"I’ve no idea what I’ll do if they say no"

I have worked for DWP for nearly 39 years and was a PCS rep for many of those years. I'll be 60 in May but decided on partial retirement a bit early due to my health.

I applied for my pension well in advance and received my offer in October. I started my partial retirement, doing two days a week, from 24 November 2025. A few days before that I had an email saying my lump sum form was incorrect. I sent the corrected form back by recorded delivery straight away and that was the last I heard from them.

I am expecting both a lump sum and my monthly pension. When I received nothing I made a complaint via the portal around 10 December as I should have had my lump sum by then.

I received no response to my complaint.  I went to my MP and the Cabinet Office and Capita lied to them both, saying I hadn't sent the new lump sum form back. They’ve now had it four times – once by post and three times by email to the complaints department and even via the Cabinet Office.

I have no idea when it will be sorted, I just want to know that they have found my form and where I am in the queue.  Of course ill heath retirees and bereavement cases must be dealt with first.

Struggling

I'd saved a bit, as I’d been warned there could be a short delay. However working only two days a week, I am £500 a month short of my direct debits. By the end of February I won’t be able to manage.

I was really struggling with the anxiety over the situation and I wanted to help myself, so I asked for temporary extra hours. DWP initially said yes, then Friday just gone my manager came to my house to tell me in person that senior management had overruled them and I could have no extra hours. I was distraught. I'd already seen my GP and I'm now signed off from work with anxiety with depression.

Hardship loan process

When I read today that it could be June before I got any money, I knew I had to apply. My manager sent me the phone number and the person who took the call said it was HR that would make the decision.

The person was so nice but they asked me to say in my own words why I’m in hardship.  I explained my financial situation and that I had tried to work extra hours to help myself. They have not, yet, asked for evidence. But I work on Universal Credit and claiming that is less intrusive! It's shocking that we are being put through this. It should just be paid if applied for. I cried through most of the call. Poor person on the other end! They told me the maximum was £5000 and asked if I want to apply for that or less.

Now I have to wait five working days for a decision. I’ve no idea what I’ll do if they say no. PCS have advised me that my application should be accepted because I meet the criteria for the Cabinet Office scheme which ministers have signed off.

They didn’t say how long payment would take if approved but took my bank details.

I was not told if there is an appeals process.