News
February 2007
Misdirected pension letters
An error in the processing of letters sent out to customers meant that 26,000 customers received letters intended for someone else. These individuals got their own letter plus a second letter in the same envelope which should have gone to another customer.
In response to this a DWP spokesman said:
“We would like to apologise to customers affected.
"The Department takes issues of customer security very seriously and a full investigation is being carried out.
“We would like to reassure customers that we will be able to trace all the letters involved – and pinpoint where each one went. We will be contacting all customers affected to explain what happened and apologise.
“We stopped sending out these letters as soon as we discovered the error and no more will be sent out until the problem has been rectified.”
The DWP will be sending an envelope to everyone who received another customer's details in error, so that they can return the letter intended for that person.