Any centralised DWP team involved in benefit delivery, which does not have direct access, is accessed via the local DWP Benefit Delivery Centre (there is one in Carlisle). They act as the intermediary for any queries etc. They should take your query, pass it on to the relevant section, who will then forward the answer to the BDC, for onward transmission to you...Yes I know it's a pathetic system, especially when the telephone agent at the BDC doesn't know the system!!!
A complaint to the Customer Services at the BDC is in order.
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