Frequently Asked Questions (FAQs) for Insolvency Practitioners

What is the redundancy payment system?

The redundancy payment system is an online service that allows you to submit and manage your redundancy related claims when the business is insolvent.

It replaces paper forms and provides:

• One online place to submit your claim
• Clearer updates on progress
• Fewer forms and less duplication

What's changing?

• Claims are made online instead of by paper.
• You can track progress digitally.
• Updates are sent electronically.

What's staying the same?

• Eligibility rules do not change.
• What types of claims the NI Redundancy Payment Service (RPS) can consider and statutory limits remain the same.
• Payments are still assessed and paid by RPS.

Who can use this system?

The system is designed specifically for appointed insolvency practitioners and authorised staff within their firms who manage redundancy claims during insolvency proceedings.

Access and registration

How do I register on the portal?

Contact the Redundancy Payments Service, providing your first name, last name, company name and email address.

For larger firms operating from multiple locations (for example, PwC), we will create a separate company profile for each office location (e.g. Belfast, London, etc.). Please ensure the company name and address reflect the specific location to which the user should be linked. 

Can multiple staff members work on the same case?

Yes. The staff member who adds the employer can assign access to other insolvency practitioners and authorised agents within their firm, allowing them to work on the same employer record.  IPs are granted access by RPS, who create their user accounts.

All IPs can view all cases associated with their own company; however, access levels may vary, and full access to every case is dependent on the permissions assigned to the individual user. 

Agents can also access cases, but only where those cases have been specifically assigned or granted to them.

Managing claims

What information do I need before starting a claim?

You will need employer insolvency details, employee information, payroll records, contracts, and confirmation that employees have been dismissed.

What information do I need before starting a claim?

You will need employer insolvency details, employee information, payroll records, contracts, and confirmation that employees have been dismissed.

What types of claims can I submit via the portal?

You can submit claims for redundancy pay, holiday pay, and arrears of wages.

Can I monitor the progress of claims?

Yes, your task list enables you to track claim statuses and payment progress.

I am getting a lot of emails - how can I manage them?

You will receive an email notification each time the claimant takes an action on the portal. This is to support timely progression of the claimant’s case. Setting up a rule on your mailbox to manage the number of notifications you receive, could assist you with this.

What if I’m unable to verify employment details due to incomplete records?

If wage or employment records are incomplete, you must provide the most accurate information available. The system will not accept gaps in employment details. If wage records are unavailable to verify the claim, you can request that the claimant contact HMRC either through their personal gateway services or by submitting a Subject Access Request (SAR), which should enable them to provide details of their employment history to you.

You should contact the Redundancy Payments Service if you are unable to verify wage records.

What happens if information I provided changes later?

There are several opportunities to amend submitted data, depending on the stage reached in the process. Wherever possible, the preferred approach is to resolve discrepancies through the initial dispute process, during which the claimant can review and correct any claim information or payment details they believe to be incorrect.

Where errors are identified in personal or claim data and the claimant subsequently confirms this information as correct, but later requests an amendment, the Redundancy Payments Service should be contacted as the designated point of contact to facilitate any changes.

For amendments to arrears of pay or holiday entitlement following agreement of the claim, the Redundancy Payments Service again should be contacted as the designated point of contact to facilitate any changes.

Can I record a claim for commission and/or bonuses?

Under the legislation, RPS can investigate claims for bonuses/commission, however they are subject to further scrutiny and can only be paid in certain circumstances.  As they fall under the same legislation as arrears, they are subject to the same statutory limitations as arrears, so they are capped at the appropriate weekly limit and have a maximum of 8 weeks. Bonuses/ commission must be earned and contractually due. No payment for discretionary, future or unearned bonuses/commission.

Do I record the capped amounts or the gross amount when adding holiday/arrears information?

It is important that you record the full amount due to the claimant. The portal includes validation to ensure accurate data submission to the RPS case management system and automatically applies any relevant legislative caps at the point of submission.

Are the payments subject to any caps/ deductions?

Statutory payments are limited by legislation. The system enforces these limits to ensure compliance.

• Maximum statutory weekly rate of pay – this increases every year. All rates of pay are capped at the relevant statutory cap.
  • Statutory Redundancy Pay is based on age and complete years of service (up to 20 years/ 30 weeks) / weekly pay (subject to the statutory weekly cap) 
  • Arrears of Wages - RPS can pay up to 8 consecutive weeks of unpaid wages.
  • Holiday Pay - RPS can pay up to 6 weeks of accrued holiday pay in the 12-month period before the employer became insolvent. 
  • Notice Pay (Loss of Notice) - RPS can pay up to 12 weeks’ notice pay, depending on years of service. You must claim this after the notice period has ended. It is also subject to deductions; as it is a compensatory payment, any new income in the period will be deducted.

These statutory limits are subject to change.

The claimant works an irregular work pattern, what weekly rate of pay do I use?

If the claimant does not work the same hours or earn the same wage each week, an average of the last 12 weeks’ pay should be used, as per legislation.

I have additional information on my employer/case that doesn’t fit the existing sections (e.g. long-term sick, legal proceedings, secondment, alternative employment, seasonal work, or reduced hours). Where should this be recorded?

You may wish to use the ‘Upload Documents’ to upload a ‘cover letter’ type document to further explain any anomalies. There is also the ‘Messages’ functionality which allows you to correspond with RPS. 

I have a case where only outstanding pension contributions are due to be paid. Should I still create the employer via the online system?

Yes, only the employer and the relevant details are required to create the case. Please note you do not need to add individual employees to a pension only case. You should notify the NI RPS team that this is a pension-only case. The RP15 and RP15a forms must still be completed manually outside of the online system and can then be uploaded via the documents tab.

Can a claim be processed for a now deceased former employee?

RPS may be able to assess and process payments relating to a deceased former employee.  To deal with the sensitive nature of this matter, the IP should contact the Redundancy Payments Service to discuss the matter.  RPS will liaise, as necessary, with the next of kin to obtain additional relevant documentation such as a copy of the death certificate.

Claimant experience and risks

How does the employee interact with the system?

After you submit employer and employee data, employees receive an invitation to create an account, review pre-filled information, and submit their claim.

What if an employee disputes the information?

Employees will have the opportunity to review and dispute information before its submission to be assessed by RPS. The system will notify you if the employee disputes their information. If the employee continues to dispute the claim following reassessment, RPS will proceed to make payment based on the amount that has been verified. The claimant will then be advised to pursue the matter through an Employment Tribunal should they wish to challenge the decision.

What if claimants submit claims before an IP is appointed?

This may result in non-insolvent cases being raised incorrectly. To prevent this, RPS will carry out checks to confirm whether an Insolvency Practitioner (IP) has been appointed. Where an IP is identified, we will contact the claimant and advise them to liaise with you so that their details can be added to the case via the portal. If no IP has been appointed, RPS will proceed on the basis that the case is not insolvent.

Please note that claimants have six months from the date of redundancy to submit a claim to the Redundancy Payments Service (RPS) to comply with legislative requirements. RPS therefore places emphasis on prompt action.

Is sharing email addresses or logins acceptable?

No. Shared log ins raise GDPR and security risks. Each user should have separate access and credentials.

What happens if the information I provide means the claimant receives an overpayment?

Where an overpayment has arisen due to incorrect information being provided by the IP, you will be responsible for contacting the claimant regarding the overpayment. Should there be a subsequent recoupment, RPS will manage the recoupment process itself. If the overpayment is due to an error by RPS, RPS will initiate the recoupment process and contact the employee directly.

Who do I contact if I need help or support?

For technical issues (for example, problems logging in or accessing the system) contact the DfE IT Helpdesk.

For questions about your case contact the Redundancy Payments Service.