Frequently Asked Questions



As a money adviser can I create a joint intimation?

Intimations can only be created for individual debtors.  When creating a joint application, use one of the intimations to create the case, the other intimation will just sit on the system as an intimation until it expires (after 6 weeks).


How do I use the search function to find a case?

From the Home page left hand menu select Admin then All Cases. Scroll to foot of page and select Search.  In the Build Search box in top left of screen select the search criteria from Data item using the dropdown menu (eg case reference) and select Go.  In Conditions select your search conditions (eg contains).  In Value add what you would like to search for (eg actual case reference number) and select Add. The criteria you selected moves to Search Criteria on right of screen.  Click Apply Search.

When searching for creditor details ensure you search under creditor name and other name


How do I find a case that has moved off my Home Page?

From the Home page left hand menu select Cases then All cases. Scroll to foot of page and use ‘Search’ function (see above question/ answer). Add a choice into tabs from drop down menus. Add a Value eg case no or surname, select Add and then Apply Search


Are reminders sent to refresh passwords when expiry date approaches?

The system isn’t set up to set reminders.  An automatic prompt will notify you when a password requires to be changed.


As a money adviser must I contact creditors to get updated balances or can this information be supplied by client?

The Money Adviser guidance (section 4.2.8) states it is the Money Adviser’s role to contact the creditor to confirm full information regarding the debt.  The debt status should initially be set as Declared as this is the level of debt which the debtor believes they owe. Once the debt confirmation is obtained from the creditor the debt status can be changed to Accepted. Once all debts levels have been Accepted  the case can then proceed.

* Accuracy at this stage is crucial to ensure timely progress of a DAS application.  With more creditors using the DASH system to manage their responses in the application process more are rejecting the proposed DPP where debt amounts or references are incorrect.


Balances provided on Form 1 application from debt advisers are verified to the best of our ability as accurate on the date of submission.  On a number of occasions creditors are responding to reject proposal and the reason given is that they disagree with the balance (balance has increased during the 21 day period).  We have been given a variety of information about what happens in such cases but it may be that the DAS admin alters the balances to agree with the creditor at this stage. Would appreciate clarification as to what regulation or guidance the DAS Administrator applies in these cases?

If a creditor rejects a DPP proposal because sums are inaccurate DAS Administrator can amend the proposed DPP and recalculate the programme where amounts are relatively minor.  Where changes have a significant impact on the DPP (ie not just pennies), DAS Administrator will reissue the proposal for creditor comment within 21 days

What's the difference between minor creditor and a major creditor?

During the development of DASH, creditors who featured most regularly in DAS debt programmes were invited to be added to the system with a view to them being able to manage all the cases through DASH where they are a creditor.

Minor creditors are those who feature less regularly in DPPs. 

For the purposes of DASH a minor creditor can only manage one debtor’s DAS case and is added by the Money Adviser when it is clear that the creditor is not listed as a major creditor. 

It is hoped that in the fullness of time all major creditors will be fully engaged with the automated DASH process to receive requests for debt confirmation, accept/ reject DPP proposals and view their full caseload.  For those creditors where ‘false’ is detailed under Requires Letters tab, requests are transferred via DASH electronically removing the need for printing and posting letters.


How do I change a debt from minor creditor status to a major creditor status when the creditor is already detailed as a major?

Remove from the debt tab first then this will allow you to remove the creditor.  Then proceed to select major creditor and enter debt details as normal.


As a Money Adviser how do I find out why my case is rejected?

You will find the details in the notes tab which will advise what steps to take for corrections.


My case has been rejected however I cannot edit it.

Editing rejected cases is a function with manager permissions on DASH.  Please ask you manager to change the status from rejected to draft to enable you to make the necessary changes.

As a continuing money adviser how do I add a Fair & Reasonable (F&R) test? 

Click on F&R  tab then Add New.  Select date and creditor and fill in creditor comments.  Select Save.  Repeat this process for all creditors rejecting the Debt Payment Programme (DPP).


How do I add notes?  

In the relevant case there will be three options available on the right of the screen i.e. edit, view or delete.  To enable you to add a note you will need to select edit.  In the next screen you will see Notes in the red horizontal bar at the top of the page.  Select Notes and then select Add new.

It is recommended that you add the date in the subject line before the subject title – this makes it easier to find relevant notes at a later stage.


How do I add scanned documents eg mandate/letter of authority?

Scan the document and save it to ‘My Documents’ on your pc.

Find the case on DASH that you wish to load the documents to and select Edit to open it.  Click on Documents tab which is found on the bar at the top of the page. Select Add New on the right hand side of the page under Case Document List.

To upload the document, click on Browse which will take you to ‘My Documents’ on your pc, from where you can select the file and click Open.  When the file that you have selected appears in File click Save.  The file will then appear in Filename and it will confirm that your save was successful.


Dates shown on screen - what is their relevance?

The cases are ordered in date order according to length of time they are on the system.  As this was causing considerable confusion there was a system update on 18 October 2011 to create an additional case status, that of ‘approved’.  Now cases should show in date order relative to their status ie: draft cases (newest first); new cases (oldest first); live cases (newest first); awaiting creditor response (oldest first); awaiting fair and reasonable test (oldest first).


When will "old" cases be migrated on to new system?

We are carrying out a project to ensure accuracy and capture of all old case information.  We hope to have this exercise complete and the information migrated on to DASH by the end of December 2011.


Old DAS programmes – variations/notice of completion.   What is the procedure for dealing with these?

It is anticipated the case information from the old system will be migrated to the new DASH system by the end of December 2011.  This will enable cases to be varied using DASH.  In the meantime, applications to vary DPPs should be made using Form 4 that can be printed from DASH and completed manually. 

The Payment Distributor will issue the notice of completion to all relevant parties (Regulation 46 (1)).


What is the timescale for dealing with a new DAS application post day-21?

In cases with multiple debts, if all creditors accept the DPP proposal or their acceptance is deemed as accepted if no reply, the DPP will automatically be approved (showing on DASH as “Cases with DPP fully accepted”) at a minute past midnight on the 22nd day.


Timescales for cases where all debts approved – how long until these go live?

When a case is moved to new the DAS Team will review that the application contains all required information and move it to live.  Currently this is taking 1 to 2 days.  When the case is progressed by DAS Admin it will show on DASH under Cases recently accepted by AiB.


What is the timescale/process for cases in dispute/sitting at F & R test?

Cases where there is even one rejection will revert to the F&R test by DAS Administrator.  At the end of 21 day notification period DAS Administrator will review the reasons for rejection and apply the Fair & Reasonable criteria.  This can take anything from 1 day to a few weeks for the proposed DPP to be approved or rejected, depending on the reasons for rejection.  If further information is required to enable a decision on the DPP, this may add to the time.  Money Advisers can check the responses from creditors by viewing the case in the Creditor DPP Response section – Cases with Rejected DPP.  Selecting ViewDPP and in the Debt Programme List select View at the Awaiting F&R Test.  Select Creditor Payment Programme which will provide a list of creditor responses.  View any one to read the response from the creditor.


What is the process for variations to increase/reduce payments/years?

The process for an application to vary a DPP is made via DASH using a Form 4.  The DAS Administrator recalculates the DPP and sends notification to each of the creditors for comment within 14 days.  At the end of the 14 days the DAS Administrator decides if the application to vary the DPP is approved and notify all parties. (Regulations 36-39).










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