Several Connexion readers have contacted us regarding issues with UK ‘life certificates’, following an article highlighting a pensioner’s issue with the system.
Jane McIntosh, 72, saw her payments stopped in December 2025 for allegedly failing to provide a certificate to UK pension services, despite her telling us she had sent the letter three months prior.
The issue was resolved and payments reinstated after The Connexion contacted the DWP, however it seems Ms McIntosh was not alone in facing difficulties.
‘Life certificates’ are mandatory forms sent to UK pension recipients living abroad used to confirm that the recipient is still alive and eligible for the pensions they receive.
They must be witnessed by a ‘responsible’ person in the area, for example the local mayor or a GP.
Payments stopped, complications
Several readers have encountered recent similar issues with payments suddenly stopping.
“My pension payments were stopped without notice in February this year,” said M.F., despite sending the life certificate back in July 2025.
“I telephoned the UK Pensions Department and eventually managed to persuade them that I was indeed still alive.”
T.I. called the issue “a perennial thorn” and finds it difficult to have the letter witnessed.
“My banker refuses to sign on the basis that he won't sign something he can't understand, and I would take exactly the same stance. [Last time] I managed to persuade my pharmacist to sign as he has known me for a long time,” he said.
He contacted the service to ask for a French version of the form – this can be requested and can make witnessing easier - however the most recent life certificate sent to him came in English, causing renewed frustration.
“I received my form in early December. The name on the envelope was not mine but the address was. I completed the form and had it witnessed by my GP before sending it back by tracked delivery,” said I.D.
“The form was tracked as being delivered a few days later.”
“In mid-February, I received a letter from the DWP stating that they had not received my form and my pension had been stopped… I called [and] pointed out that I had proof of delivery of the form to the DWP.
“The agent finally confirmed that they had received my form and that the letters must have crossed (not possible since my form reached them six weeks before they wrote to me) and were vague about when my payments would recommence.”
Are postal services responsible for delays?
As many issues are caused by non-receipt of the returned life certificates, or certificates not arriving at recipient’s homes, some believe postal services are at fault.
“I have noticed that ‘official letters’ (DWP, NS&I etc.) are sent via Holland and all ‘official' communications that I have received have been dated at least three weeks before the post-marked envelopes. I can’t help wondering if mail is saved up and sent in batches,” said R.H.
“La Poste sometimes doesn’t recognise that the pre-paid UK envelopes sent out with the life certificate request are valid for use across Europe,” said J.K.
“I had a similar situation but I think Royal Mail were the culprits,” said C.M., who saw her payments briefly stopped.
“I sent a proof of life statement at the end of November [but received more letters in December]. I sent a second statement at the beginning of February. Payments stopped.”
“I phoned to ask if they had received my statement, yes it had arrived a couple of days before, in early March. It was that first statement dated November,” she added.
“I do wonder if some secure online method of proof of life could be devised by the DWP to simplify the matter,” said M.S.
However, even in cases where electronic systems are in place (for certain private pensions) issues persist.
“My husband wasn’t checking his emails and missed three emails from Teachers Pensions asking him to verify that he was still alive,” said P.D.
“I only saw the last reminder in December and replied for him. But they stopped his December payment and despite secure messages to them and confirmation that the missing payment would be sent shortly, it still hasn’t been received.”
Some readers criticise the DWP directly for the length of time communication can take.
“I received a letter and Life Certificate Form from DWP in September last year. It was entirely my fault that I misplaced the letter and didn't deal with it until mid-December - a week after the deadline,” said P.P.
“I didn't hear any more until I received a letter on January 20, dated December 30… the letter said that my pension would be stopped.
“It would have been far more useful for the DWP to send an earlier reminder instead of a letter saying the pension would be stopped.”
In some cases, readers noted they did not receive the certificates to complete in the first place.
“I had mine stopped last year,” said L.T.
“It was not until I telephoned them and sent an email… that they said they had not received the life certificate. I informed them I had not received the certificate”, she said.
“They emailed me one directly, had they done this in the first instance there would not have been a problem.”
Readers offer solutions
Some readers offered solutions to any issues that can arise.
“Telephone immediately” said R.W.
“My wife's form was delayed… so I called the agency, had my wife speak to them and that was it. She had no need to find a person [to witness the letter].”
I.D. says “I would advise sending the form using tracked delivery. It is worth the extra few euros,” said M.M.
M.S. recommends “a simple, quick telephone call well before the potential date of pension stoppage” to check all is in order with the form.
Note many readers have said they spent upwards of 45 minutes on hold to the service.
Have you had issues with the life certificates process? Let us know your experience via feedback@connexionfrance.com
