I'm not really surprised by this but you lot are the only ones that will get it. I care for an elderly relative (EPICF = elderly person I care for).
In January 2025 I wrote to DWP asking them to register me as their POA. I provided the original POA document, an official letter from OPG confirming that I've registered my own change of address. The letter was sent from my address (England) and signed by me (clearly female name).
Things putzed along. I phoned them a few times to sort stuff out and it wasn't an issue. In hindsight this was because I was giving them information only and not actively changing things.
Then in January 2026 EPICF's account was transitioned by DWP to Social Security (Scotland). The letter about this went to my brother (male name, domiciled in Scotland). I called up to ask them to send correspondence as me. A circuitous conversation then ensued during which they wouldn't give me full details but did confirm I wasn't registered as PoA and that the correspondence had been going to the registered PoA.
I then had to re-register the POA with them. Including sending the precious original document in the post again as DWP hadn't provided them with a scanned copy. I also had to do an online ID check - it took a while.
Meanwhile I phoned to complain to DWP that they had registered the wrong person in Jan 2025. I was told it was their policy to register the first named person on the PoA. I explained that legally that made no sense (our PoA is joint and several ie we can act together or separately) and that even if that was policy surely they should have told me that is what they had done.
I followed this call up with a letter (Jan 2026)
In March 2026 I wrote again - reminding them I had complained, that their own policy says complaints should be responded within 15 working days and could they please expedite a response.
No reply
In late April 2026 I wrote again (recorded delivery this time) requesting a reply as I could not pass the matter to the ombudsman until I had exhausted their in house complaints process.
No reply
In early July I phoned again asking why I hadn't recieved a reply. Person i spoke to confirmed they had all my correspondence, but could offer no explanation about the failure to reply. She reiterated the "we register the first named person on the document" line and also appeared to understand why registering the wrong person was a problem.
So I wrote AGAIN and messaged my MP asking for help.
I have no idea what has made a difference but I've now had a reply.
They are sorry they registered the wrong person. Training will be offered etc.
The explanation given for the failure to respond is that they didn't acknowledge that I was the POA so therefore they couldn't enter into conversation with me.
They have given £50 of compensation for my time - so the time taken to make two phone calls to them (minimum 45 min hold time) and draft/ compose four letters (45 mins each). And then one phone call to Social Security Scotland (hold time again) and one zoom ID check call are apparently only worth £50. What a fucking insult.
Minimum wage is £12.71.