Updated 16 May 2012
When we contact you
In writing
We usually write to you in English. However, 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.
- They will be accurate and helpful.
By phone
If we need to telephone you we will:
- explain who we are, and why we are calling
- 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 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.
