When can I make a complaint?
You have the right to expect a reasonable standard of service from the people dealing with your benefit claim. Service includes things such as meeting target times for dealing with claims and providing interpretation facilities.
Applies: England, Wales, Scotland and Northern Ireland.
Most government departments that deal with benefits, including your local authority, will have a charter or statement of standards of service that sets out and what you can expect. You will be able to get this from their offices or websites.
You can make a complaint if, for example:
You have received poor service
You have been disadvantaged because of their mistakes or a slow response
They have discriminated against you
You can complain whether or not you have made a claim for benefits. However, if you have claimed a benefit and you think a decision is wrong, you will not be able to change the decision by making a complaint. You will have to challenge the benefit decision as well.