How to deal with problems with your universal credit
The Department of Work and Pensions can get things wrong.
Leave a message in your universal credit journal if you have problems such as:
you were paid the wrong amount
your rent was not paid to your landlord if it is paid directly
too much debt repayment money is taken out of your benefits
If nobody answers your journal messages
Universal credit advisers sometimes do not respond to journal messages.
Leave another message if nobody answers your journal message after 2 to 3 days.
If they still do not get back to you, call universal credit on 0800 328 5644.
GOV.UK explains how to contact universal credit.
Get someone else to call for you
You can tell the DWP that you want someone else to call them for you about problems with your universal credit.
People who can speak for you could be:
a friend
family member
support worker
Ask the DWP to review a decision
You can ask for a review if you think a decision about your universal credit is wrong.
The DWP calls this review a mandatory reconsideration.
You can ask the DWP to look at their decision again if it causes you problems.
For example:
you were sanctioned or turned down for benefits
you think that your monthly UC payment is wrong
When to ask for a review
You should get a letter from the DWP about decisions they make.
You need to ask for your review within 1 month of the date of your letter.
If the letter does not have a date, use the date it was added to your universal credit journal.
You can ask for a review by:
writing a message in your journal
writing a letter and sending it to the address on your decision letter
Citizens Advice tells you how to ask for a review and what to do if you miss the deadline.
Going to tribunal
You can take your case to a tribunal if the DWP does not change their decision after a review.
For example, the DWP might say:
they will not change how much universal credit you get even though you think you should get more
the jobcentre was right to sanction your benefits
The tribunal is not part of the DWP. Its decisions are made by an independent panel and judge.
Citizens Advice explains how to go to tribunal.
Last updated: 9 July 2024
