In relation to the complaints process generally, we have compiled these instructions, which I hope you will find useful:
In order to make a complaint, you should:
- Check the contact details at the top of letters you have received from the DWP’s Disability and Carers Service. This local office is where to send your letter of complaint to the DWP.
- If your claim has been forwarded to ATOS or Capita, you will also need to send a letter of complaint to that local ATOS/Capita office.
- If you are not sure where to send your complaint, call the PIP helpline on 03458 503 322 to find out.
Within your letter of complaint, ensure that you:
- Include your name, date of birth, national insurance number, and all your contact details;
- State your PIP claim reference number;
- Call the letter “a formal complaint”;
- State the date you first called the DWP to make a PIP claim (this is the date of your claim);
- Say how long you have been waiting;
- Explain how many times you have chased your application, how and when;
- Say that you want the letter to be dealt with a formal complaint under the complaints procedure; and
- Ask them to confirm receipt as soon as possible and explain how your PIP application will be processed in a timely manner.
If you are not happy with the response (e.g. it does not explain how your PIP claim will be resolved quickly) then you can:
- Ask for your complaint to be sent to the Director General of Operations for the DWP, who aims to deal with complaints within 15 working days; and
- If you are unhappy with the response of the Director General of Operations, you can ask for an Independent Case Examiner to investigate; and
- If you are unhappy with the ICE’s response, you can then ask your MP to make a complaint to the Parliamentary and Health Service Ombudsman.