Who this guide is for
People in England, Wales or Scotland who are unhappy with the service they have had from the Department for Work and Pensions (DWP), including Jobcentre Plus, Universal Credit, the Pension Service, Disability Services, the Child Maintenance Service and services DWP contracts out, such as health assessments.
What this guide does not cover
- People in Northern Ireland: see the Northern Ireland guide.
- Whether a benefit decision is right (a refusal, an award, a sanction): that is not a complaint. Use the Universal Credit appeals checker, or the benefits checker for other benefits.
- Complaints about Social Security Scotland (for example Adult Disability Payment) or HM Revenue and Customs (for example Child Benefit). Ask Citizens Advice.
- Discrimination by a benefits office, and human rights claims. Ask Citizens Advice.
- How DWP used your personal data: use the data protection checker.
⚖ At a glance
- A complaint is about how you were treated: mistakes, unreasonable delays, poor treatment, or not being kept informed. A wrong benefit decision is challenged a different way.
- Complain first to the office you have been dealing with. If you are still unhappy, ask for your complaint to go to a senior manager, then wait for the DWP's final response.
- Next, the Independent Case Examiner (ICE). It is independent of DWP and free. Complaints can normally only go to ICE within 6 months of the DWP's final complaint response.
- Last, the Parliamentary and Health Service Ombudsman. It can only look at a complaint about DWP if an MP refers it.
The questions that decide the answer
- Is it about how you were treated, or about the decision itself? How you were treated: this guide. The decision (for example you were refused, or paid the wrong amount): mandatory reconsideration and appeal, not a complaint. If it is both, do both.
- Where do you live? England, Wales or Scotland: this guide. Northern Ireland: its own guide.
- Which stage are you at? Not complained yet: start with the office. Had the DWP's final response: ICE. Had ICE's decision: the Ombudsman, through an MP.
- When did you get the final response? More than 6 months ago: ICE will normally not accept it.
"How do I complain to the DWP?"
- Tell the office you have been dealing with as soon as possible. Say what went wrong, what effect it had, and what you want done.
- If you are still unhappy, ask for your complaint to go to a senior manager. When an MP raises a complaint, the DWP Complaints Team aims to resolve it within 15 working days.
- Wait for the final response. It can come by letter or by phone, and it tells you how to contact ICE.
The DWP will not investigate complaints about government policy or the law.
"Can the Independent Case Examiner help?"
ICE deals with maladministration and service failures: failure to follow proper procedures, excessive delays and poor customer service. It can only look at a complaint once it has been through the DWP's own complaints process, and you have a final response that says you can go to ICE.
ICE cannot deal with: matters of law, such as benefit entitlement decisions that have review or appeal rights; discrimination under the Equality Act 2010; complaints relying on the European Convention on Human Rights; government policy; complaints that are or have been in legal proceedings; and matters for the Information Commissioner's Office.
How to contact ICE: email contact@ice.gov.uk, or write to The Independent Case Examiner, PO Box 209, Bootle L20 7WA. Include a copy of the DWP's final response. If the final response was by phone, give the date of the call, the office, the name of the person you spoke to and a summary of what they said. Also give your name, address, National Insurance number, phone number, email and what your complaint is about.
ICE will tell you within 2 weeks whether it can accept your complaint. If it upholds it, it may recommend an apology, action to put things right or a consolatory payment. Keep dealing with the benefit office while ICE looks at your complaint. ICE cannot investigate if you take legal action.
"I'm still unhappy after ICE"
Ask an MP to refer your complaint to the Parliamentary and Health Service Ombudsman. It can only look at complaints about government departments if an MP refers them. Contact the MP as soon as you can, ideally no later than 12 months from when you became aware you had something to complain about. The Ombudsman's helpline is 0345 015 4033.
"Someone can act for me"
You can choose a representative, such as a family member, advocate or solicitor. You must give ICE written consent to discuss your complaint with them.
Deadlines you must meet
- Independent Case Examiner: normally within 6 months of the DWP's final complaint response.
- Ombudsman: contact an MP as soon as you can, ideally within 12 months of becoming aware of the problem.
- If your benefit decision is wrong, the time limits for challenging it are separate: use the Universal Credit appeals checker.
Money figures
- This guide gives no money figures. ICE may recommend a consolatory payment; there is no set amount.
Where to go for help
Independent Case Examiner: contact@ice.gov.uk, or PO Box 209, Bootle L20 7WA.
Parliamentary and Health Service Ombudsman: 0345 015 4033 (complaints about DWP must come through an MP).
Citizens Advice (England): 0800 144 8848
Citizens Advice (Wales): 0800 702 2020
Citizens Advice Scotland: 0800 028 1456
Traps
- A complaint does not change a benefit decision and does not stop the mandatory reconsideration clock. Challenge the decision separately.
- ICE will not take your complaint until you have the DWP's final response.
- You cannot go straight to the Ombudsman: an MP must refer a complaint about DWP.
- Northern Ireland has its own process: see the Northern Ireland guide.
📜 Sources (checked 24 September 2026)
- GOV.UK: DWP complaints procedure (steps; what DWP will not investigate). Independent Case Examiner: How and when to bring a complaint to the Independent Case Examiner (updated 21 September 2026).
- UK Parliament written answer 112655 (25 February 2026): DWP Complaints Team aims to resolve MP-raised complaints within 15 working days. GOV.UK: Research examining customers' experiences of DWP's complaints process (24 March 2026): final response by phone or letter.
- Parliamentary and Health Service Ombudsman: Referring service users to the Ombudsman (MP filter, 12 months, helpline 0345 015 4033).
- Citizens Advice numbers reused from earlier guides (checked 24 September 2026).