Complaining about benefits services

You should consider complaining if the people dealing with your benefits claim or issue have handled it badly. For example, they might have:

• ignored your questions or letters

• taken too long to get back to you

• given you the wrong information

Complaining might make them deal with your problem faster. If they agree the service was bad, you might also be able to get compensation.

Complaining shouldn’t affect any of your ongoing benefit claims or decisions.

You don't have to be currently getting benefits to make a complaint.

If you want to challenge a decision about your benefits

You need to ask your benefit provider to change the decision. This is different to complaining, but you can do both at the same time. Check how to challenge a benefit decision.

Think about what would solve your problem

Before you complain you should have an idea of what you want your benefit provider to do.

You could ask them to:

• apologise to you

• fix the problem

• explain what went wrong

• change the way they do things - this will help other people, and could help you if you have to use the same office again

Asking for compensation

You might also be able to get compensation from your benefit provider if you’ve lost money because of a very long delay or bad service. You can ask them for the money you had to spend trying to contact them or the money you would have got if they didn’t give you bad advice.

You might also be able to get an extra amount on top to make up for the trouble or distress they caused you. If you're complaining to the Department for Work and Pensions (DWP), the extra amount is usually between £25 and £500.

Ask for the compensation you think would be fair in your complaint.

Making your complaint

Include your name, address, contact details, date of birth and National Insurance number.

You should also include as much evidence as you can in your complaint to the benefits service, for example:

• copies of any letters or email conversations you had with them

• the dates things happened - for example, when you applied for a benefit or they sent you a letter

• any other evidence - for example forms you filled in or proof of postage from when you sent them something

• why you think their service wasn’t good enough

• how you were affected - for example if you couldn’t pay your rent or got into debt

• what you think they should do to make things right - for example give the money you’re owed or apologise

You’ll need to follow different steps depending on who you’re complaining to - check your benefit letters if you’re not sure. There are also different steps if you’re complaining about a medical assessment for Employment and Support Allowance (ESA) or Personal Independence Payment (PIP).

You can also ask your MP to get involved at any time - for example if you’re not happy with how your complaint is being handled. You can find your MP on the UK Parliament website.

If your complaint is about your local council, it’s usually best to contact your councillors instead of your MP. You can find your councillors on your local council’s website.

If you need money now

It might take a long time for your complaint to be fixed. While you’re waiting you can:

• check if you’re entitled to any other benefits on the Turn2us website

• see if you can use a food bank

• check what other help you can get from your local council or the government