Transferring Tax Credits Debts to DWP

Assignment under the Market Research Framework MR130001.

This qualitative research will look to explore responses to the new letter notifying customers that their tax credits debts are being transferred to DWP for recovery. In particular, it will seek to: • Walk through the end to end journey with customers to explore their likely reactions at each stage; • Ensure the messages in the letter are clear and unambiguous; • Find out what questions people have once they have read the letter and test this alongside the draft web guidance to identify gaps.