Casework Skills Test Question 59 – Stopping recovery action linked to the wrong person
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Practice focus: Identity matching, financial harm and incident handling
Difficulty: Hard
Scenario
A customer says money has been taken from their payment for a debt they do not recognise. You find another case with the same name and a similar date of birth. The debt amount matches that second case, but the customer reference and address are different. Guidance says recovery must be paused where identity may be wrong, identifiers must be checked, and any incorrect disclosure or financial action must be reported through the incident route.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Pause the recovery and ask the customer for a bank statement, but do not check the second case or report the possible linking error yet.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Pause the recovery, compare the full identifiers, notify the finance and incident teams, correct the linked record and explain the next steps to the customer.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Continue the recovery because the name, date of birth and debt amount are close enough to confirm that the debt belongs to the customer.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Send the customer's complaint to the finance team and take no action on the case record until finance replies.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Fairly Effective |
| Action B | Effective |
| Action C | Counterproductive |
| Action D | Ineffective |
Members can unlock the full explanation for all four actions, including how evidence, fairness, confidentiality, customer impact and authority affect each rating.
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