Month: June 2016

How to Complain to the Jobcentre or DWP

 

dole-queue(photo: Johnny Void)

As a jobseeker or if you are on ESA, claiming  benefits can often unfortunately be problematic. Problems claimants experience include delayed benefit payments, behavioural issues with Jobcentre staff and long waiting times to get through to the DWP’s helpline.

We encourage you to make a written complaint.  The ‘official’ DWP advice is explained in the link below:

http://www.gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure

It says that you can complain in person or on the phone to the Jobcentre. However, this often goes wrong, as you do not have your own written proof that you made the complaint.

So, we advise you to take the following easy steps:

  • Write down your complaint in an email
  • Include a sentence where you offer to verify this email i.e. show it is from a ‘real’ person. The DWP have a policy to ignore emails that cannot be verified. For this reason, we recommend that you state the following in your complaint email:
    “I am happy to verify this email in person with my ID.”  Don’t forget to add your National Insurance number and personal address to identify your claim.
  • Write ‘Complaint’ in the subject line of your email
  • Copy in a friend who you can trust in the email
  • Send the email to: correspondence@dwp.gsi.gov.uk
  • Allow 15-20 days for a response (15 days is the stated DWP waiting time for responses)
  • If you have no reply by then (or an unsatisfactory one), you can then write to: ministers@dwp.gsi.gov.uk
  • Wait another 15-20 days. If this  does not work for you, you can then complain to the Independent Case Examiner and after that through your MP to the Parliamentary and Health Service Ombudsman. These stages are explained in the DWP ‘Complaints procedure’ weblink above

Tips for writing your complaint:

  • Don’t swear
  • Don’t make unfounded allegations (i.e. be sure to have something to back up what you are saying)
  • Describe what happened to you (calmly like a neutral witness)
  • Explain what should have happened
  • Explain what you think should happen now (to resolve the situation), or simply ask them to rectify the situation.

Why Complain?

Because it is important to inform the DWP about problems, so that they can understand that improvements are necessary. By doing so, and by copying in a friend or somebody who you can trust, you are creating a written record of your case and evidence of what you said and when, and it will be harder for the DWP to ignore your complaint or claim that they never received it. You CAN get results!

Further help: 

LUS is a campaigning organisation fighting for a quicker, more efficient complaints process for claimants.

Due to our limited resources we are unfortunately not able to do casework. But please contact your local Citizens Advice, Law Centre, trades union or other advice agency if you need further help with writing the complaint. Or if you live in these areas, join one of our local Stand Up For Your Rights groups in Southwark, Waltham Forest or Islington – or set up one of your own! Contact nickplus007@gmail.com for more information and guidance on this.

Relevant links:

http://www.gov.uk/government/publications/about-the-dwp-our-service-standards-leaflet

http://www.whatdotheyknow.com/request/complaints_and_responses#incoming-802719

http://www.whatdotheyknow.com/request/complaints_processing#incoming-803514

For other comments, such as compliments or feedback, the DWP gave these contacts:

Contact Centres ccscustomerfeedback.handlingteam@dwp.gsi.gov.uk
Helpline helpline.customerservices@dwp.gsi.gov.uk

Have you experienced issues with the DWP or Jobcentre as a jobseeker? Comment below or tweet us @LUSACTION and share your views.