Call Charges

Calls to 0800 numbers are free from BT land lines, but you may have to pay if you use another phone company, a mobile phone, or if you are calling from abroad. Calls from mobile phones can cost up to 40p a minute, so check the cost of calls with your service provider.

From 18 January 2010, customers of some of the United Kingdoms leading mobile networks will receive free mobile phone calls to our 0800 numbers for claims to State Pension, Jobseekers Allowance, Income Support, and Employment and Support Allowance as well as to ask for emergency payments or crisis loans.

Mobile phone customers on the following networks can benefit from this service:

• Vodafone
• O2
• Orange
• 3 uk
• Virgin Mobile
• Tesco Mobile
• T-Mobile

Customers of other mobile phone companies will be charged but DWP is now looking to reach a similar arrangement with them.

As at September 2008, calls to 0845 numbers from BT land lines should cost no more than 4p a minute with a 7p call set-up charge. You may have to pay more if you use another phone company, a mobile phone, or if you are calling from abroad. Calls from mobile phones can cost up to 40p a minute, so check the cost of calls with your service provider.

As at September 2008, calls to 0870 numbers from BT land lines should cost no more than 8p a minute with a 7p call set-up charge. You may have to pay more if you use another phone company, a mobile phone, or if you are calling from abroad.

These are for people who cannot speak or hear clearly. If you don't have a textphone, you could check if your local library or Citizens Advice Bureau has one. Textphones don't receive text messages from mobile phones.

Mobile service providers - customer service numbers

If you receive call charges and you are on one of the above named networks, you should contact your mobile provider’s customer service, which is normally free from your handset:

From a Vodafone mobile: 191

From a landline: Pay monthly – 08700 700 191 or PAYG – 08700 776 655

From an Orange mobile: Pay monthly - 150 or PAYG - 450

From a landline: Pay monthly – 07973 100 150 or PAYG – 07973 100 450

From a T-mobile mobile: 150

From a landline: 0845 412 5000

From a Virgin mobile: 789

From a landline: 0845 6000 789

0845 301 4455

From an O2 mobile: Pay monthly – 202 or PAYG – 4445 or iPhone – 2302

From a landline: Pay monthly – 0844 809 0202 or PAYG – 0844 809 0222 or iPhone – 0844 875 2302

From a 3 mobile: Pay monthly – 333 or PAYG – 444

From a landline: Pay monthly – 0843 373 3333 or PAYG – 0843 373 4444