MP for Bournemouth East, Mr Tom Hayes, said his office intervened after a woman from Bournemouth retired in 1994 and had never received her state pension.
Sandra, daughter of Nan, discovered earlier this year that her mother who retired never received pension.
After querying this in March 2025, the DWP confirmed in May that Nan had unknowingly deferred her pension and was entitled to more than 30 years’ worth of back payments.
Sandra, who has Power of Attorney and is executor following the recent death of her father in January, was told that her mother would be sent a “choices letter” to confirm how the money should be paid.
Nan had opted to receive a lump sum. However, the letter never came.
Sandra contacted Hayes’s office and he got in touch with DWP to take the issue.
Within four days, the pensions minister confirmed that Nan was entitled to a substantial lump sum. The necessary paperwork was sent, and Nan received her full backdated pension, along with a formal apology from the DWP.
Sandra said: “The DWP didn’t respond until Tom represented my Mum and me directly in Parliament—this resulted in action, but this is not how it should be.
Tom Hayes MP said: “This case shouldn’t have needed to be raised in Parliament. But when the system breaks down, I will do whatever it takes to make it listen.
“I’m relieved for Nan and Sandra—but no one should have to fight this hard for what’s rightfully theirs.”