The DWP has said the delays were due to a casework increase

Department for Work and Pensions minister in the Lords Baroness Hollis confirmed that the government will make interim payments to those forced to wait for their state pension entitlement.

Money Box revealed that at the end of 2003, 36,000 people were waiting to receive their correct state pension.

Those affected are widowed and divorced people whose pensions should be boosted by the National Insurance contributions paid by their spouse.

Baroness Hollis acknowledged the problems highlighted by Money Box:

"It is not acceptable that people should have any worries about relying on payments that are due to them, especially if they have gone through difficult and fragile circumstances. We must certainly not add to that."

Optimistic

Baroness Hollis explained that the backlog had occurred after extra work - normally carried out in the regional pension centres - was transferred to the main centre in Newcastle.

Staff there were not able to cope with the increased workload.

But she stressed that the numbers waiting for their pension had already started to decrease, and was optimistic the problems would be resolved:

"We shall be through the backlog by June. New cases coming through are not being added to the backlog, but handled by staff in the ordinary way."

The minister also stressed that where people were forced to wait for their pension, the government "can and does make interim payments".

She went on to say that: "Should there be any evidence of maladministration, obviously we will make payments to meet that."

People who wish to claim such payments need to contact the Pensions Service.

The complaints procedure is set out in a leaflet called "Tell us your comments and complaints".

You can obtain a copy from the Pensions Service website, which is linked from the right-hand side of this page, or by calling 0845 7 31 32 33 and quoting reference GL22. The lines are open 24 hours a day.

BBC Radio 4's Money Box was broadcast on Saturday, 6 March 2004, 2004 at 1204 GMT.

The programme was repeated on Sunday, 7 March, 2004 at 2102 BST.