Complain to the Independent Case Examiner about the service you’ve had from any agency of the Department for Work and Pensions (DWP) if your complaint has not been resolved by them.

DWP agencies include Jobcentre Plus, the Disability and Carers Service, the Pension Service, Debt Management, Financial Assistance Scheme, Child Support Agency and Independent Living Fund.

You must have already had a letter from the agency saying it’s their final response before contacting the Independent Case Examiner.

How to complain

Contact the examiner, explaining what happened and when.

Independent Case Examiner ice@dwp.gsi.gov.uk
Telephone: 0345 606 0777 or 0845 606 0777
From outside the UK: +44 151 221 6500
Fax: 0151 221 6601
Typetalk: 18002 0151 221 6500
Monday to Friday, 9am to 5pm
Find out about call charges

Independent Case Examiner
PO Box 209
Bootle
L20 7WA

You need to send your complaint within 6 months of getting the final response.

The examiner can ask DWP to re-open your case if they uphold your complaint. They won’t pay your legal fees.

If your complaint is not upheld

Complain to the Parliamentary and Health Service Ombudsman if you’re unhappy with the response from the examiner.