How to complain about universal credit
You can complain about the service you get from:
the Department of Work and Pensions (DWP)
the jobcentre
universal credit
For example, you might want to complain about:
how you have been treated
confusing or wrong information
long delays or mistakes
You start by making your complaint to the DWP.
You can take it to more senior people if you are not happy with the DWP's response.
A complaint is not the same as a review of a universal credit decision.
Ask for a review if you think a decision is wrong. The DWP call these reviews 'mandatory reconsiderations'.
A review is the only way to get a benefit decision changed. For example, if you are paid the wrong amount or told you cannot get benefits.
How to make a complaint
You can complain online or by phone, in person or in writing.
Letters from universal credit, the jobcentre or the DWP should say who to contact if you want to complain.
The DWP complaints process is on GOV.UK
Make sure you put these things into your complaint:
your name, address and contact details like your phone number and email
your National Insurance number
what happened, when and why you’re unhappy about it
what you want them to do
Make a universal credit complaint online
Call the universal credit helpline
Telephone: 0800 328 5644
Textphone: 0800 328 1344
Monday to Friday, 8am to 6pm
What happens next
The DWP look at your complaint to see if they have done anything wrong.
If the DWP agree with your complaint, they:
should tell you how they will put things right
might make a special payment, for example, if you were treated unfairly or you have money problems because they made a mistake
How to take your complaint further
If you’re not happy with the DWP’s response, you can take it to more senior people.
Follow these steps:
1. DWP complaints resolution manager
You can ask for your complaint to go to a complaints resolution manager.
A complaints resolution manager is a senior person who looks your complaint if you are not happy with the DWP's response.
They should contact you to agree how to look into your complaint. They usually contact you by phone.
They should get in touch with you within 15 working days to tell you either:
their decision about your complaint
when they will get a response to you if they need more time
2. Independent case examiner
You can contact this service if you're not happy with the way the DWP deals with your complaint.
The Independent Case Examiner (ICE) can look at complaints about the DWP.
You have to:
wait for a final response from the DWP
contact the ICE within 6 months of the DWP's final response
If they agree to look into your complaint, they look at what happened and the response you got. They ask the DWP to fix any mistakes they made.
Last updated: 10 June 2024
