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Universal Credit and DWP Complaints
For poor service from DWP, including Universal Credit and child maintenance, raise it with the team first, then the DWP complaints team. After its final response you have 6 months to go to the Independent Case Examiner. To change a benefit decision, ask for a mandatory reconsideration instead.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
How It Works
The Stages
Raise it with the team you dealt with (NI number, what happened, what you want). Remedies can include an apology, an explanation, corrective action or a special payment if you lost money. Then ask the DWP complaints team to review it; it aims for 15 working days but says it cannot currently meet this. For Universal Credit, use the online complaint service or your journal (helpline 0800 328 5644). source
Independent Review
After the final response, you have 6 months to go to the Independent Case Examiner. If still unhappy, an MP can refer it to the Ombudsman within 12 months of the Examiner's final response. Benefit decisions, overpayments, sanctions and child maintenance assessments need a mandatory reconsideration instead. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 monthsGo to the Independent Case ExaminerAfter DWP's final response
Steps to Take
Step 1 of 5
Write in your Universal Credit journal or contact the team.
Step 2 of 5
Ask for the DWP complaints team if not resolved.
Step 3 of 5
Say if you lost money and ask for a special payment.
Step 4 of 5
Go to the Independent Case Examiner within 6 months.
Step 5 of 5
To change a decision, ask for a mandatory reconsideration.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
DWP Complaints
Team, then the complaints team.
Independent Case Examiner
Within 6 months of the final response.
Your MP
Can refer a complaint about a government department to the Parliamentary and Health Service Ombudsman.
Good to Know
Small things that make your complaint stronger.
Keep screenshots of journal messages.
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.
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.
Sources and official links
- gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure Checked 13 October 2026