This was an Inter-NHS case where one NHS Trust (the debtor) claimed that they had disputed the balance of £37k while the other (the client) refused to accept that any dispute existed.
As always, we adopted a straightforward and methodical approach. The available documentation was reviewed to develop a picture of what the case looked like and the approach we would have to adopt.
Initially contact was established with the customer who advised they would require a copy invoice, subsequently this was supplied prior to the customer receiving our first letter. It was advised they are looking to resolve the matter and would get back to CCICM in due course. So, the client naturally was updated with the developments that had been made within the first 7 days on the file being loaded.
We had been advised by the customer that although they think the matter could be resolved, payment could only be processed on the 1st and the 15th of each month and the. Shortly after this statement, the customer informed CCICM they are not willing to make payment for the full balance because the calculation of the charges was incorrect, and a credit note was due. At this point it was explained that this may be the case but unfortunately the CCG had not raised this as an issue within the correct time frame for our client to be able to Re-Bill.
We saw the customer then provide claims that they had raised other concerns but none of which referenced this particular charge. It was only after the pre-approved timescale had passed any query was raised. Corresponding evidence from the client was then sought and sent over the customer.
A settlement offer was provided by the customer at this point which equated to 50% of the credit note balance. This would have meant the client would need to raise a credit of around £1900. The client however refused to do this and again wanted full payment.
An email again was sent to the customer explaining the offer had been rejected and again outlining why the balance is due. I was not met with a response. As such I called the customer the day after sending my email to ask if my email had been received. It was agreed that it had and that it had also been reviewed.
They agreed that it seems they have little option outside of mediation but to process the payment. They agreed to make the payment in full on 01.08.21. With this being a Sunday, the payment was made early and confirmed by the client on 28.07.21.
The key to success in this particular case was our collector’s knowledge and experience in handing both Client and debtor relationships within the NHS. In addition, the collectors skill in query resolution and settlement negotiation enabled a speedy and satisfactory resolution.
