Thread Title: DWP Carer’s Allowance Backdating Error – Ongoing for 17 Months

Max1111

Hi everyone,

I'm posting on behalf of my sister who has been going through an incredibly frustrating and stressful situation with her Carer’s Allowance claim, and we’re hoping someone here might be able to offer advice or share their experience.

Here’s a summary of what’s happened:

• Around 17 months ago, my sister submitted a Carer’s Allowance claim, requesting it to be backdated.

• Unfortunately, there was an error in the dates on her original application. She was advised by the DWP to submit a new application, which she did about a week later.

• The DWP processed her claim, but only from the incorrect date in the first application. It seems the second (corrected) application was completely ignored.

• For the next 15 months, she kept calling and writing to the DWP, trying to get it sorted. They repeatedly told her that her case was “being dealt with” but gave no timeframes, claiming there’s no set limit for backdated decisions.

• Eventually, she contacted her local MP, who gave the DWP a deadline. On the very last day of the MP’s deadline, the DWP responded to the MP and attached a letter they said was being sent to my sister.

• That letter arrived a week later, and it was full of typos, poorly worded, and extremely hard to understand.

• Even more confusing, the letter stated an amount they would be paying her, but the DWP told the MP that the letter was incorrect and that they had actually meant the opposite of what it said!

• When my sister called to ask for clarification, the DWP agent (who was polite and genuinely tried to help) said he had no idea what the letter meant. He even checked with a colleague, but neither could make sense of it.

• The only note on the system said something about the system not accepting the decision, and that the case would be handled manually. She was told to expect contact from the caseworker within two weeks.

• Those two weeks passed with no contact, so she called again. Another agent said they still couldn’t see any update and would “raise the issue.” That was a week ago, and again, nothing has happened.

• Oh, and she has not received a Mandatory Reconsideration Notice. 

This has gone on for far too long. It’s mentally and emotionally exhausting, and my sister already has a lot on her plate with her caring responsibilities. We’re not sure what to do next.

If anyone has any experience with similar issues, advice on what steps to take, or even just knows how to properly escalate something like this, we would be so grateful.

Thanks in advance to anyone who takes the time to read and respond.

Newcad

I'd say it's time to get back to the MP again.

They have got involved once and so will want to follow up if the DWP have not done what they promised to do.

Max1111

My sister did ask the MP and the assistant replied saying we should call them and alternatively take the complaint to ICE. But I am assuming my sister would need a Mandatory Reconsideration Notice before she does that - is that correct?

Thank you for replying Newcad.