Complaints procedure

If you are unhappy with our service or you think we've got something wrong, please let us know.

How to contact us

You can phone us on 0345 606 0777 or 0845 606 0777

Text Relay – if you call from a textphone 18001 0345 606 0777

There will usually be someone to take your call from Monday to Friday, 9am to 5pm.

Our email address is ice@dwp.gsi.gov.uk

We only reply to emails that are related to the work we do.

What happens next

If a written response is required, we aim to:

  • acknowledge your complaint within 2 working days of receipt
  • send you a full response within 3 weeks (if it’s going to take longer, we’ll let you know within 3 weeks and tell you why)

If you’re not satisfied

If you’re unhappy with the way we’ve handled your complaint about us, you can ask your Member of Parliament to refer your complaint to the Parliamentary and Health Service Ombudsman.

In Northern Ireland, you can refer your complaint to the Northern Ireland Public Services Ombudsman.

Service standards

Performance – 1 April 2016 to 31 December 2016

Activity Target Performance
Contact the complainant to discuss the next steps Within 10 working days of initial contact 96.7%
Resolve complaints Within 8 weeks of accepting them for examination 85.5%
Clear settlements and investigation cases Within 15 weeks of the start of the investigation 36%
Respond to complaints about our service Within 15 working days 86%

We also asked complainants how satisfied they were with the service we provided. Of those who responded, 87% said they were satisfied.

Previous performance information is available in our annual reports and archived annual reports.