Pension credit – how we supported a customer to get their payments back on track


Did you know our financial wellbeing team are on hand to support with all sorts of finance and benefit queries? We can help you understand what benefits you may be entitled to and help you make sure you are in receipt of what you are entitled to.

One of our customers, Ms C, got in touch for support as she thought her Pension Credit payments had stopped and wasn’t sure why.

Our team supported Ms C by visiting her home and supporting with calls to Pension Services. We managed to establish that her Pension Credit payments stopped in January 2021 due to a change of address and misunderstanding with correspondence.

We supported Ms C in updating her details and claim, and she received a backdated payment of nearly £7,000 the next day! Ms C was extremely grateful for our support and has treated herself to a brand new ‘posh’ pair of glasses which she couldn’t afford before but has been able to treat herself.

If you’d like some advice or support then you can fill in the Contact Us form and one of the team will be in touch.

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