How to Make a Universal Credit Complaint

What to Include

Include your National Insurance number, full name, address and phone number, what happened, when it happened and how it affected you, and what you want DWP to do.

How DWP Deals With Complaints

DWP aims to resolve complaints within 15 working days, but says it is receiving a high number of complaints, so it may take longer. You get a final response from the DWP complaints team by phone or letter. Keep it, because the Independent Case Examiner will ask for a copy.

Writing to the Independent Case Examiner

Write within 6 months of DWP's final response. Include a copy of that response or, if it was by phone, the date of the call, the name of the person you spoke to and a summary. Add your name and address, National Insurance number, phone number and email address, a clear explanation of your complaint, and how you would like to be contacted.

The Independent Case Examiner says it will tell you within 2 weeks whether it can accept your complaint. It looks at problems such as delays, poor service and procedures not being followed, not whether a decision about your Universal Credit was right.

Complaint or Mandatory Reconsideration

A complaint is about how you were treated, such as delays, mistakes or poor service. If you think a decision about your Universal Credit is wrong, ask for a mandatory reconsideration in your journal instead. You usually need to ask within one month of the date of the decision.