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Public Services
Most public bodies have their own complaints process with two or three stages, then an independent reviewer. For UK government departments the final step is the Parliamentary and Health Service Ombudsman, which you reach through your MP. NHS complaints go to the same Ombudsman directly, and council complaints go to the Local Government and Social Care Ombudsman.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Government Departments
How Complaints Work
Government bodies usually handle complaints in stages. DVLA aims to reply within 10 working days at each of its two stages, then you can ask for an Independent Complaints Assessor. HM Passport Office replies within 15 working days, then reviews, then you can go to the Independent Examiner of Complaints within 3 months. source
HMRC
HMRC looks at a complaint in a first tier review and then, if you ask, a second tier review by a different person. After that you can go to the Adjudicator's Office, which is free and independent. HMRC will consider refunding reasonable costs caused by its mistakes or delays, such as postage, phone charges and professional fees. source
Your MP and the Ombudsman
The Parliamentary and Health Service Ombudsman looks at complaints about UK government departments and the NHS in England. For government departments you go through an MP, within a year of becoming aware of the problem. It cannot look at councils, police, judges or private healthcare that was not NHS-funded. source
Benefits
Challenging a Benefit Decision
To challenge a benefit decision, such as Universal Credit or PIP, ask for a mandatory reconsideration, usually within one month of the decision. If you still disagree, you can appeal to an independent tribunal, usually within one month of the reconsideration decision. Appealing is free. source
Complaining About DWP
For poor service from DWP, raise it with the team first, then the DWP complaints team (it aims for 15 working days but says it cannot currently meet this). After a final response you have 6 months to go to the Independent Case Examiner. source
Health, Councils and Police
NHS Complaints
Complain to the NHS service first, normally within 12 months. You can go to the Ombudsman at the end of the NHS process, or if your complaint has not been dealt with after six months. Free local advocacy can help you complain. source
Council Complaints
Complain to the council first and go through its complaints stages. The Local Government and Social Care Ombudsman is free; if the council does not respond it suggests waiting up to 16 weeks in most cases, and it usually cannot look at problems you knew about more than 12 months ago. source
Police Complaints
Complain about the police to the force itself (in writing, on 101 or at a station) or through the IOPC website, which passes it to the force. If you are unhappy with the outcome you can apply for a review within 28 days. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 1 monthChallenge a benefit decision (mandatory reconsideration)Usually within 1 month of the decision
- 1 monthAppeal a benefit decision to the tribunalUsually within 1 month of the reconsideration decision
- 6 monthsGo to the Independent Case Examiner (DWP)Within 6 months of the final response
- 3 monthsGo to the Independent Examiner of Complaints (Passport Office)Within 3 months of the final review
- 12 monthsHealth Ombudsman (NHS England) or via your MP (government)Within 12 months of becoming aware
- 28 daysPolice complaint reviewWithin 28 days of the outcome
Where to Go If It Is Not Put Right
Free routes to escalate, and when each one applies.
Parliamentary and Health Service Ombudsman
After the body's own process: NHS England directly; UK government departments through your MP.
Local Government and Social Care Ombudsman
After the council's complaints process, usually within 12 months. Free.
Independent Case Examiner (DWP)
Within 6 months of a final response from the DWP complaints team.
The Adjudicator's Office (HMRC)
After both of HMRC's complaint tiers. Free and independent.
Steps to Take
Step 1 of 6
Contact the team you dealt with and ask them to put it right; this is often quickest.
Step 2 of 6
If that fails, make a formal complaint in writing and keep a copy, with dates and reference numbers.
Step 3 of 6
Ask for the next stage (a review) if you are unhappy with the reply.
Step 4 of 6
Go to the independent reviewer named in the final reply (for example the Adjudicator's Office, Independent Case Examiner or Independent Complaints Assessor).
Step 5 of 6
For government departments, ask your MP to refer you to the Ombudsman; for the NHS and councils, contact the Ombudsman directly within 12 months.
Step 6 of 6
To change a decision (such as a benefit award or a school place), use the appeal route, not the complaints process.
(Tap the numbers to reveal steps)
Evidence and Your Letter
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Evidence Checklist
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How This Works
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Tick off the evidence you already have, and see what is still missing.
- 2
Answer the letter questions. Your answers fill in the wording for you.
- 3
Copy or download the letter, check every detail, and send it yourself.
A template, not legal advice.
Watch Out For
Common traps and scams to avoid.
Copycat websites charge extra for passports, driving licences and tax services: use GOV.UK.
Scam texts and calls pretending to be HMRC offering a refund: HMRC tells you about refunds by letter or in your online account.
Missing an appeal deadline: complaints and appeals are different routes, and appeals have strict time limits.
Recent or changing rules: tap to read
Checked 13 October 2026. DWP says its complaints team cannot currently meet its usual 15 working day target. The Local Government and Social Care Ombudsman said its online complaint form was temporarily unavailable. The IOPC guide is dated March 2022; its review rights apply to complaints made on or after 1 February 2020.
Common Problems
Step-by-step help for a specific problem covered by this guide.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Not sure where you stand? Try our action plan tool or the free letter templates.
Sources and official links
- gov.uk/government/organisations/driver-and-vehicle-licensing-agency/about/compla Checked 13 October 2026
- gov.uk/complain-to-hm-revenue-and-customs Checked 13 October 2026
- ombudsman.org.uk/making-complaint/what-we-can-and-cant-help Checked 13 October 2026
- gov.uk/mandatory-reconsideration Checked 13 October 2026
- gov.uk/government/organisations/department-for-work-pensions/about/complaints-pr Checked 13 October 2026
- ombudsman.org.uk/making-complaint/before-you-come-to-us/complain-change/tips-mak Checked 13 October 2026
- lgo.org.uk/how-to-complain Checked 13 October 2026
- policeconduct.gov.uk/sites/default/files/documents/20220707_A_guide_to_complaint Checked 13 October 2026
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.