Department for Work and Pensions
The Department for Work and Pensions (DWP) provides assistance with welfare, pensions, child maintenance, and other services. Common reasons for calling include inquiries about benefit claims, reporting changes in circumstances, and lodging complaints or appeals. Callers should be prepared for automated menus and potential identity verification. Wait times can be long, especially during peak hours or after policy changes. It's advisable to call during off-peak times for a quicker response. The DWP also offers online services that may be more convenient for some tasks.
Updated 15 Dec 2025
Expected outcomes
- Check benefit eligibility
- Submit benefit claims
- Report changes in circumstances
- Lodge complaints
- Appeal DWP decisions
- Request claim updates
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- National Insurance number
- Personal identification
- Details of enquiry
- Details of change
- Supporting documentation
- Complaint reference number
Known issues
Callers often face long wait times, particularly during peak hours or after significant policy changes. To mitigate this, it's recommended to call during off-peak hours or utilize online services when possible. Additionally, some users experience multiple call transfers before reaching the correct department. To avoid this, clearly state the purpose of your call and have all relevant information ready. These steps can help streamline the process and reduce frustration.
