You have the right to expect a reasonable standard of service from the people dealing with your benefit claim. Service includes things such as meeting target times for dealing with claims and providing interpretation facilities. 

Most government departments that deal with benefits, including your local authority, will have a charter or standards of service that sets out and what you can expect. You will be able to get this from their offices or websites.

You can make a complaint if, for example:

• You have received poor service
• You have been disadvantaged because of their mistakes or a slow response
• They have discriminated against you

You can complain whether or not you have made a claim for benefits. However, if you have claimed a benefit and you think a decision is wrong, you will not be able to change the decision by making a complaint. You will have to challenge the benefit decision as well.

Applies: England, Wales, Scotland and Northern Ireland.

You should make your complaint to the office that caused the problem. This could be the department that dealt with your claim or it could be a different place where you made an enquiry and got advice. It could be one of the following:

• Your local council for Housing  Benefit (England, Wales, Scotland)
• The Northern Ireland Housing Executive and the Rates Collection Agency for Housing Benefit (Northern Ireland)
• HM Revenue and Customs for Tax Credits, Child Benefit or Guardian’s Allowance
• The relevant DWP department for Pension Credit, State Pension, Universal Credit, Jobseekers Allowance, Employment and Support Allowance, Income Support, and other benefits paid by the DWP.
• Social Security Scotland for complaints about Scottish benefits (for example Adult Disability Payment, Child Disability payment, Scottish Child Payment)

You may be able to complain informally by talking to a manager at the relevant local office, or just to a member of staff. Make sure you take a note of the name of the person you speak to.

If this does not sort out the problem, you may need to put the complaint in writing. Make sure you keep a copy before sending your complaint.

Most organisations have their own internal complaints procedure that should be available on request. There will usually be a customer service manager or equivalent who acts as a point of contact for complaints. There will then be further formal stages for dealing with the complaint.

Updated: June 2022
 

If you make a complaint, it may result in:

• An explanation of how the problem occurred
• A promise that the problem will be put right, if this is possible
• A change in procedure to help other people in the future, and could help you if you have to use the same office again
• Financial compensation,which is only available in some circumstances. 

If you are unhappy with how the DWP responds to your complaint, you can take the issue to the Independent Case Examiner. If you don't agree with the Case Examiner's response, you can ask your MP to get the Parliamentary and Health Services Ombudsman to look at your complaint.

If you are unhappy with how a council in England responds to your complaint, you can take your complaint to the Local Government Ombudsman.

If you are unhappy with how a council in Scotland or Social Security Scotland responds to your complaint, you can take your complaint to the Scottish Public Services Ombudsman.

If you are unhappy with how a council in Wales responds to your complaint, you can take your complaint to the Public Services Ombudsman for Wales.

If you are unhappy with how the Northern Ireland Housing Executive handles your complaint, you can take your complaint to the NI Public Services Ombudsman.

Updated: Oct 2022