Complaints to DWP
Tower Hamlets
You can
either email complaints or write to DWP to make a complaint (attach a form of
authority if you are doing it on behalf of a client). Send complaint letters to the address on the
top of letter and mark it ‘COMPLAINT’, unfortunately in our experience letters
it’s a bit hit and miss whether they will get it, let alone in good time or
actioned on! DWP have recommend that where ever possible – email complaint or
take paper version to the local office and request that I is scanned and sent
to the correct department
Local operational sites
·
HACKNEY.BDCCUSTOMERSERVICES1@dwp.gov.uk Complaints
about ESA Work Capability Assessments JCP
HACKNEY bdc customer services
·
CAERPHILLY.CRTCOMPLAINTSTEAMLEADERSESACHANGESINBOX@dwp.gov.uk Complaints about ESA claims and maintenance
·
correspondence@dwp.gov.uk - central
inbox from where complaints and correspondence can be sent and will then be
forwarded to the relevant team.
National email contacts
·
Personal Independence Payment WALES-DBC-CUSTOMERSERVICES@dwp.gov.uk
·
Universal Credit UCFS.DECISIONMAKERS@dwp.gov.uk
Escalating Complaint contact Tier 1
complaint
- If
you’re not getting the service you expect from that intervention, you can raise
a formal complaint to:
- L.E.CRT@dwp.gov.uk
or jennie.wright@dwp.gov.uk
Team
Manager: Jennie Wright Complaints Resolution Team Manager, Department of
Work and Pensions | London & Essex Complaints
Resolution, Acton Job Centre, Mail Handling Site A, Wolverhampton, WV98 1HH
Direct Dial: 0208 8118230 Mobile 07384876724Textphone 0845 608 855
Direct Dial: 0208 8118230 Mobile 07384876724Textphone 0845 608 855
General Complaints contacts and escalation
to Tier 2
- The ‘correspondence’ email above is also the mailbox to use if you want to escalate your complaint to Tier 2, if you’ve had an unsatisfactory response from the first tier teams outlined above.
- The ‘correspondence’ email above is also the mailbox to use if you want to escalate your complaint to Tier 2, if you’ve had an unsatisfactory response from the first tier teams outlined above.
General Guidance on DWP Complaints Procedure
- Contact the office that deals with that particular claim. If this is not possible, call the helpline
and explain the complaint - what has happened, how this has
affected the client/their family and what should happen to put things right.
The front line officer should try to resolve the complaint there and then. They
may engage the team leader or manager in order to reach a solution, and promise
a call back within 48 hours.
- If you/the client are
dissatisfied with the outcome at this stage, it should be passed on to a complaint resolution
manager who should provide a full response within 15 working days. This is
known as a Tier 1 complaint.
- If the response is still not satisfactory, the next stage is to write to the Director General of Operations for DWP with details of the complaint and the reason
you are not satisfied with the outcome.
They aim to deal with complaints within 15 working days. This is called Tier 2
complaint.
- If you are still unhappy with the
outcome at this stage, you can ask the Independent Case Examiner (ICE) to
investigate the complaint. ICE is independent and impartial. Complaints to ICE
can be made in writing or by telephone. More details can be found in their
website. ICE will refuse to register a complaint from someone who has not yet
exhausted all stages of the internal procedure. A complaint to ICE should be
made no later than six months from the final response.
- Finally, you can approach your
local MP if you are still not satisfied having gone through the full internal
procedure, asking the MP to forward the matter to the Parliamentary Ombudsman.
You will need to complete a form and attach copies of all previous
correspondences. Form can be downloaded from parliamentary ombudsmen website.
- Jim Fitzpatrick MP jim.fitzpatrick.mp@parliament.uk
Telephone: 020 7219 5085/6215
(Westminster: 020 7536 0562)
- Rushanara Ali MP rushanara@rushanaraali.org
Telephone:
020 7219 7200
Other complaints
resources
National partnership team contacts
The partnership managers should
be able to give you the email address for the district complaints resolution
teams (CRT): https://www.gov.uk/government/publications/dwp-partnerships/national-partnership-teams
CPAG
Judicial Review Project
Contact and Template Letters
CPAG Welfare Benefits and Tax
Credits Handbook Chapter on Complaints
Complaining about your phone or internet service provider
If
you wish to file a complaint or dispute a bill, follow these steps:
1. Contact
your provider’s
customer service directly.
2. If this doesn’t work, make a formal complaint to the company.
Information on how to do this will usually be on the back of the bill or on the
website.
3. If the provider is unable to
resolve the issue, ask for a letter giving your supplier’s final response. If
you are unhappy with this final response, you can then take your complaint to an Alternative Dispute Resolution (ADR) scheme.
ADRs will assess the case from both sides and will usually
come to a decision within six weeks.
If the ADR scheme agrees with your complaint, it can order
the service provider to fix the issue, make a payment to you or take other
steps. This decision is final and binding on the provider. It cannot be
appealed or overturned, however, you are still free to seek legal advice if you
do not accept the ADR scheme’s decision.
If you have not received the decision in 8 weeks, you can
contact the ADR directly (see below).
ADR scheme
contact information:
All service providers must belong to one of these schemes:
Ombudsman
Services: Communications
Phone: 0330
440 1614
|
The
Communications and Internet Services Adjudication Scheme (CISAS)
Phone: 020
7520 3814
Email: cisas@cedr.com
|
You can use Ofcom’s ADR checker to see
which organisation your provider belongs to: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/adr-schemes
Complaining
about your housing
You
can complain to your landlord if they’re doing something you’re unhappy about,
for example:
-
If
they are harassing you, e.g. entering your home without your permission
-
If
they aren’t doing repairs they’re responsible for
-
If
they discriminate against you, e.g. charging you a higher rent or deposit based
on your age, sex, race, nationality.
1.
Write to your landlord about the problem. Keep a
copy of the letter.
2.
If
this does not resolve the issue, complain
to a designated person. This can be your MP, local councilor or Tenant
Panel. If they cannot help, they can refer the complaint to the Housing
Ombudsman.
3.
Escalate the complaint to the
Ombudsman.
You can do this 8 weeks after your landlord has given their final response to
your complaint, or if you have not received a reply after 8 weeks.
The Ombudsman may:
-
Refer your case to a different organisation if
the issue is not within their jurisdiction.
-
Work
with you and your landlord if they believe there is a way to resolve the issue.
-
Carry
out an investigation if appropriate.
The
Housing Ombudsman resolve housing disputes independently and impartially and
will consider both sides of the issue.
Housing Ombudsman contact
details:
Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
https://www.housing-ombudsman.org.uk
|
Complaining
about your water provider
You can complain to your
water company if they’re doing something you’re unhappy about, for example:
-
Interruption
to your water supply
-
Water
pressure
-
Failure
to keep an appointment
-
Their
response to account queries
-
Sewer
flooding
-
Installing
meters
1.
Write to your water company. Keep a copy of the letter.
You should receive a reply within 10 working days. If not, the company must pay
compensation within 10 working days.
2.
Complain to the Consumer
Council for Water
(CCWater) if you are unhappy with the water company’s response.
The CCWater is an independent
organisation that deals with complaints about water companies. They are there
to answer your questions, provide guidance and information, and take up unresolved
complaints to water companies.
If the CCWater cannot resolve the issue
they will refer you to OFWAT, or you can do so directly if you are unhappy with
the outcome. You should contact CCWater first as they will usually deal with
complaints more quickly.
3.
Complain to the Office of
Water Services (OFWAT).
The OFWAT is an independent organisation set up by the
government to monitor and regulate water companies.
Contact information:
CCWater
Phone: 0845 039 2837
www.ccwater.org.uk/make-a-complaint
|
OFWAT
Phone: 0121 625 1422
Email: mailbox@ofwat.gov.uk
|
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