One of the things we sometimes need support with is knowing what we are entitled to, then knowing how to apply and then actually dealing with that agency / company. For example, the DWP (Department of Work and Pensions) in regards to benefits but sometimes utility companies, debt collection agencies, the local authority, housing services, insurance companies etc.

I am sure that everyone has experience of applying for something in good faith, you hope that the whole process is fairly simple and is going to run smoothly, sometimes it does, more often it doesn’t.

This post is to provide some ideas and links to places that might help when you find yourself in a position where you need to know what you are entitled to or to complain. In this day and age you HAVE to complain / appeal if you have not been treated correctly and fairly (organisations rarely are forthcoming in admitting their error or advising you if you are entitled to more than they are currently offering).

To give you an example, I recently wrote a complaint letter to my (old) car insurance company as they deducted an annual fee directly from my account the day before it was due, even though I cancelled the policy, forcing me to accrue bank fees. I spoke to several different people in the call centre over several days, requesting that they refund the money straight back into my account, not send a cheque, as ‘nipping to the bank’ is not convenient, requires Covid secure precautions and could be avoided… making these several phone calls also cost several pounds and several days later I received the cheque anyway.

I am sure you all have familiar stories of these sort of frustrations?

The DWP (Department of Work and Pensions) and local authorities are on another level. A huge amount of people find dealing with the DWP so unbelievably stressful, many actually reach a point where they are unable to make the phone call to advise of a change, or correct an error and are the people that often need support the most.

Not only is actually getting through to speak to someone time consuming, expensive and infuriating it is also often one of several calls, letters, possibly appointments to get to any sort of outcome (resolved on not).

My fear, which I know is reality, is that the people that cannot face doing this, or even open their letters, fall into a hole that keeps growing larger and becomes harder to get out of, and the DWP will stop money and sanction people, even if there are multiple documents ‘on file’ that state / evidence someone’s difficulties.

People are awarded certain benefits such as PIP (Personal Independence Payment) on the grounds of needing support in order to deal with paperwork, opening letters, managing their money, their mental health, reading, to name a few, yet unless they are actually receiving this support, and someone is advocating on their behalf then there will be no leeway.

There are support services that people can access, where an allocated support worker can/would help with benefits, yet a huge proportion of people would not be eligible for this support but still need some pointers of where to start when knowing your rights, what you are entitled to, how to go about claiming and appealing.

In some cites there are advice centres, where an advisor or advocate may be able to help you with a specific issue. They may not be able to assist straight away and hold a waiting list but definitely check and see if there is one near you.

However here are some other ideas of where to look to make a start…

Turn 2 Us website has a benefit calculator, you can input details of your current situation – income, outgoings, childcare costs etc, but then also use it if you are thinking of changing a job, input what you are hoping to earn (or what you may lose) and use it as a guide for what you might be entitled to – or how your current claim would be affected.

https://www.turn2us.org.uk/

The CAB – Citizens Advice Bureau, https://www.citizensadvice.org.uk/ has a wealth of information on their website, guides of processes and explanations of benefits, how to claim, what to expect at appointments etc, they also have several sample letters  and templates that you can use and edit.

https://www.citizensadvice.org.uk/resources-and-tools/list_of_sample_letters/

CAB also offer a service where you can chat to an advisor and attend drop in sessions (pre Covid) .  The CAB will also be able to point you in the right direction of accessing specialist local services that may be more appropriate to your case, check if/when your local branch will be opening up again.

https://www.benefitsandwork.co.uk/ Benefits and Work website – this is a fantastic site which offers independent and accurate information on how to claim and keep your benefits, feedback on the site says “the guides have been invaluable, there is nothing else like them on the net”.

https://www.moneysavingexpert.com/ ‘Cutting your costs, fighting your corner’ Martin Lewis’ website strives to provide information on all the best ways to save money, changes to policies / legislation, how to apply for refunds on what is rightfully yours etc, there is so much useful information within this site.

If you read this and still need some advice about where to turn for a specific issue then please contact onehelpfulvoice and I will see if I can point you in the right direction? Either email ask@onehelpfulvoice.com comment below or private message.

Please ‘like and share’ / retweet this post and ask others to as well, even if you do not need any help someone you know might! I look forward to hearing from you…