The new department for Work and Pensions is responsible for the majority of benefits and disability rights. The following agencies come under the remit of the DWP:
Child Support Agency (CSA)

Pension Service

The Disability and Carers Service

Jobcentre Plus**

Debt Management

The Rent Service England only, for Scotland The Scottish Executive, for Wales The Welsh Assembly, Hafan Cynulliad Cenedlaethol Cymru.

The Health and Safety Executive

Complaints about the benefits system should involve the service rather than the decisions made. If you want to challenge a decision there are procedures for doing this (see below). Complaints should be about incorrect advice or standards of service/discrimination etc. Links to further information have been provided below.

**Jobcentre plus: The work of the Job Centre Plus now incorporates the Employment Agency and the old Benefits Agency and deals with employment and benefits for people of working age. This includes Jobseekers Allowance, Incapacity Benefit, Income Support and the Social Fund.

The Jobcentre Plus Tell us what you think leaflet sets out clear procedures for complaints and the internal systems.

The Disability and Carers Service takes care of the Disability Living Allowance, the Attendance Allowance and the Carer’s Allowance.

Any issue concerning pensions should be taken up with the Pensions Service. Please note that queries about unfair treatment in the workplace should be directed to the Department of Trade and Industry which offers advice and action regarding Employment Relations. The Employment Tribunals Service is part of HM Court Service - Department for Constitutional Affairs.

***Please note that the Veterans Agency (previously the War Pensions Agency) is now under the remit of the Ministry of Defence***

****TPAS, The Pensions Advisory Service is an independent non-profit organisation that provides information and guidance on the whole spectrum of pensions covering State, company, personal and stakeholder schemes. They also help any member of the public who has a problem, complaint or dispute with their occupational or private pension arrangement.

If you want to air your views on policy why not use our Open Forum facility to post a message or opinion for others to see and respond to.

Local Resolution 1: First you must complain to the person or initial point of contact. The Department of Work and Pensions DWP, the Pension Service, Jobcentre Plus, the Child Support Agency (CSA), The Rent Service,The Disability and Carers Service,Debt Management,The Appeals Service, The Health and Safety Executive, all have separate complaints procedures. All but Debt Management are executive agencies of the Department with their own Chief Executives.

The links above will lead you to their individual statements. If your initial approach is not effective then you should contact the Customer Services Manager for the area or the District Manager (in the case of Jobcentre Plus) with your complaint. Their address is easily attainable from the office in question. If your complaint is not dealt with in reasonable time or with satisfactory results then proceed to step 2.
Jobcentre Plus: Your first step should be to mention your complaint to the person you dealt with in the first place. An individual within the Job Centre, usually a customer service manager, should have responsibility for complaints and you will often be referred to her/him. The Jobcentre Plus Job Seeker's Charter sets out clear procedures for complaints and the internal systems.

Local Resolution 2: PLEASE NOTE THAT YOU MUST HAVE COMPLETED STEP 1 BEFORE PROCEEDING FURTHER. If your complaint is still not resolved to your satisfaction then you can pass your complaint on to the Chief Executive of the CSA, or the relevant agency of the DWP. If you are unsatisfied with the response from or on behalf of the Chief Executive of the CSA, you can approach the Independent Case Examiner in the case of CSA.

Authorities: The DWP complaints procedures replace the old DSS extensive procedures. However there remains an independent regulatory authority that will investigate your complaint if it fails. You will need to ask your MP to refer your complaint to the Parliamentary Ombudsman for complaints against departments and agencies involved in English matters. For complaints against certain departments and agencies in Scotland, you can ask your SMP to refer your case to the Scottish Parliamentary Commissioner for Administration. For complaints against certain departments and agencies in Wales, you can complain directly to the Welsh Administration Ombudsman. For complaints against departments and agencies in Northern Ireland, you can complain to the Northern Ireland Ombudsman via a MLA.

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organise free legal representation for you.