How to complain about universal credit

You can complain about the service you have received.

For example:

• how you have been treated

• confusing or wrong information

• unreasonable delays or mistakes

Your complaint could be about Jobcentre Plus, the universal credit helpline or the DWP.

You make your complaint to the Department of Work and Pensions (DWP).

You can take it further if you're not satisfied with their response.

Asking for a review of a benefit decision

A complaint is not the same as a review of a universal credit decision.

If you think a DWP decision is wrong you should ask for a review. The DWP call the review process a 'mandatory reconsideration'.

You can still make a complaint but a review is the only way to get a benefit decision changed. For example, if you've been 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.  Check any letters you have for information on who to contact.

When you make a complaint, include:

• your name, address and contact details

• your National Insurance number

• what happened, when and why you’re unhappy about it

• what you want them to do

What happens next

The DWP looks 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 have experienced unfair treatment or suffered financially

The full complaints procedure is on GOV.UK

How to escalate your complaint

If you’re not satisfied with the response, you can escalate it in this order:

1. DWP complaints resolution manager

You can ask for your complaint to go to a complaints resolution manager. They should contact you to agree how to investigate it.

They should get in touch with you within 15 working days to tell you the outcome or when to expect a response if they need more time.

Ask for a senior manager to look at your complaint if you’re not happy with how it was investigated.

2. Independent case examiner

If you’ve gone through the complaints resolution manager and are still unhappy, you can ask the Independent Case Examiner to investigate your complaint.

You must contact them within 6 months of receiving the DWP’s final response.

If they agree to investigate your complaint, they will look at what happened and the response you got. They will ask the DWP to correct any mistakes they have made.

3. Parliamentary and Health Service Ombudsman

If you’re not happy with Independent Case Examiner’s findings, you can ask your MP to send your complaint to the Parliamentary and Health Service Ombudsman.

Find your MP.