Attendance Allowance have lost application……

My 80 year old Mother in law sent an application for attendance allowance for my father in law on 1st March by recorded delivery. My father in law received a text saying the application had been received and was being processed. They have heard nothing since.

So, she’s rang the helpline 3 times now and they can’t find a record of the form on their systems, even though she has confirmation it was signed for and the text. She asked to speak to a manager and was told this wasn’t possible as they were working from home! She has been told she has to start over again and complete an application form.

I have checked the complaints procedure and it says you have to ring to complain, but ringing makes her no further forward. She is understandably so frustrated, as looking after my Father in law takes enough of a toll on her this just seems to be organised in a way that doesn’t help the claimant when things go wrong.

Please, does anyone have any advice of how she can proceed from here? Or, is it a case of starting all over again?

Thank you for reading and for any help.


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