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Contact us / The Complaints Procedure

   
   

This web page tells you how you can make a complaint about services you have received from the Department for Work and Pensions or its Agencies. You should make a complaint through these channels if your previous approaches to the Department have not resulted in a satisfactory resolution of your enquiries.

Our commitment

1. We are committed to providing quality services.

2. We will continue to improve our services by listening and responding to all complaints.

Our aims

3. We want to make sure that:
  • making a complaint is as easy as possible
  • we are advised of, and given the opportunity to resolve all complaints as far as possible.
Our response

4. We will respond as quickly as possible, within an overall maximum of 20 working days following the date your complaint is received. If it is not possible to give you a full reply within this time, we will provide an interim response with information on the action being taken and when you can expect a full response. Our full reply will include details of how to make further enquiries if you still do not feel that your complaint has been dealt with in a proper manner.

Avenues for complaint

5. Complaints should be made firstly to the manager of the office your complaint originated from.

6 . The Inland Revenue is responsible for Tax Credits, questions about National Insurance contributions and, since April 2003, Child Benefit. Complaints about these issues should be addressed to the Inland Revenue.

7. If you are dissatisfied with our service, or the handling of a particular matter, you can make a complaint by:

Telephone: 020 7712 2171
Fax: 020 7712 2386
Letter to: Department for Work and Pensions
Correspondence Unit
Room 539
The Adelphi
1-11 John Adam Street
London
WC2N 6HT

Please ensure that you provide full details of your complaint, including details of where your enquiry is currently being dealt with.

  
   

 

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