Margaret receives a Hampshire County Council pension of £217 per month and a state pension of £160 per month, she also gets single persons council tax discount and rents her home from a local Housing Association. She came to visit our Penton Trust Over 65’s Project Adviser after receiving a bill for two dental appointments attended back in November and December 2022 totalling £65.20, which also included a £100 late penalty charge. Margaret thought that she was exempt from paying for dental care due to receiving Pension Saving Credit.

Our Adviser contacted the Department of Work and Pensions (DWP) who were able to confirm that Margaret actually needed to be in receipt of Guarantee Pension Credit to receive free dental care. Our Adviser explained the situation fully to the NHS who confirmed that they were happy to wait for Margaret to confirm her pension situation before the outstanding bill was resolved. Following confirmation from DWP, Margaret realised her error and by April 2023 had paid the bill in full over 3 separate monthly payments, including payment of the £100 penalty charge.

Unfortunately, in August 2023 she then began receiving letters from a collection agency asking for £215 (the original amount that she had already paid, plus a further £50 due to late payment). Our Adviser contacted the Collections Agency, sending all the relevant emails and attachments with evidence of full payment. The NHS were then able to confirm to Margaret that there would be no further charges and the case was closed. Margaret left a note for our Adviser to say how grateful she was for our help.

"I'm incredibly grateful for the help and service I've received from Citizens Advice Basingstoke. I was near enough losing my good character and reputation but for the help from the adviser. A big thank you for your kind service and advice" Margaret