Retailers Frequently asked questions
Here are answers to some of the questions you may have about the Healthy Start scheme. If you cannot find the answer to your question on this site then please phone 0844 991 2222.
- Do I have to take part?
- Can I still accept milk tokens from the Welfare Food Scheme?
- Can I submit Healthy Start vouchers and Welfare Food Scheme milk tokens together?
- Do I have to stock all Healthy Start products?
- Will I need to give advice about infant formula milk?
- What should I do if I have more than one retail outlet?
- What happens if I close or sell my business?
- What if I use an agent or a wholesaler for my coupon clearing?
- If I am registered for the Welfare Food Scheme am I automatically registered for the Healthy Start scheme?
- Will a percentage be deducted from the value of the vouchers before you pay me for them, as happens with milk tokens?
- Will I get a handling allowance as I do for other coupons?
- I have received more than one application form from you. Do I need to complete them both?
- If I do use a handling agent for the vouchers will payments be made into their bank account or my own?
- How will I know if a payment has been made into my bank account?
- How many vouchers can I accept at one time from a customer?
- I have had a remittance advice from you, saying that you have credited my bank account, but not for a voucher that was defaced. What do you mean?
- How long does it take for you to process my claim?
- Is there a time limit for submitting vouchers for payment?
- I don't have a claim form. Can you send me some? And how long will it take to receive please?
- Can I give change to customers if they don't spend the entire voucher?
- Can a customer have a whole tin of baby formula using one voucher, even though it costs more than the voucher value? (As they did with the old milk tokens)
- I only get the odd voucher from my customers, should I continue with this scheme?
- I think the vouchers that a customer is bringing in may be forged or copied. What should I do?
- My staff have accidentally accepted Healthy Start vouchers and I'm not registered. Can I claim my money back?
- Can I have my vouchers paid by cheque?
Do I have to take part?
No. There is no obligation – the choice is yours. (But we will be encouraging all local suppliers and retailers of milk, fruit and veg and infant formula to take part to ensure Healthy Start customers have lots of options)
Can I still accept milk tokens from the Welfare Food Scheme?
No more milk tokens will be issued after November 2006. But if you are registered to accept them, and still have some in your business that you haven't claimed payment for, make sure you do so as quickly as possible after the end of November. All payments against outstanding tokens should be send to WFRU and must be claimed by the end of May 2007. Ring WFRU on 0844 991 4444 or Northern Ireland Reimbursement Unit on: 028 9052 2276 if you have any questions.
Can I submit Healthy Start vouchers and Welfare Food Scheme milk tokens together?
No. The two schemes are managed separately. Once your Healthy Start application has been approved, we will tell you how to claim payment for Healthy Start vouchers you accept. If you still have any milk tokens you haven't claimed for, you should send them to WFRU in the usual way.
Do I have to stock all Healthy Start products?
No. As long as you stock at least one of the foods covered under the Healthy Start scheme you can accept vouchers for it. The decision to extend your product range is entirely up to you, though if you do decide to offer more of the Healthy Start foods this may attract new custom from participating pregnant women and families.
Will I need to give advice about infant formula milk?
You can give advice if you are a pharmacist. Otherwise, you should advise the customer to speak to a pharmacist or health professional if they ask anything more than what brands they can buy with their vouchers. It is illegal to promote infant formula to the public.
What should I do if I have more than one retail outlet?
You can either register each outlet as a separate entity (each with a separate account number) or register one address and redeem all vouchers through a single account. If you require additional application forms, please call 0844 991 2222.
What happens if I close or sell my business?
You must inform HSRU immediately and return all Healthy Start documentation when you send your final claim form. Do not give your account number to the new owner as they will have to register for the scheme themselves.
What if I use an agent or a wholesaler for my coupon clearing?
Complete sections 1, 2 and 12 to 18 of the application form, then sign and pass it to your coupon clearing agent. They then need to complete sections 3 to 11.
If I am registered for the Welfare Food Scheme am I automatically registered for the Healthy Start scheme?
No, they are two completely separate schemes and you must register for both independently.
Will a percentage be deducted from the value of the vouchers before you pay me for them, as happens with milk tokens?
No. You will receive the full face value of the voucher, which is currently £3.00.
Will I get a handling allowance as I do for other coupons?
A handling allowance will not be paid for the vouchers.
I have received more than one application form from you. Do I need to complete them both?
Complete one with the correct information, seal and return. Write duplicate in large letters across the other and also seal and return so that we can update our records
If I do use a handling agent for the vouchers will payments be made into their bank account or my own?
You can choose to receive payments into whichever account you want. Make sure that you put the correct account details on the form. If it is your own bank account put your name, address and bank details on the form. If payment is to be made to the handling agent put their name, address and bank account details.
How will I know if a payment has been made into my bank account?
You will receive a remittance advice that will provide you with the details of the number and value of the vouchers scanned for payment. Alternatively you can check the progress of your claims on the secure part of this web site
How many vouchers can I accept at one time from a customer?
Provided the vouchers are genuine and they are within the use by date you can accept however many the customer wants to use. Customers who are pregnant and also have children will have more vouchers to spend, and they may want to use them in one shopping trip for convenience.
I have had a remittance advice from you, saying that you have credited my bank account, but not for a voucher that was defaced. What do you mean?
It is a condition of the scheme that torn or defaced vouchers are not valid if the barcode cannot be read and the voucher identified as a valid voucher. You should not accept such vouchers from customers, and take care not to damage or deface them while you have them.
How long does it take for you to process my claim?
If you have provided correct and current bank account details you should receive payment within 14 days of posting your claim. If you do not please contact us for advice.
Is there a time limit for submitting vouchers for payment?
Yes. You must claim within 6 months of a voucher's use by date. We cannot pay for any vouchers that are submitted after this date. We suggest you check vouchers you accept to make sure they are within their use-by date, and claim payments regularly.
I don't have a claim form. Can you send me some? And how long will it take to receive please?
Yes we can send you additional forms. We will put them in 2nd class post within 24 hours of you requesting more.
Can I give change to customers if they don't spend the entire voucher?
No. The voucher must be used for Healthy Start foods to the value of the voucher, or put towards payment of Healthy Start foods of a higher value. You must give the full value of vouchers you take in payment for Healthy Start foods. If you have a close relationship with a customer, you could agree to 'hold over' the unspent portion of a voucher until a later shop. If you do this you must ensure that this held over amount is used for Healthy Start foods only. For example, if you sell fresh and vegetables, why not suggest that the customer takes an apple or two to make up the full value of a voucher. Some shops with regular Healthy Start customers find it convenient to make up boxes of mixed fruit and veg worth exactly £3.00
Can a customer have a whole tin of baby formula using one voucher, even though it costs more than the voucher value? (As they did with the old milk tokens)
If the formula is more than the voucher value the customer must pay the difference otherwise you will be taking a loss. There is no way for you to get payment back for the difference.
I only get the odd voucher from my customers, should I continue with this scheme?
It doesn't cost you anything to keep up your registration, and we are happy to pay for small numbers of vouchers at a time ? but remember to submit them within 6 months of their use-by date. New customers are coming onto the scheme all the time and may want to spend their vouchers with you.
I think the vouchers that a customer is bringing in may be forged or copied. What should I do?
HSRU will not pay retailers in respect of any Healthy Start vouchers that are suspected or proven to have been forged, stolen, invalid, illegally traded or are more than 6 months past their use by date. If you suspect a voucher to be fraudulent or wish to report any suspected fraudulent activity against the Healthy Start Scheme, you can telephone the NHS CFSMS fraud reporting hotline for England and Wales on: 0800 028 40 60 for Northern Ireland on: 0800 096 33 96 or if in Scotland please ring your local police force.
My staff have accidentally accepted Healthy Start vouchers and I'm not registered. Can I claim my money back?
If you are not registered you are not allowed to accept vouchers or claim payment for them. This is stated on the back of the vouchers themselves. To register please complete an application form online or ring us for advice and we can send you a form in the post.
Can I have my vouchers paid by cheque?
No. All payments are made directly into your bank account by BACS transfer, which is in the Terms and Conditions of the scheme. This is a quicker, safer and more secure method of payment.