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BFG Dependant Employees: Contacting the Defence Business Services (DBS) Dependants Pay Team. Pay Queries.

Please note that the LSU is the legal employer for Dependant staff and is also the first point of contact for pay related matters and other enquiries concerning conditions of service etc. In specific cases the LSU may advise the employee to contact the DBS BFG Dependant Pay Team directly. Details can be found below.

Should a Dependant employee wish to contact the DBS BFG Dependants Pay Team about any pay matter, they may do so by one of the following methods:

 

A.By Phone:

93345 7772 (Mil)
0800 345 7772 (STD – use this number if phoning from the UK)
+44 1225 747772 (Overseas phoning from an overseas Civilian number)

 

1.When phoning you must state that you are a Dependant employee working for the British Forces in Germany. They also need to quote their personnel number and Work Point Number (WPN). Both can be found on your BFG24. If a Dependant employee does not know their personnel number and WPN, they will be politely asked to call again with either number.

2.NB: Dependant employees should note that when they speak with a member of the DBS Contact Centre team, they will not get an immediate answer to their enquiry. Their enquiry will be logged/recorded onto the DBS ‘Enquiry Management System’ called Remedy. The enquiry will then be passed to the Dependants Pay Team to resolve, and provide an answer, in line with the guidance set out below, in the section ‘Classification of Enquiries and Response Times’.

 

B.By Correspondence:

1.If Dependant employees wish to write, or need to send any documentation e.g. medical certificates, the following address is to be used:-

                 BFG DEP Pay Team

                 Defence Business Services

                 PO Box38

                 Cheadle Hulme

                 SK8 7NU

2.All correspondence and documentation should be clearly included/marked with the Dependant employee’s personnel number and WPN.      

 

C.‘Contact Us Facility’:

1.Dependant Employees may wish to use the ‘Contact Us’ facility available through the Defence Intranet. This is an automated ‘email facility’ and can be used by accessing the Defence Intranet as follows:

Defence Intranet > Personnel Tab > Civilian > Contact Us tab on Defence Business Services – People Services (Page)

When inserting their personnel number (in the Staff/Service Number box), you must add the first two numbers of your Work Point Number, to the end of their personnel number e.g. 123456A51. The ‘Contact Us’ template is attached to this Annex, to this instruction. All personal details required for completion are self-explanatory. In the ‘Service’ drop down menu – ‘Pay’ needs to be selected.

 

D.Classification of Enquiries and Response Times

1.Urgent Enquiries

Where a pay enquiry is regarded as urgent ie a Dependant employee has not been paid at all, or a substantial amount of their pay is missing, then enquiries will be answered on the same day that it was received; provided the enquiry was made before 1500hrs (Central European Time).

2.General Enquiries

a.The category of General Enquiry will be used where clarification or guidance is required by the Dependant customer. This would include requests for help in understanding a process or procedure, customers wanting to check whether documentation has been received, and whether action is being taken. Such enquiries are relatively easy, and not too time consuming to answer.

b.All enquiries not classified as Urgent will initially be classed as a ‘General Enquiry’ – see definition at a. above. After initial investigation, if it is felt that the enquiry should be classed as a Service Request or Issue – see definition above, then the DBS Pay Clerk will contact the Dependant employee and advise (within two days of receipt) when a full response is likely to be provided - if this is not going to be within the two working day timeframe.

 

Examples of Dependant General Pay Enquiries

  • By what date do I have to submit my BFG24?
  • What is the maximum of my pay scale?
  • What is my ‘net’ pay this month?

 

3.Service Request

The category of Service Request is to be used when a Dependant employee requests that a transaction is carried out on their behalf.  This includes the provision of a service outside of the pay system e.g. the provision of information for the Dependant employee, or a third party such as Her Majesty’s Revenue and Customs (HMRC) or Department for Work and Pensions (DWP). Such enquiries may take somewhat longer to answer than a General Enquiry, as some degree of investigation is required e.g. access and interpret past pay records. If the Service Request cannot be answered within the ten working day timeframe, then the DBS pay clerk will advise the Dependant employee why this is the case, and when an actual response will be provided.

Examples of Dependant Service Requests                     

  • Dependant employee requests copies of pay statements
  • Dependant employee requests confirmation of national insurance contributions paid during a certain period of time
  • DWP ask for confirmation of statutory maternity payments made

 

4.Service Issue

The category of Service Issue option is to be used when it is judged that a customer has a failure with some aspect of service or process provided e.g. a BFG 24 containing overtime has not been received/actioned by DBS. Such enquiries may take somewhat longer to answer than a General Enquiry, as some degree of investigation is required eg further information has to be requested from the Dependant employee or LSU, in order to rectify the matter. If the Service Issue cannot be answered within the ten working day timeframe, then the DBS pay clerk will advise the Dependant employee why this is the case, and when an actual response will be provided.

Examples of Dependant Service Issues

  • A BFG 24 containing pay related information has gone missing
  • A Functional Allowance has not been backdated to the agreed date
  • The Dependant employee has not received an SMP 1 that was despatched

 

5.Raising a Complaint

If you wish to raise a complaint, select the option "Raise a Complaint" .

We will be happy to assist further, at the appropriate level.