Compensation for poor service: staff guide

A DWP staff guide that explains DWP's financial compensation principles and processes.



This document describes:

  • the scope of, and authority for, the department’s special payment scheme

  • the underlying principles for ensuring that financial redress is used correctly

It’s not a rigid set of rules. Though it shows important principles, it cannot and does not intend to provide a blueprint for every situation. Each case must be considered on its own merits, in the light of the particular circumstances of the case. However, as the department aims to provide similar remedies for similar injustices, the principles must be applied to every case.

What is maladministration?

Unfortunately, we don’t always get things right first time. The term ‘maladministration’ is not defined, but is sometimes used to describe when our actions or inactions result in a customer experiencing a service which does not match our aims or the commitments we have given. It applies to situations in which we have not acted properly or provided a poor service. For example: wrong advice, discourtesy, mistakes and delays.

Why we publish this guide

We publish this guide to help people understand how we make decisions.

Complaints procedure

If you want to complain about the service you get from DWP or from an organisation that provides its services, use our complaints procedure.