Most contact with the CMS happens by phone. When something goes wrong, it is often because of what was or was not said on a call. Here is a simple system that protects you.
Before the call
Write down your reference number, the reason for the call and the outcome you want. If you are asking for something formal, such as a mandatory reconsideration, write the exact words you will use.
During the call
- Ask for the adviser’s name at the start.
- Note the time.
- Ask the adviser to add your key points to the file.
- If they promise something, ask when it will happen.
After the call
Fill in your call log straight away. Then confirm anything important in writing through your online account or by letter: “Further to our call today at 2.40pm, I confirm I have asked for…”.
When you need proof
Calls are recorded. If there is a dispute about what was said, ask DWP for the recording through a subject access request. When it arrives, note the time stamps of the key moments. In an appeal or complaint, quote short extracts with times and offer the full recording.
Recording calls yourself
The law on recording your own calls is not straightforward, and using a covert recording can cause problems. It is usually better to rely on DWP’s own recordings, which you are entitled to ask for.
