Coronavirus (COVID-19): changes to Veterans UK services

Following government advice about remote working during the Coronavirus (COVID-19) outbreak, there have been several changes to Veterans UK services.

Veterans UK Services Coronavirus

What changes are there to Veterans UK services?

Following the Coronavirus (COVID-19) outbreak in the UK, and subsequent government guidelines, there will be some temporary changes to Veterans UK services.

Despite some changes, all Armed Forces Pensions, War Pensions and Armed Forces Compensation Scheme regular payments will continue to be made as usual into your nominated account. Urgent welfare support for veterans will also be maintained.

Changes to Veterans UK services are as follows:

Veterans UK helpline

Currently Veterans UK is unable to offer a telephone service from the Veterans UK helpline. Urgent enquiries, including requests for welfare support and for anyone experiencing payment problems, can be sent via email to A reply or call back will be provided as quickly as possible.

Urgent emotional support is still available from the Samaritans by calling the helpline 0808 1914 2 18 and pressing option 1.

Veterans Welfare Service and Defence Transition Services

To protect staff and veterans, all face to face meetings with clients, except in the most exceptional circumstances, have been suspended. However, advice, information and support are still available via email and telephone call back. Please email with your name, national insurance or reference number and contact details.

War Pension Scheme and Armed Forces Compensation Scheme (AFCS)

While all War Pension, War Widows Pension and Armed Forces Compensation Scheme payments will continue to be made as usual into your nominated account, Veterans UK are temporarily unable to process casework, including requests for new claims, reviews, reassessments and appeals.

If you experience a problem with your payments or have an urgent question, please email

Medical examinations – War Pensions and AFCS

With effect from 17 March, all planned medical examinations in relation to compensation scheme claims will be cancelled for a period of up to three months. All veterans with dates for medical examinations during this period will be contacted directly by the DWP’s Centre for Health and Disability Assessments (CHDA) to confirm cancellation. There is no need to contact the Veterans UK helpline.

Appeal tribunal hearings

With effect from 20 March, all appeal hearings against War Pensions and Armed Forces Compensation Scheme decisions are being cancelled until further notice. The HM Courts and Tribunals Service are contacting all those with appeals affected to confirm this. Hearings will resume as soon as possible.

Armed Forces Pensions

All Armed Forces Pensions payments will continue to be made as usual into your nominated account and pension enquiries can still be answered by calling the JPA Enquiry Centre on 0800 085 3600 during the hours of 10am to 4pm.

Veterans UK is also prioritising work to commence new pension payments due to those leaving the Armed Forces, Death In Service entitlements and Widows and Dependents pensions. Processing of Early Payment of Preserved Pension applications is also being maintained, though timescales may be longer, with applications from individuals who are terminally ill being prioritised.

However, some work has been suspended:

  • Pensions on Divorce administration work
  • Pension transfer work
  • Pension forecast request work and Internal Dispute Resolution Procedures casework

Veterans UK is continuing to review processes and priorities and updates will be posted on GOV.UK as they become available.


All enquiries and applications to the MOD Medal Office will be unanswered until full operational services can resume. If you are wanting to apply to obtain either a medal entitlement or a physical medal(s) for either yourself or a relative, please follow the guidance on GOV.UK.

General information on medals can still be obtained by calling the JPA Enquiry Centre on 0800 085 3600 during the hours of 10am to 4pm.

Guidance for service personnel with imminent discharge dates

Veterans UK understands that measures put in place by the government are of a concern for those with imminent discharge dates and those in their resettlement and transition phase. The Ministry of Defence and the single services are working hard on temporary emergency policies to address the myriad of issues which the current situation has imposed. Once these are published you will be informed through a variety of means (initially your chain of command).

Current updates:

  • The Defence Infrastructure Organisation (DIO), who manage the defence estate, are working on temporary policies concerning move out of Service Family Accommodation (SFA).
  • The MOD and the Career Transition Partnership have published advice on resettlement activities. Please read the Career Transition Partnership (CTP) response to COVID-19 for MOD guidance and the FAQ on resettlement.
  • Service personnel should get in touch initially with their chain of command through their unit, as that is how the information will be disseminated initially and it will require chain of command involvement for any measures which may affect retention or discharge.
  • Ongoing support remains in place through the Career Transition Partnership for employment support /resettlement related activities. Please read the Career Transition Partnership FAQs and for those who are receiving wider transition support through Defence Transition Services(DTS).

See also

New MOD veterans ID card rolled out to service leavers

Military veterans to receive new railcard

Find out more

Veterans UK (GOV.UK)

MOD medals (GOV.UK)

Image: Getty Images

Publication date: 2 April 2020