UK Future Pension Centre helpline - has anyone got through?

[Crossy]

Pretty much as per thread title.

 

I'd like to pay some voluntary contributions, the HMRC app says I can't pay online and to call the Future Pension Centre helpline +44 (0)191 218 3600

 

Using Teams (Skype dialler) I get to the menu, choose 1 for English then after just over a minute on hold it cuts off.

 

Using my Thai phone it's similar, but cuts off after about 5 minutes on hold.

 

Tried more times than I'm going to admit to 😞 

 

Has anyone actually got to speak to an operator?

[Zaphod Priest]

I have.  I 'phoned directly at precisely 8 a.m. (UK time) when they start work.  I then had to work my way through a ridiculous number of menu steps, but eventually spoke to a real human being of the female persuasion.  She told me I had gaps in my NI contribution record, which I already knew.  FFS, that's why I was 'phoning.  No information about which would actually count if I were to fill them.  She told me to submit an application online to make additional NI contributions.  Start at https://www.gov.uk/guidance/apply-to-pay-voluntary-national-insurance-contributions-when-abroad-cf83

Once you've done that you can make payments.  You won't (in my experience) be told exactly how, but sending the money to the following worked for me.  (I've done it twice now and my NI contribution record has been updated.)

Sort / Branch code 083220
Beneficiary account name HMRC NIC RECEIPTS
Account number 1200 1004
Reference: NI number + surname + first initial, e.g.  AB123456XSMITHJ

[GarryP]

1 hour ago, Crossy said:

Pretty much as per thread title.

 

I'd like to pay some voluntary contributions, the HMRC app says I can't pay online and to call the Future Pension Centre helpline +44 (0)191 218 3600

 

Using Teams (Skype dialler) I get to the menu, choose 1 for English then after just over a minute on hold it cuts off.

 

Using my Thai phone it's similar, but cuts off after about 5 minutes on hold.

 

Tried more times than I'm going to admit to 😞 

 

Has anyone actually got to speak to an operator?

Yes. Three years ago I got in touch with them for an application to back pay voluntary contributions, category 2. Was on hold for about 50 minutes, before someone picked up. As a result I got an application form (CF83) which I filled in and sent back. A few months later I got a letter of approval and surprisingly I was allowed to back pay 17 years. I thought I could only back pay 6 years. I paid the amount by international transfer following the information provided in the letter and on the HMRC website. Took them 10 months to update my record. 

 

Last year, I called again as I hadn't received a letter for payment of the past year (2023-2024). Again, on hold for about 40 minutes and then got though. Was told that my letter was in the post and low and behold the letter arrived the following week. I paid and again it took about 10 months for my record to be updated.

 

This year, I called again on 20 June 2025. On hold for only 15 or 20 minutes this time, during which I answered questions posed by their AI thingy, before being passed on to a real human. I was told that I should have received the letter a few weeks prior to my call (still haven't received it), but she also confirmed that the amount due was the same as last year and the banking details remain unchanged. I made the transfer and knock me over with a feather, my record was updated within one week.

 

I would also suggest joining the "State Pensions. UK" Facebook page as there are quite a few members who live overseas and may be able to offer better advice than me.

 

 

[JBChiangRai]

I started writing to them 2 years before retirement age, however they were turning around letters in 9 months.

 

I realised letters wasn't going to sort it and tried dozens of times with skype and kept getting cut off and time was running out.

 

I worked out how many years I needed to fill and sent the money to HMRC NI DEFICIENCY ACCT as shown in my HSBC list of payees, there were dozens of HMRC accounts to choose from and this seemed the most suitable. 

 

I followed it up with a letter (recorded delivery) telling them what I paid by year and please credit it to me.

 

Miraculously, they did.

[GarryP]

3 minutes ago, JBChiangRai said:

I started writing to them 2 years before retirement age, however they were turning around letters in 9 months.

 

I realised letters wasn't going to sort it and tried dozens of times with skype and kept getting cut off and time was running out.

 

I worked out how many years I needed to fill and sent the money to HMRC NI DEFICIENCY ACCT as shown in my HSBC list of payees, there were dozens of HMRC accounts to choose from and this seemed the most suitable. 

 

I followed it up with a letter (recorded delivery) telling them what I paid by year and please credit it to me.

 

Miraculously, they did.

How many years were you able to back pay? So many times I was informed by others and on the HMRC chat thing (which has since closed) that the maximum was 6 or 7 years. Later I learned that for more years the acutal cut off was April 2025 and then the excess years would be cut back to 6 or 7 years as before. Certainly as clear as mud. 

[JBChiangRai]

3 minutes ago, GarryP said:

How many years were you able to back pay? So many times I was informed by others and on the HMRC chat thing (which has since closed) that the maximum was 6 or 7 years. Later I learned that for more years the acutal cut off was April 2025 and then the excess years would be cut back to 6 or 7 years as before. Certainly as clear as mud. 

 

I paid back 9 years, it was 2 years ago.

[Crossy]

I just want to know if I can still back pay and how much I need to pay. Surely they should be able to tell me from my NI number (I've not got far enough to even give that).

 

I just go round in circles.

 

Maybe they just want us to give up!

 

The HMRC App tells me I have 5 years I can pay, but then says I can't pay online and to contact ^^^.

 

[GarryP]

Crossy, you need to just persevere and keep calling until you get through. You'll have to talk to the robot/AI thing first though, before you are put on hold and then wait for a human to answer. The number I call is 441912037010 (National Insurance Helpline UK). If you use AIS like me, use 00500 rather than 003 or 005, as it is cheaper. For sure you will need to fill out the application form (assuming you qualify to back pay).