Sample complaint letter and relevant guidance/information

Date

District Manager
DWP Complaints
Post Handling Site B
Wolverhampton
WV99 2GY

Email is best

District Manager Emails:
https://www.gov.uk/government/publications/local-partnership-opportunities-with-jobcentre-plus/jobcentre-plus-district-managers-contacts-for-partnership-opportunities



Dear [add name]

Formal Complaint: [subject matter]

I am writing to ask you to investigate my concern(s) in line with your complaints and maladministration policies as follows:

Add some background if applicable

The facts

• What happened?
• Date and details

Examples of evidence to include/attach

• Latest freedom of information request
• Relevant legislation
• Inconvenience and costs
• Injustice and hardship/harm resulting from maladministration
• Breach of the Civil Service Code of Conduct

Resolution examples

• An apology
• A change in process/procedure
• Financial redress
• Change of work coach

In your response please provide details of the relevant internal policy information and/or the legislation you have used.   This is a formal Freedom of Information request for a copy of the guidance/legislation you have applied if I have not already supplied it.

I look forward to receiving a written reply within 15 days.

Yours sincerely

Signature

Name
NI no.

Copy to MP ?

https://www.parliament.uk/mps-lords-and-offices/mps/


References

Complaints procedure
https://www.gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure

DWP Customer Charter
https://www.gov.uk/government/publications/our-customer-charter

Staff & Provider Complaints
https://www.whatdotheyknow.com/request/155225/response/377558/attach/html/4/Guidance%20for%20complaints%20about%20providers.pdf.html

https://www.whatdotheyknow.com/request/155225/response/377558/attach/html/5/Guidance%20for%20complaints%20about%20staff.pdf.html

Special Payment Guide
https://www.whatdotheyknow.com/request/277119/response/674068/attach/html/3/Guide%20for%20special%20payment%20officers.pdf.html

Financial Redress for Maldministration Guide
https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/671381/financial-redress-for-maladministration-dwp-staff-guide.pdf

Civil Service Conduct and Guidance
https://www.gov.uk/government/collections/civil-service-conduct-and-guidance

Citizens Advice information
https://www.citizensadvice.org.uk/benefits/benefits-introduction/problems-with-benefits-and-tax-credits/complaining-about-the-service-you-ve-received-benefits-and-tax-credits/


Keep to the facts and stay calm.   Take advice if you need it.

It is usually worth trying to resolve a dispute informally first.