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Year-long wait for payment

My relative received a PIP award letter twelve months ago (January 2020) and says she has not yet received any payments. Is this possible? Is this common? What can be done?
Replies
That isnt normal no she needs to contact them and ask what is happening payment usually starts within the month of bring notified of the decision
However, after 12 months the right to the payment is extinguished even if payment was supposed to be made. So, needs to move quickly now.