I complained about a similar issue and also made a FOI request for the guidance (case resolved on this point by them suspending deductions as client had appealed) .
Note sure where the guidance is, but it's headed Appendix 1!
The FOI disclosure revealed that they have fixed instalment rates deduction rates based on the amount of the OP and virtually no regard is given to individual financial circumstances, other than advice to "negotiate" about this.
It is quite appalling that a government department has such poor debt collection practices.
In response to my complaint, they said that they were reviewing their procedures and had involved Citizens Advice and Money Advice Trust. Does anyone know anything about this?
It might be worth making formal complaints about the practices in these cases and so keep up the pressure on them to alter their practices so that they come into the 21st century.
If you privately email me your fax number, I will fax the guidance to you.
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