Life certificate pension suspension ‘left me overdrawn and stressed’

A reader in Charente whose UK state pension was suspended after a mix-up over ‘life certificates’ has shared advice for other pensioners after Connexion helped restore her payments.

Retired journalist Jane McIntosh, 72, said the decision to stop her payments in December caused “financial difficulties and stress”, leaving her bank account overdrawn and later “blocked” by her bank and disrupting standing orders for bills.

She was informed in a letter dated December 30, 2025, which arrived on January 17, that her pension had been stopped after the service said it had not received a reply to a ‘life certificate’ form sent on September 8.

The suspension took effect from a payment due on January 6. Such forms are usually sent every one or two years to pensioners living abroad to confirm they are still alive.

However, Ms McIntosh told us she had returned the form in September after having it witnessed by the mayor. It came with a pre-paid envelope and her post office confirmed it was valid for sending to the UK.

The new letter also requested the form be sent (again) and said her pension may be “ended” if this was not received. 

“It was extremely disagreeable to read that payment had been stopped,” she said. She mailed the form again and also emailed the International Pension Centre (IPC), but says she received no reply.

After Connexion raised the issue with the DWP, she said her missed January payment was in her bank account days later, by January 29.

“I celebrated by taking out a subscription,” she said. “Your speedy response made all the difference.”

She added: “We have contracts with the British state for our pensions. We paid in over decades and the four-weekly payments we receive are based on this. They are not benefits.”

Ms McIntosh reports receiving letters annually in September or December and said she would advise readers to send back forms suivi (tracked) and to call the IPC (+44 191 218 7777) three weeks later to ensure it has been received.

If you will be away, ask a neighbour to check your postbox, looking for a DWP pensions brown envelope. If you do not receive one, it is possible to request one be emailed, she said.

She would also advise keeping up to date with news relating to UK pensions or other government services and talking to other UK state pensioners.

“Connexion's email to the DWP worked wonders - two emails saying they were going to reinstate the payments, one from a named pension officer, followed shortly afterwards, as did the funds.”

Have you experienced a similar problem with life certificates? Let us know at feedback@connexionfrance.com.