A state pensioner has expressed fury after being forced to wait a staggering six months for a response from the Department for Work and Pensions (DWP) regarding a potential underpayment of their state pension.
A Half-Year Ordeal with No Answers
The saga began in July, when the concerned retiree contacted the DWP by telephone to query why their state pension payment seemed incorrect. During that initial call, it was quickly established that they had more than the required 41 years of National Insurance contributions and were not receiving any other benefits that would affect the sum.
The pensioner stated they had no personal information to suggest they had ever 'contracted out' of the additional state pension, but were open to reviewing any evidence. The DWP adviser said the enquiry would be passed on and a reply should be expected within 28 working days.
No response was received. Identical calls made in August and September were also met with silence. By October, having still heard nothing, the pensioner escalated the matter to a formal complaint, requesting an investigation by a senior manager who, under DWP procedure, should have responded personally within 15 working days. Again, there was no reply.
Frustration Mounts as Delays Continue
In November, the individual called once more and spoke to an adviser named 'James', who was reportedly 'genuinely annoyed' at the service they had received. Despite this, a further 28-day period passed without any communication from the department.
'Another 28 days has passed without response and we are now half a year on from my original enquiry,' the pensioner lamented, highlighting the total lack of progress over six months.
Expert Intervention Finally Brings a Response
Following the publication of an open letter detailing the case, PensionsBee director Becky O'Connor stepped in to contact the DWP on the retiree's behalf. This intervention finally prompted action from the department just before Christmas.
Ms O'Connor relayed the DWP's response, stating: 'The DWP said that you are receiving the correct payment and that it sent you a letter to confirm this just before Christmas, following up with a phone call after I got in touch.'
While providing the long-awaited answer, the DWP also apologised for the severe delay in communication. Ms O'Connor noted that, given the issue was ultimately straightforward to resolve, the six-month wait was 'disproportionately long'.
The case raises serious questions about the DWP's customer service and complaint-handling procedures, particularly for vulnerable pensioners relying on accurate state pension payments.
