Please be reassured that all Armed Forces Pensions, War Pensions and Armed Forces Compensation Scheme regular payments will continue to be made as usual into your nominated account. We are also maintaining urgent welfare support for veterans.
Changes to our services are as follows:
Veterans UK Helpline
Unfortunately, we are currently unable to offer a telephone service from the Veterans UK helpline and we apologise for the inconvenience this may cause. Urgent enquiries, including requests for welfare support and for anyone experiencing payment problems, can be sent via email to Veterans-UK@mod.gov.uk . A reply or call back will be provided as quickly as we can but please be aware our reply times may be longer. Urgent emotional support is still available from the Samaritans by calling our helpline 0808 1914 2 18 and pressing option 1.
Veterans Welfare Service Support, Defence Transition Services and Integrated
Personal Commissioning For Veterans
To protect our staff and veterans, we have decided to suspend, except in the most
exceptional circumstances, all face to face meetings with clients. However, advice,
information and support is still available via email and telephone call back. Please email
Veterans-UK@mod.gov.uk with your name, national insurance or reference number and
contact details and we will be in touch as quickly as we can. See also “Guidance for Service
Personnel with imminent discharge dates” below.
War Pension Scheme and Armed Forces Compensation Scheme (AFCS)
Please be reassured that all War Pension, War Widows Pension and Armed Forces
Compensation Scheme payments will continue to be made as usual into your nominated
Unfortunately, due to our staff not being able to attend the office, we are currently unable to
process casework, including requests for new claims, reviews, reassessments and appeals
until our staff are able to return. However, we have people working remotely who will
ensure that no-one will fall out of payment during this time. If you experience a problem with
your payments or have an urgent question, please email Veterans-UK@mod.gov.uk and
we will reply as quickly as possible or call you back. We are sorry but we are unable to
provide an estimate of how long claims will take to process once normal service resumes.
Medical Examinations – War Pensions and AFCS
With effect from 17 March, all planned medical examinations in relation to compensation
scheme claims will be cancelled for a period of up to 3 months. All veterans with dates for
medical examinations during this period will be contacted direct by the DWP’s Centre for
Health and Disability Assessments (CHDA) to confirm cancellation. There is no need to
contact the Veterans UK helpline.
Appeal Tribunal Hearings
With effect from 20 March, all appeal hearings against War Pensions and Armed Forces
Compensation Scheme decisions are being cancelled until further notice. Tribunals usually
involve the attendance of veterans and it would be wrong for these to proceed in the current
circumstances. The HM Courts and Tribunals Service are contacting all those with appeals
affected to confirm this. Hearings will resume as soon as possible. Please read the Courts and Tribunals Judiciary response to COVID-19.
Armed Forces Pensions
Please be reassured that all Armed Forces Pensions payments will continue to be made as
usual into your nominated account.
Pension enquiries can still be answered by calling the JPA Enquiry Centre on 0800 085
3600 during the hours of 10am to 4pm.
We are also prioritising work to commence new pension payments due to those leaving the
Armed Forces, Death In Service entitlements and Widows and Dependents pensions.
Processing of Early Payment of Preserved Pension applications is being maintained
although our timescales may be longer. Applications from individuals who are terminally ill
are being prioritised.
Pensions on Divorce administration work is currently suspended - we will recommence this
work as soon as the Government’s control measures are relaxed.
Pension transfer work is currently suspended - we will recommence this work as soon as the
Government’s control measures are relaxed.
Pension forecast request work and Internal Dispute Resolution Procedures casework has
been suspended, although ill health forecasts are continuing to be issued. If you’re currently serving in the armed forces you may wish to use the on line pension calculator to forecast your pension.
We are continuing to review our processes and priorities and updates will be posted at
www.gov.uk/veterans-uk as they become available.
Guidance For Service Personnel With Imminent Discharge Dates:
We appreciate that the Covid-19 measures put in place by the government are of a particular
concern for those with imminent discharge dates and those in their resettlement and
transition phase. The Ministry of Defence and the single services are working hard on
temporary emergency policies to address the myriad of issues which the current situation
has imposed on us all at this unprecedented time. Once these are published you will be
informed through a variety of means (initially your chain of command).
The Defence Infrastructure Organisation (DIO), who manage the defence estate, are
working on temporary policies concerning move out of Service Family Accommodation
The MOD and the Career Transition Partnership have published advice on resettlement
activities. Please read the Career Transition Partnership (CTP) response to COVID-19(PDF,86.6KB, 2 pages) for MOD guidance and link to an FAQ on resettlement.
Service personnel should get in touch initially with their chain of command through their unit,
as that is how the information will be disseminated initially and it will require chain of
command involvement for any measures which may affect retention or discharge.
Ongoing support remains in place through the Career Transition Partnership for employment
support /resettlement related activities. Please read the Career Transition Partnership FAQsand for those who are receiving wider transition support through Defence Transition Services(DTS).
Please see the Veterans UK Helpline information above to request welfare support.
Regrettably all enquiries and applications to the MOD Medal Office will be unanswered until
full operational services can resume. If you are wanting to apply to obtain either a medal
entitlement or a physical medal(s) for either yourself or a relative please follow the guidance
on the medals GOV.UK page. We will then deal with your application as soon as we are able
to return to normal working. We acknowledge that this may be frustrating, but your patience
and understanding in such unprecedented circumstances is appreciated.
General information on medals can still be obtained by calling the JPA Enquiry Centre on
0800 085 3600 during the hours of 10am to 4pm.