DWP Complaints: How to Complain About PIP Decisions and Assessments
By the RightfulUK team • • 4 min read • Reviewed for accuracy
If you've been treated unfairly by the DWP or a PIP assessor, you have the right to complain. Complaints can lead to investigations, apologies, and even changes in how they handle cases.
Here's how to make an effective complaint.
When to Complain
You should complain if:
- The assessor wrote things you didn't say - Your evidence was ignored or lost - You were treated disrespectfully - The DWP took too long to process your claim - Phone staff were unhelpful or rude - Your assessment was inaccurate - Reasonable adjustments weren't made - You weren't told about your appeal rights
Important: A complaint is SEPARATE from an appeal. You can (and should) do both. Complain about the process AND appeal the decision.
How to Complain to the DWP
Stage 1 — Complaint to DWP: Phone: 0800 121 4433 Write: PIP Complaints, Mail Handling Site A, Wolverhampton, WV98 1AA
Include: - Your name, NI number, and address - What happened and when - What went wrong - What you want them to do about it - Any evidence (copies of incorrect reports, etc.)
They should respond within 15 working days.
Stage 2 — If unsatisfied: Ask for your complaint to be escalated to a complaint resolution manager.
Complaining About Your Assessor
PIP assessments are carried out by private companies (currently Capita and Atos/Serco). You can complain to them directly:
What to complain about: - Factual errors in the assessment report - Unprofessional behaviour - Not being allowed to explain your condition fully - Assessment being too short - Accessibility issues at the assessment centre
Always request your assessment report first so you can identify specific errors.
Escalating Your Complaint
If the DWP doesn't resolve your complaint:
Independent Case Examiner (ICE) - Free, independent complaints service for DWP complaints - Can investigate maladministration - Can recommend compensation
Parliamentary and Health Service Ombudsman - If ICE doesn't resolve it - Contact through your MP - Can award financial compensation
Your MP - Write to your local MP about your experience - MPs can put pressure on the DWP - Many have welfare rights surgeries
Making Your Complaint Effective
Tips for a strong complaint:
1. Be specific — Exact dates, times, names if you have them 2. Quote the assessment report — Show exactly what was wrong 3. State what you want — An apology? A new assessment? Compensation? 4. Keep records — Note every call, save every letter 5. Set a deadline — Ask for a response within a specific timeframe 6. Copy your MP — This usually speeds things up
Related Articles
- PIP Denied? Here's Exactly What to Do Next (2026 Guide) — 4 min read
- How to Write a PIP Mandatory Reconsideration Letter That Works — 6 min read
- PIP Tribunal: What Actually Happens (From People Who've Been) — 5 min read
- PIP Assessment Trick Questions: How to Answer Honestly Without Hurting Your Claim — 5 min read
Related Tools & Guides
- Free PIP Eligibility Checker — estimate your likely points
- Mandatory Reconsideration Letter Builder — challenge the DWP decision
- Tribunal Preparation Tool — practice panel questions
- PIP Condition Guides — descriptors for your condition