Voluntary NI Contributions – What to Expect After Requesting a Callback

AKUK1

This is just a quick update for anyone who registered for a callback from HMRC regarding voluntary National Insurance contributions after the deadline.

I spoke to Inland Revenue, and they confirmed the process:

• They will attempt to call you three times. So don’t panic if you miss the first call.

• Once they reach you, you’ll have 31 days to pay.

I thought it was worth sharing to ease any anxiety about how the callback system works. There is no need to worry if you can’t take the call immediately—they will try again.

ARK5

Thank you for this. I have been feeling very anxious as I had registered for a call back and had a text last night to say to expect it today, so I have not been out and have been carrying my phone (and notes and tablet) around the house all day so as not to miss them! It rang at 2.15pm for about 3 seconds and stopped before I could answer. Definitely them as I dialled the number to see. My phone call log says 2 missed calls from them at exactly the same time (same minute), which is weird as it only rang once. Don’t know what happened there but I was worried they would say they tried twice and bad luck, no more chances. This makes me feel better. I hope they do keep trying and text again to warn me of the next attempt.

pepsi_max2k

Is anyone else still waiting for their callback? Requested mine nearly 8 weeks ago which is around the limit they said, still no call or texts. 

ARK5

pepsi_max2k said:

Is anyone else still waiting for their callback? Requested mine nearly 8 weeks ago which is around the limit they said, still no call or texts. 

I haven’t been waiting quite as long but a number of people have commented that they’ve been waiting ages elsewhere on the forum and are probably in the same position as you - see link to comments below. I wouldn’t be at all surprised if the DWP extend their deadlines because they have clearly been overwhelmed by the volume of enquiries.

https://forums.moneysavingexpert.com/categories/state-pension-topping-up

medgoode

I missed a call from them yesterday and they just called back now, but I had to excuse myself from a meeting so was delayed in answering and then by the time I accepted the call they had hung up. So it sounds like I only have one last attempt before it's game over for me.

If the third attempt is not successful I will considering a formal complaint. Has anyone had experience complaining to DWP?

Edit: I wrote this while still angry that they hung up as soon as I had answered, so in hindsight a complaint would not be appropriate.

Dazed_and_C0nfused

medgoode said:

I missed a call from them yesterday and they just called back now, but I had to excuse myself from a meeting so was delayed in answering and then by the time I accepted the call they had hung up. So it sounds like I only have one last attempt before it's game over for me.

If the third attempt is not successful I will considering a formal complaint. Has anyone had experience complaining to HMRC?

Why would you complain to HMrC about calls from DWP 🤔

What happened in the rest of the 10 years you had to sort this out?

molerat

Dazed_and_C0nfused said:

...............

I got put on the naughty step for mentioning that

medgoode

Dazed_and_C0nfused said:

medgoode said:

I missed a call from them yesterday and they just called back now, but I had to excuse myself from a meeting so was delayed in answering and then by the time I accepted the call they had hung up. So it sounds like I only have one last attempt before it's game over for me.

If the third attempt is not successful I will considering a formal complaint. Has anyone had experience complaining to HMRC?

Why would you complain to HMrC about calls from DWP 🤔

Oops, of course I mean DWP.

Dazed_and_C0nfused said:

medgoode said:

I missed a call from them yesterday and they just called back now, but I had to excuse myself from a meeting so was delayed in answering and then by the time I accepted the call they had hung up. So it sounds like I only have one last attempt before it's game over for me.

If the third attempt is not successful I will considering a formal complaint. Has anyone had experience complaining to HMRC?

What happened in the rest of the 10 years you had to sort this out?

Life and having kids.

medgoode

Thanks for all the helpful advice!

dreaming

I received my callback this morning (requested around 25th March) and the woman was very clear and explained that it was just to gain the information needed (NI number and date of birth) in order to save time and direct the query to the correct department. Thabks to the very helpful people on this site I have a good idea of what years I can top-up and what the uplift will be, although I guess there may be some difference as obviously I didn't put all my details here. 

medgoode

Just an update on my side. I didn't get a third call, but received an SMS saying:

DWP have tried to call you twice about paying voluntary National Insurance contributions but could not reach you. If you still want to pay them, you need to ring 0800 731 0175 by 13/06/2025. You will not be contacted again.

It's therefore reassuring to know that if you are unable to answer their calls (or they hang up as soon as you answer it!) then there is still one calendar month call them and do this yourself. My worry was that if they couldn't contact you then it was game over.