Today, I rang HMRC/Child Benefit Office on 0300 200 3100, as they had failed to phone me back as a “Priority” after I’d rang them on 8th Oct. I waited for over 10 minutes for them to answer the phone. “W” answered, she confirmed that a request for a “Priority” call back was made on the 8th Oct, but the request was only logged yesterday (13th Oct). I asked to speak to a manager, to complain. “W” put me through to “C” (a manager). “C” said I didn’t meet the criteria for a priority call back, and that nobody in the Child Benefit office was obliged to let me know that no-one would be ringing me back as a priority. “C” said the recent information I sent them was received on 29th Sept, (actually, Royal Mail’s Track & Trace shows it was signed for by them on 25th Sept). But knowing how slowly and inefficiently they work, I can understand that it takes them 4 days to log it on the system.
“C” said it can take up to another 12 weeks from the 29th Sept for them to process my claim. I reminded “C” that they received my completed claim form on the 13th August 2015, with my request for it to be backdated. “C” said that each time the Child Benefit Office receive new information, the 12 week timescale begins again!
[Total time on phone, 33 mins]