When we contact you
In writing
We can write to you in English or, if you ask, in many other languages. If you live in Wales, you can choose to deal with us in English or Welsh.
Our letters will:
- be typed and in clear, plain language
- be accurate and helpful
- tell you clearly if there is anything you need to do
- give you suitable contact details so that you can get in touch with us.
If you have a sight problem, please let us know so that we can arrange for a suitable way to communicate with you. We can provide written information in other formats, such as large print or Braille.
By phone
If we need to telephone you we will:
- explain who we are, where we are calling from and why
- check your details so that we know we are talking to the right person
- call you back at an agreed time, if you ask us to.
If you have a speech or hearing problem our offices have textphone facilities.
If we need to visit you
We will not normally need to visit you because we can usually deal with your case in writing or by phone. If it is necessary to see you, we will arrange for a DWP representative to call. We will give you a date and time for the visit and will let you know what information we will need, or documents we may need to see.
Before the visit, please tell us if you have any specific needs, for example, a British Sign Language or other language interpreter, or if you prefer a visiting officer of the same gender as you.
The visiting officer will show you their identification card and give you their name. If they are going to be delayed they will try and let you know.