Complaints procedure
How to complain about the service you get from the Department for Work and Pensions (DWP) or from an organisation that provides its services.
Guidance on how to complain
1. Before you make a complaint
You can 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
A complaint is defined as any expression of dissatisfaction about the service provided which is not resolved by operational staff as normal business.
We will not investigate complaints:
- about government policy or law
- that have already been investigated or are currently being investigated by the Independent Case Examiner or the Parliamentary and Health Service Ombudsman
- that are, or have been, subject to legal proceedings, including legal settlements
Challenge or appeal a benefit decision
You cannot make a complaint to challenge a benefit decision (this is known as a ‘mandatory reconsideration’) or appeal against a benefit decision, overpayment decision, child maintenance assessment or sanction.
Read about how to request a mandatory reconsideration of a benefits decision.
If you disagree with the decision in a mandatory reconsideration notice, you can appeal to the Social Security and Child Support Tribunal.
Government Response to Parliamentary and Health Service Ombudsman
The Ombudsman’s investigation concluded in March 2024. For further details of the investigation, please see the Ombudsman’s website. The Ombudsman referred the matter to Parliament to consider, and we are now providing information about the decision.
The Secretary of State made an announcement in the House of Commons on 17 December 2024 and DWP provided the Ombudsman and Parliament with a detailed response.
DWP accepts the Ombudsman’s finding of maladministration, and we are sorry there was a 28-month delay in writing to 1950s-born women and that we did not respond adequately to the complaint campaign. We have apologised and we are determined to learn lessons from this serious report going forward.
Find more information on the decision in the Government response to Parliamentary and Health Service Ombudsman’s Investigation into Women’s State Pension age communications and associated issues.
2. Contact the office you’ve been dealing with
If you’d like to complain about any aspect of the service you’ve received, let the office you have been dealing with know as soon as possible.
You can contact them by phone, in person or in writing. Universal Credit claimants can also use their journal.
You need to let them know:
- your National Insurance number – unless you are an employer
- your full name, address and contact numbers
- which benefit you are complaining about
- what happened, when it happened and how it affected you
- what you want to happen to put things right
If we’ve made a mistake, we’ll put it right as soon as possible and apologise immediately. If you’ve experienced unfair treatment or suffered financially, we may consider making a special payment to you.
Who to contact
Use the contact details at the top of any recent letters we’ve sent you or the contact details below.
If you live in Northern Ireland, go to the Department for Communities website for more information.
To complain about an organisation that provides DWP services, for example employment programmes or health assessment providers, contact them directly. If you don’t agree with their response, they will tell you how to take things further.
Access to Work
Telephone: 0800 121 7479
Textphone: 0800 121 7579
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 121 7479
Monday to Friday, 9am to 5pm
British Sign Language (BSL) video relay service
Watch a video to check you can use the service.
Go to the video relay service.
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: 0800 731 0122
Textphone: 0800 731 0317
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 731 0122
Monday to Friday, 8am to 6pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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: 0800 731 0297
Textphone: 0800 731 0317
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 731 0297
Monday to Friday, 8am to 6pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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: 0800 171 2345
Welsh language: 0800 232 1979
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 171 2345
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
Monday to Friday, 8am to 6pm
There’s a different phone number if you live in Northern Ireland.
Death and bereavement benefits
Telephone: 0800 151 2012
Textphone: 0800 169 0314
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 151 2012
Welsh language telephone: 0800 731 0453
Monday to Friday, 8am to 6pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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: 0800 916 0647
Textphone: 0800 916 0651
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 916 0647
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.
Go to the video relay service.
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.
Disability Living Allowance (DLA) for people aged under 65
Telephone: 0800 121 4600
Textphone: 0800 121 4523
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 121 4600
Monday to Friday, 9am to 5pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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) for people aged 65 or over
Telephone: 0800 731 0122
Textphone: 0800 731 0317
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 731 0122
Monday to Friday, 8am to 6pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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: 0800 169 0310
Textphone: 0800 169 0314
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 169 0310
Welsh language telephone: 0800 328 1744
Monday to Friday, 8am to 5pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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: 0800 169 0310
Textphone: 0800 169 0314
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 169 0310
Welsh language telephone: 0800 328 1744
Monday to Friday, 8am to 5pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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: 0800 169 0310
Textphone: 0800 169 0314
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 169 0310
Welsh language telephone: 0800 328 1744
Monday to Friday, 8am to 5pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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: 0800 121 8379
Textphone: 0800 169 0314
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 121 8379
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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.
Jobseeker’s Allowance (JSA), including New Style JSA
Make an online complaint about JSA.
Telephone: 0800 169 0310
Textphone: 0800 169 0314
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 169 0310
Welsh language telephone: 0800 328 1744
Monday to Friday, 8am to 5pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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: 0800 169 0283
Textphone: 0800 169 0286
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 169 0283
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
Monday to Friday, 10am to 3pm
Welsh language telephone: 0800 169 0296
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: 0800 121 4433
Textphone: 0800 121 4493
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 121 4433
Monday to Friday, 9am to 5pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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: 0800 731 0469
Textphone: 0800 731 0464
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 731 0469
Welsh language telephone: 0800 731 0453
Monday to Friday, 8am to 6pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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.
Social Fund
Telephone: 0800 169 0140
Textphone: 0800 169 0240
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 169 0140
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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
Make an online complaint about Universal Credit.
Universal Credit helpline
Telephone: 0800 328 5644
Textphone: 0800 328 1344
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 328 5644
Welsh language: 0800 328 1744
Monday to Friday, 8am to 6pm
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
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.
British Sign Language (BSL) video relay service
Watch a video to check if you can use the service.
Go to the video relay service.
Monday to Thursday, 8:30am to 5pm
Friday, 8:30am to 4:30pm
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
General complaints about the Department for Work and Pensions (DWP)
If you have a general complaint about the Department for Work and Pensions itself which is not related to service you have received, write to:
DWP Complaints
Post Handling Site B
Wolverhampton
WV99 2GY
3. Ask for your complaint to go to a senior manager
If you’re not happy with the response from the team you’ve been dealing with, you can ask them to pass your complaint on to a senior manager.
A dedicated member of our Complaints team will then contact you within 15 working days, usually by phone, to talk about your complaint and agree how to investigate it. They will tell you the outcome or when you can expect a response, if it will take longer.
4. Wait for our final 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, and how to contact the Independent Case Examiner if you are not satisfied.
5. Contact the Independent Case Examiner
You must have had a final response from the DWP complaints team before you 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 getting the final response from the DWP. They 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.
Service standards
Read our customer charter.
DWP complaints data
Read details of the number of complaints received about DWP in each financial year.