Not sure if I am in the right section for this, but I hope someone can help!
This was an income support case. I don't think I need to go into the details, suffice to say, we have been advised that she has a very good case for an ex-gratia payment due to maladministration.

The request for ex-gratia was made to the income support section in Carlisle in October last year. I was told by the decision maker that it would be sent to the ex-gratia section in Inverness and the client would hear from them. So far, nothing. I have rung my contact at the Jobcentre several times. He has told me that he is not allowed to give me their contact details and that he cannot chase it up on our behalf. It seems to have fallen into a black hole and there is no way to find out what has happened.
Any advice on this would be very much appreciated.

Any centralised DWP team involved in benefit delivery, which does not have direct access, is accessed via the local DWP Benefit Delivery Centre (there is one in Carlisle). They act as the intermediary for any queries etc. They should take your query, pass it on to the relevant section, who will then forward the answer to the BDC, for onward transmission to you...Yes I know it's a pathetic system, especially when the telephone agent at the BDC doesn't know the system!!!

A complaint to the Customer Services at the BDC is in order.

I am sure that is right. It seems weird that they are refusing to chase it up for me or even give me any suggestion as to how to pursue it. I think I will put a complaint in writing as you suggest.

Many thanks for that advice.