Petition · past parliament
Enable ALL DWP complaints to be made online
Closed
117 signatures
What the petition asks
The DWP complaints process is a complete failure.
Telephone complaints are in the majority of cases not investigated and no formal response is sent out
Complaints in writing are often ignored
Telephone complaints are in the majority of cases not investigated and no formal response is sent out
Complaints in writing are often ignored
UC and JSA online complaints are often not investigated and
no acknowledgement with a ref is provided. The online system should be extended to include complaints against all types of pensions and benefits.
THE PROBLEM IS THAT CLAIMANTS CANNOT PROVE THAT THEY MADE A COMPLAINT. THERE IS NO PROPER TRACKING SYSTEM
HMRC's online complaint form via the personal tax account is an example of a system that works extremely well. The complainant receives a PDF containing full details of the complaint together with a tracking ref
The DWP should adopt and introduce the same type of complaint form/ features as HMRC
no acknowledgement with a ref is provided. The online system should be extended to include complaints against all types of pensions and benefits.
THE PROBLEM IS THAT CLAIMANTS CANNOT PROVE THAT THEY MADE A COMPLAINT. THERE IS NO PROPER TRACKING SYSTEM
HMRC's online complaint form via the personal tax account is an example of a system that works extremely well. The complainant receives a PDF containing full details of the complaint together with a tracking ref
The DWP should adopt and introduce the same type of complaint form/ features as HMRC
Timeline
| 30 Jul 2019 | Petition opened for signatures |
| 6 Nov 2019 | Closed to new signatures |
Key facts
Signatures
117
Status
Closed
Opened
30 Jul 2019
Closed
6 Nov 2019
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Source: the official petition page. Last checked 15 Jul 2026.