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Hi, my name is concernedman! Huge waiting times on phone to speak with ESA

concernedman

Huge waiting times on phone to speak with ESA and no answers.

March call waiting times of 52 mins and 30 mins - no answers

April - longest was 65 mins waiting with no answer

May - various calls - no answers

June a few shorter calls - no answers

Today 25/06 1hr 42 mins on hold and no answer

Trying to inform them about a change of circumstances that they've made clear they need to know. Doing this on behalf of my son who can't cope with these things and I'm resonsible for looking after his finances.

Very frustrating as need to discuss with a person, not an AI nor by email.

Anyone got any solutions to this please and how can a complaint be made ?

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Comments

Albus_Alumni

Hey @concernedman and welcome to the community. 😊

That sounds like a lot of hold music that you've had to deal with, I'm sorry. Unfortunately wait times can be very silly trying to speak to the DWP. I always advise trying to call them as soon as the lines open, that usually leads to the lowest wait times.

If you wanted to complaint, here's a link that has the full complaint procedure.

concernedman

Thanks for a response Albus

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