Top tips for dealing with benefit and tax credit offices

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Updated 10 September 2008

Top tips for dealing with benefit and tax credit offices

Always have your National Insurance number handy when you speak to them - they will need this to access your records. It should be on any letters you have from them but if you don't have it they can look it up if you give them some details.
When you need to speak to someone, make a note of the questions you want to ask so you don't forget them.
If you have to go to an interview it may help to have a friend or adviser there for support.
Keep any letters that are sent to you and copies of any you send to them - this will help if something gets lost or you need to show an adviser what's been happening. Also make a note of what you've been told during telephone calls or in the office.
If you have to go to the office, go as early as possible - waiting times can get longer as the day goes on. Don't forget
to take identification with you, especially if you are asking for a payment.
If you can't get to the office, for example because you're ill, ask for someone to visit you at home.
If you are unhappy with the way you have been treated or because something has not happened the way it should, for example your benefits arriving late, make a complaint to the supervisor and/or the customer service manager and ask them to tell you what will happen.
If you don't agree with a decision, the decision letter will tell you if you can ask them to look at it again or if you can make an appeal against it. It may be that you just need to give them some more information. It is always worth getting an independent benefits adviser to help you with this.

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