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Guidance

Annex 6.2: Standard wording for your final response to your participant

Published 29 October 2026

Applies to England and Wales

© Crown copyright 2026

This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.

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This publication is available at https://www.gov.uk/government/publications/confident-futures-provider-guidance/annex-62-standard-wording-for-your-final-response-to-your-participant

Independent Case Examiner (ICE)

A6.2.01 If you are not happy with this response, you can ask ICE to consider your complaint. You should contact them within 6 months from the date of this letter. The ICE service is provided by Department of Work and Pensions (DWP) (which includes Jobcentre Plus) and offers a free, impartial resolution service but does not consider matters of law or government policy.

A6.2.02 You can contact the ICE:

Public Service Ombudsman (PSO)

A6.2.03 You can also, at any time, contact your Member of Parliament who may be able to send your complaint to the PSO. The Ombudsman normally (but not always) expects you to have exhausted both the provider’s complaints process and the ICE services before accepting a complaint for investigation.

A6.2.04 The Ombudsman investigates complaints that government organisations have not acted properly or fairly or have provided poor service. To find out more, please contact by:

A6.2.05 If you require an accessible version of any of the Confident Futures forms listed in this guidance you will need to request them via email at restart.providerenquiries@dwp.gov.uk.

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