DWP Complaints Address

I think is still up to date

We encounter problems with complaints often. Complaints are ignored and then there is nowhere to go.

It is also irritating that partnership managers have no access other than by email to other parts of the DWP such as those concerned with PIP, DLA, AA, CA or the Pensions Service.

Frankly, the response to complaints generally is very poor.

Where email addresses are available, these are unsuitable to use for complaints because sending personal and sensitive information that is not encrypted is not appropriate. We can, of course, send encrypted attachments (PDF files or Word documents) but without a telephone number or fax, we can only send the password by email which is also not acceptable.

The best way for the JCP complaints, for me, is to send the encrypted file to the partnership manager and then text him/her with the password (they have mobiles) to open it.

For PIP, DLA, AA, CA or the Pensions Service, it’s just non-digital by default and hope it doesn’t get lost in Wolverhampton.

It would be great if the issue of have effective complaints channels that catered for digital could be raised with stakeholders.

As for UC who knows? We go Full Service next Wednesday.

I have tended to use the DWP correspondence email address. Must annoy the heck out of them but it makes absolutely certain that your complaint is correctly directed from the off and gets dealt with precisely because it came from there.

.(JavaScript must be enabled to view this email address)

My use of it has never been queried and I always throw something in along the lines of it being helpful if they could help me avoid using that email address in future by giving me an address I could use. Never happens.

Mr Birks!  You’ve not been reading your emails!

Up to date contact details for NW Complaints Team….

.(JavaScript must be enabled to view this email address)

Complaint Resolution Team| Department of Work and Pensions | North West England | I Edendale House I Lathom Road I Huyton I Liverpool | L36 9XS | 0151 676 9929

Thanks John B and Robbo, both really useful.

But why are these things made so hard to find? It’s almost as if the DWP didn’t want to make it easy to complain…

Just to update, we’ve been told that the NW complaints team are being disbanded, and the work moving over to an office in Warrington.

Same email address should be OK for the moment.

Will there be an announcement?  All agog.

I suppose we’ve had a bit of Covid inbetween, but I emailed the complaints team above and it’s no longer a working address. 

I emailed .(JavaScript must be enabled to view this email address), and got a fairly quick response, but this was from HULL. 

Have we lost our NW complaints team? 

Can’t believe we don’t make enough complaints to keep a team busy in these parts.  I’m always moaning about something.

Anyone know what’s happening?

Said email address goes via Whitehall who then ensure the correct direction of travel and appear to monitor speed of outcomes. Hull was presumably the correct destination for your issue?

We shall see…the email suggested Hull would be appropriate to deal with the ESA issue of the complaint, but I was complaining about UC as well - and if we haven’t got a general complaints team to deal with it, I’m not reassured that the substance of the complaint (failure of the two offices to communicate/establish sensible procedures) will be overlooked.