How to complain
If you wish to complain about any aspect of our service you can contact the Complaints and decision review team.
What happens next
They will aim to deal with your complaint within 15 working days of receiving it.
If you are unhappy about a decision we have made about your application or award you can ask us to review it.
You can ask for a decision review by contacting the Customer Service team.
You will need to tell us why you think the decision is wrong or provide new information that might affect the decision.
What happens next
We will try and reply to you within 15 working days. If we think it will take longer than this to give you a full reply, we will write and let you know.
After we have completed the decision review we will write to you and let you know the outcome. We will write within 15 working days from the time we have gathered all the necessary information to complete a review.
If you’re not satisfied
If you’re unhappy with the decision made by the Customer Service team, you can ask for a further review.
Taking things further
If you have been through our complaints procedure and you are still unhappy, the next step is to appeal to the Independent Case Examiner. They provide a free service to examine complaints from people who feel dissatisfied with the way they have been dealt with.
If you have tried to resolve your complaint, but you are still unhappy, your MP may be able to refer the matter to the Parliamentary and Health Service Ombudsman.
We have successfully reached the government’s Customer Service Excellence standard.
If you write to us, we aim to respond to general letters and emails within 15 working days. You may not get a full reply within the above timescale, but you will know we have received your letter and who’s dealing with your query. You should always receive a full reply within 20 working days.
If you ring us, your call will be answered by our switchboard operator, usually within 1 minute.
Our phone lines are open:
- Mon, Tues, Thurs 9.00 am to 4.30 pm
- Wed 9.00 am to 10.30 am and 11.30 am to 4.30 pm
- Fri 9.00 am to 4.00 pm
The switchboard is closed on English bank holidays.
Respecting each other
We treat our users with respect and this is also how our staff expect to be treated.
How are we doing?
We want to give you the best service we can and we welcome all your comments, complaints or ideas for things we could improve.