then responsible for using their own internal checks to identify which of these cases they think require further investigation.
"Concentrix then writes to the claimant asking for information to verify their claim. If the claimant responds with the right information within the 30-day timescale their payments will continue. Payments can only be stopped when there is strong evidence to support this course of action.""Concentrix then writes to the claimant asking for information to verify their claim. If the claimant responds with the right information within the 30-day timescale their payments will continue. Payments can only be stopped when there is strong evidence to support this course of action."
People who are struggling to cope or would like someone to talk to in confidence can contact the Samaritans by calling 116 123.
The Victoria Derbyshire programme is broadcast on weekdays between 09:00 and 11:00 on BBC Two and the BBC News channel.The Victoria Derbyshire programme is broadcast on weekdays between 09:00 and 11:00 on BBC Two and the BBC News channel.
Are you affected by issues featured in this story? Let us know about your experiences. Email haveyoursay@bbc.co.uk with your stories.
Please include a contact number if you are willing to speak to a BBC journalist. You can also contact us in the following ways:
Or use the form below