Universal Credit complaints and appeals

If you think a Universal Credit decision is wrong, or you are unhappy with the service you have received, there are two separate routes. Challenging a decision (for example about how much you get, or a sanction) starts with a mandatory reconsideration. Complaining about service (for example delays, rudeness or lost evidence) goes through the DWP complaints process. You can do both at the same time if both apply. This is an independent guide; the official processes are run by DWP.

Challenging a decision: mandatory reconsideration

A mandatory reconsideration means asking DWP to look at a decision again. It is free. You can ask if you think a mistake was made, important evidence was missed, or you simply disagree with the reasons.

Time limit

You usually need to ask within one month of the date on your decision letter or notification. You can ask later if you have a good reason — for example, you were in hospital or had a bereavement — so explain why you are late.

How to ask

• Through your journal — usually the easiest for Universal Credit, and it gives you a written record.
• By phone on the helpline 0800 328 5644 (Welsh 0800 328 1744), Monday to Friday 8am to 6pm.
• By letter or form, using the details on your decision letter.

What to include

• The date of the original decision
• Your name, address, date of birth and National Insurance number
• Which part of the decision you think is wrong, and why
• Any evidence that supports what you are saying — for example medical letters, payslips, tenancy agreements or messages

Tips: keep it clear and factual; quote the decision you disagree with; list each point separately; and keep copies of everything you send. If you need help writing it, a Citizens Advice adviser can help.

If you still disagree

You will get a "mandatory reconsideration notice" with the outcome. If you still disagree, you can usually appeal to an independent tribunal. The notice explains how. Your decision letter will also say if a decision cannot be reconsidered or can go straight to appeal.

Making a complaint about the service

Step 1: raise it directly

For Universal Credit you can raise a concern online using DWP's Make a complaint service, through your journal, or by calling 0800 328 5644. Often the team dealing with your claim can put things right quickly.

Step 2: the DWP complaints team

If you are not happy with the first response, or the problem has not been fully resolved, you can ask for your concern to go to the DWP complaints team. They aim to resolve complaints within 15 working days, though DWP has said it is currently receiving a high number of complaints and replies are taking longer. You will get a final response by phone or letter.

Step 3: the Independent Case Examiner (ICE)

If you are still unhappy after DWP's final response, you can ask the Independent Case Examiner to look at your complaint. You must have had DWP's final response first, and you need to contact ICE within six months of receiving it. You can write to The Independent Case Examiner, PO Box 209, Bootle L20 7WA, or email contact@ice.gov.uk. ICE also offers a BSL video relay service. Your final response from DWP will explain how to go to ICE.

Step 4: the Public Service Ombudsman

If you are not happy with ICE's final response, you can ask your MP to refer your complaint to the Public Service Ombudsman. This must be within 12 months of ICE's final response.

Get free help

Challenging a decision or complaining can feel daunting. Citizens Advice can help you prepare, and Help to Claim advisers can help with problems early in a new claim — see our new claim page and extra support page for numbers.

Last checked against official sources: 23 October 2026. Numbers and opening hours can change — if in doubt, check GOV.UK.