Step 6 - be organised

Recording things properly can be vital to the success of your case, particularly if you need to get advice, or go to court further down the line. So keep a record of everything you do to solve the problem.

• Keep all the letters you receive about the problem, and copies of any letters you send.

• If you provide documents or evidence, get a receipt and keep it safe.

• Write down who you spoke to, what they said, what you or they were going to do next, and when by.

  HOT TIP!

  Put a reminder in your mobile phone.

• If you haven’t heard from them by the date you agreed, chase them up.

"My daughter was sick and in and out of hospital for a while and it played havoc with her benefit claims. Because she wasn't well, I had to try and sort them out for her. But I learnt something really useful. Now when I speak to someone at the benefits office, at the end of the conversation I always repeat anything they have agreed to do and ask how long they think it will take. If they say a week, I write it down and phone back a week later. I ask to speak to the same person and ask what the progress is. It stops me from being passed from person to person and nobody really dealing with my problem. If they don't want me to call back again, they'll solve it for me." David, Ferryside

March 2010