Complaints procedure
Source: gov.uk (2025-11-13)

How to raise a concern or complain about the service you get from the Department for Work and Pensions (DWP) or from an organisation that provides its services.

When to raise a concern or complaint

You can raise a concern or make a complaint if you’re unhappy with the service provided by DWP, for example if:
- mistakes have been made
- there were unreasonable delays
- you feel you’ve been treated poorly
- you haven’t been kept informed
Read our service standards in our customer charter (https://www.gov.uk/government/publications/our-customer-charter).

We will not investigate complaints:
- about government policy or law (https://www.gov.uk/guidance/contact-the-department-for-work-and-pensions-about-its-policies)
- that have already been investigated or are currently being investigated by the Independent Case Examiner or the Parliamentary and Health Service Ombudsman
- about an organisation that provides DWP services, for example employment programmes or health assessment providers - please contact them directly
- that are, or have been, subject to legal proceedings, including legal settlements
Challenge or appeal a benefit decision

If you want to challenge or appeal a benefit decision, overpayment decision, child maintenance assessment or sanction you will need to request a mandatory reconsideration (https://www.gov.uk/challenge-appeal-benefit-decision).

If you need someone to act on your behalf

You can ask someone else to raise a concern or make a complaint for you. You’ll need to authorise them to deal with DWP on your behalf (https://www.gov.uk/help-someone-with-benefit-claim/get-advice-and-information-about-someones-claim) first.

Raise a concern directly

If you have a concern about any aspect of the service you have received, let the team or business area you have been dealing with know as soon as possible.

You need to let them know:
- your National Insurance number – unless you are an employer or landlord
- your full name, address and contact numbers
- which benefit or business area you are raising a concern about
- what happened, when it happened and how it affected you
- what you want them to do to put things right
If you’ve experienced unfair treatment, we may consider:
- making an apology
- providing an explanation
- taking corrective action
- making a special payment (https://www.gov.uk/government/publications/compensation-for-poor-service-a-guide-for-dwp-staff) if you suffered financially
Who to contact

You can contact the team or business area you’ve been dealing with by phone, in person or in writing. Use the contact details at the top of any recent letters we’ve sent you or the contact details in the list below.

If you live in Northern Ireland, go to the Department for Communities website (https://www.communities-ni.gov.uk/dfc-complaints-procedure) for more information.

Find out about call charges (https://www.gov.uk/call-charges).

Access to Work

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Monday to Friday, 9am to 5pm

British Sign Language (BSL) video relay service Watch a video to check you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 9am to 5pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Attendance Allowance

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Monday to Friday, 8am to 6pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 6pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Carer’s Allowance

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Monday to Friday, 8am to 6pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 6pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Child Maintenance Service

Telephone: xx-xxxx-xxxx Welsh language: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com/) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 6pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Find out about call charges (https://www.gov.uk/call-charges)

There’s a different phone number if you live in Northern Ireland (https://www.nidirect.gov.uk/contacts/child-maintenance-service).

Death and bereavement benefits

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Welsh language telephone: xx-xxxx-xxxx Monday to Friday, 8am to 6pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 6pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Debt Management

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Monday to Friday, 8am to 7.30pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 7.30pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Read the Debt Management customer service standards (https://www.gov.uk/government/publications/dwp-debt-management-performance-data).

Disability Living Allowance (DLA) if you were born after 8 April 1948

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Monday to Friday, 9am to 5pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 9am to 5pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Disability Living Allowance (DLA) if you were born on or before 8 April 1948

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Monday to Friday, 8am to 6pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 6pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Employment and Support Allowance (ESA), including New Style ESA

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Welsh language telephone: xx-xxxx-xxxx Monday to Friday, 8am to 5pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 9am to 5pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Incapacity Benefit

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Welsh language telephone: xx-xxxx-xxxx Monday to Friday, 8am to 5pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 5pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Income Support

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Welsh language telephone: xx-xxxx-xxxx Monday to Friday, 8am to 5pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 5pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Industrial Injuries Disablement Benefit

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com/) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 9am to 5pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Jobcentre Plus

Send your complaint by post to your local Jobcentre Plus office. Find your nearest Jobcentre Plus office (https://find-your-nearest-jobcentre.dwp.gov.uk/).

Jobseeker’s Allowance (JSA), including New Style JSA

Make an online complaint about JSA (https://makeacomplaint.dwp.gov.uk/).

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Welsh language telephone: xx-xxxx-xxxx Monday to Friday, 8am to 5pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 5pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Maternity Allowance

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 10am to 3pm

Welsh language telephone: xx-xxxx-xxxx Monday to Friday, 8am to 6pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Personal Independence Payment (PIP)

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Monday to Friday, 9am to 5pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 9am to 5pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

State Pension and the Pension Service

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Welsh language telephone: xx-xxxx-xxxx Monday to Friday, 8am to 6pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 3pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

If you’re abroad, contact the International Pension Centre (https://www.gov.uk/state-pension-if-you-retire-abroad).

Social Fund

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 10am to 3pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Universal Credit

Raise a concern about Universal Credit online through:
- the ‘Make a complaint’ service (https://makeacomplaint.dwp.gov.uk/)
- the journal on your Universal Credit account (https://www.gov.uk/sign-in-universal-credit)
Universal Credit helpline

Telephone: xx-xxxx-xxxx Relay UK (https://www.relayuk.bt.com) (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx Welsh language: xx-xxxx-xxxx Monday to Friday, 8am to 6pm

British Sign Language (BSL) video relay service Watch a video to check if you can use the service (#check-if-you-can-use-the-video-relay-service). Go to the video relay service (https://connect.interpreterslive.co.uk/vrs?ilc=DWP). Monday to Friday, 8am to 8pm

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Check if you can use the video relay service

The video relay service uses a free plugin. You may need to change the security settings on your device to install this.

Check if you can use the video relay service on a mobile or tablet (https://www.youtube.com/watch?v=oELNMfAvDxw)

Ask for your concern to go to the complaints team

You can ask for your concern to be reviewed by the DWP complaints team if:
- you’re unhappy with the response from the business area you’ve been dealing with initially
- your concern has not been fully resolved
A member of our complaints team will contact you to discuss your complaint in more detail. They will investigate the complaint and aim to resolve it within 15 working days. If the investigation will take longer than 15 days, the complaints resolution manager will keep you updated and tell you when you can expect a response.

You will receive a final response by telephone or letter from the DWP complaints team. This will tell you the outcome of your complaint. If you need the final response in an alternative format, let us know during your initial call with the complaints team. We’ll inform you if your chosen format will result in any delay.

If you’ve experienced unfair treatment, we may consider:
- making an apology
- providing an explanation
- taking corrective action
- making a special payment (https://www.gov.uk/government/publications/compensation-for-poor-service-a-guide-for-dwp-staff) if you suffered financially
You will also be told how to contact the Independent Case Examiner (ICE) if you are still dissatisfied.

Contact the Independent Case Examiner (ICE)

You must have received a final response from the DWP complaints team before you can contact the Independent Case Examiner.

If you’re not happy with the final response from the DWP complaints team, you can ask the Independent Case Examiner to look at your complaint.

You must contact them within 6 months of receiving the final response from DWP. The details of how to do this will be explained in your response from the complaints team. The Independent Case Examiner may ask to see a copy of your final response, if you received it by letter.

Find out how to contact the Independent Case Examiner (https://www.gov.uk/government/publications/how-to-take-a-complaint-to-the-independent-case-examiner).

Contact the Parliamentary Health Service Ombudsman (PHSO)

If you’re not happy with the final response from the Independent Case Examiner, you can ask an MP to refer your complaint to the Parliamentary and Health Service Ombudsman.

You must contact them within 12 months of receiving the final response from the ICE. The details of how to do this will be explained in your response from the Independent Case Examiner. The Parliamentary and Health Service Ombudsman may ask to see a copy of your final response, if you received it by letter.

Find out how to contact the Parliamentary and Health Service Ombudsman (https://complaintform.ombudsman.org.uk/complaintchecker?_gl=1*1wqfsqv*_ga*MTAzMzUzMDEzMS4xNzQ4ODU3MzYy*_ga_X5H4BJVPZG*czE3NjE2NDcwNDQkbzEyJGcwJHQxNzYxNjQ3MDQ0JGo2MCRsMCRoMA..).

Complaints about the Department for Work and Pensions (DWP)

If you need to write to us about a complaint about DWP which is not related to the service you have received, write to:

DWP Complaints Post Handling Site B Wolverhampton WV99 2GY