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Pensions & benefits advice

Advice for phoning the dwp.

(15 Posts)
MissAdventure Fri 29-Oct-21 14:20:20

Make sure you phone is well charged.
59 minutes waiting for an answer!!
I've had to put the phone back on charge ready for the next leg of my enquiry.

HowVeryDareYou Fri 29-Oct-21 17:24:22

I needed to contact them the other week. 90 minutes on hol! Mine is a landline, luckily it was a free number. I ended up emailing them instead.

MissAdventure Fri 29-Oct-21 17:31:51

Did they reply quickly?
I thought about doing that, but lost the will to live somewhere along the way.

Maggiemaybe Fri 29-Oct-21 18:08:04

If it’s the Pensions section, I found last year that they didn’t answer any emails or messages I sent via the contact form on their website. I’d guess that was because of Covid and the staff all working from home.

I must say I did find the people I spoke to unfailingly helpful and friendly though once I did get through by phone, but it sometimes meant a long wait. I once nodded off and hadn’t a clue where I was when somebody suddenly answered. blush

HowVeryDareYou Fri 29-Oct-21 19:47:14

MissAdventure No, they didn't reply to my 1st email! I sent another, and that time, a man rang me and was incredibly helpful.

Esspee Sat 30-Oct-21 06:57:04

This thread reminded me of the cartoon I previously used a month or two ago.
My advice when calling numbers you know to be hopeless at answering is to double check their opening hours and call at the end or beginning of their day. Some departments are open outwith the usual 9-5 slot.

kissngate Sat 30-Oct-21 08:56:07

If it's the pension number my friend had the same issue. However once she rang around 8am got through no problem despite google saying hours were 9-5.

JessK Sat 30-Oct-21 09:22:42

Are you anywhere near a Citizens Advice office? If so ask them to take up your query as they have different numbers to contact DWP that are more likely to be answered.

Luckygirl Sat 30-Oct-21 10:08:53

It is a trail - but, as someone else has said, they are great once you get through!

Luckygirl Sat 30-Oct-21 10:09:06

....or even a trial .......

Aveline Sat 30-Oct-21 10:47:42

Is there a complaints procedure? Complaints are often dealt with quite quickly.

DiamondLily Mon 08-Nov-21 08:43:21

If it’s any help, I followed the advice from a benefits forum, on the best way to phone them. I started dialling them 10 minutes before their phone lines opened. I kept redialling when it told me they were shut, but at 8am, I got straight through to a human, and very helpful she was.

It was 10 minutes of faff, but quicker than hanging on for ages later in the day.

alyarzop Tue 30-Nov-21 17:54:02

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MissAdventure Tue 30-Nov-21 17:56:53

It was the "unfailingly helpful" that got me suspicious.

JaneJudge Tue 30-Nov-21 18:02:01

After they answer,I find repeating the same thing over and over until they stop parroting helps grin