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Public Services
Most public bodies have their own complaints process with two or three stages, then an independent reviewer. For UK government departments the final step is the Parliamentary and Health Service Ombudsman, which you reach through your MP. NHS complaints go to the same Ombudsman directly, and council complaints go to the Local Government and Social Care Ombudsman.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Government Departments
How Complaints Work
Government bodies usually handle complaints in stages. DVLA aims to reply within 10 working days at each of its two stages, then you can ask for an Independent Complaints Assessor. HM Passport Office replies within 15 working days, then reviews, then you can go to the Independent Examiner of Complaints within 3 months. source
HMRC
HMRC looks at a complaint in a first tier review and then, if you ask, a second tier review by a different person. After that you can go to the Adjudicator's Office, which is free and independent. HMRC will consider refunding reasonable costs caused by its mistakes or delays, such as postage, phone charges and professional fees. source
Your MP and the Ombudsman
The Parliamentary and Health Service Ombudsman looks at complaints about UK government departments and the NHS in England. For government departments you go through an MP, within a year of becoming aware of the problem. It cannot look at councils, police, judges or private healthcare that was not NHS-funded. source
Benefits
Challenging A Benefit Decision
To challenge a benefit decision, such as Universal Credit or PIP, ask for a mandatory reconsideration, usually within one month of the decision. If you still disagree, you can appeal to an independent tribunal, usually within one month of the reconsideration decision. Appealing is free. source
Complaining About DWP
For poor service from DWP, raise it with the team first, then the DWP complaints team (it aims for 15 working days but says it cannot currently meet this). After a final response you have 6 months to go to the Independent Case Examiner. source
Health, Councils and Police
NHS Complaints
Complain to the NHS service first, normally within 12 months. You can go to the Ombudsman at the end of the NHS process, or if your complaint has not been dealt with after six months. Free local advocacy can help you complain. source
Council Complaints
Complain to the council first and go through its complaints stages. The Local Government and Social Care Ombudsman is free; if the council does not respond it suggests waiting up to 16 weeks in most cases, and it usually cannot look at problems you knew about more than 12 months ago. source
Police Complaints
Complain about the police to the force itself (in writing, on 101 or at a station) or through the IOPC website, which passes it to the force. If you are unhappy with the outcome you can apply for a review within 28 days. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 1 monthChallenge a benefit decision (mandatory reconsideration)Usually within 1 month of the decision
- 1 monthAppeal a benefit decision to the tribunalUsually within 1 month of the reconsideration decision
- 6 monthsGo to the Independent Case Examiner (DWP)Within 6 months of the final response
- 3 monthsGo to the Independent Examiner of Complaints (Passport Office)Within 3 months of the final review
- 12 monthsHealth Ombudsman (NHS England) or via your MP (government)Within 12 months of becoming aware
- 28 daysPolice complaint reviewWithin 28 days of the outcome
Where to Go If It Is Not Put Right
Free routes to escalate, and when each one applies.
Parliamentary and Health Service Ombudsman
After the body's own process: NHS England directly; UK government departments through your MP.
Local Government and Social Care Ombudsman
After the council's complaints process, usually within 12 months. Free.
Independent Case Examiner (DWP)
Within 6 months of a final response from the DWP complaints team.
The Adjudicator's Office (HMRC)
After both of HMRC's complaint tiers. Free and independent.
Steps to Take
Step 1 of 6
Contact the team you dealt with and ask them to put it right; this is often quickest.
Step 2 of 6
If that fails, make a formal complaint in writing and keep a copy, with dates and reference numbers.
Step 3 of 6
Ask for the next stage (a review) if you are unhappy with the reply.
Step 4 of 6
Go to the independent reviewer named in the final reply (for example the Adjudicator's Office, Independent Case Examiner or Independent Complaints Assessor).
Step 5 of 6
For government departments, ask your MP to refer you to the Ombudsman; for the NHS and councils, contact the Ombudsman directly within 12 months.
Step 6 of 6
To change a decision (such as a benefit award or a school place), use the appeal route, not the complaints process.
(Tap the numbers to reveal steps)
Evidence and Your Letter
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Evidence Checklist
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How This Works
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A template, not legal advice.
Watch Out For
Common traps and scams to avoid.
Copycat websites charge extra for passports, driving licences and tax services: use GOV.UK.
Scam texts and calls pretending to be HMRC offering a refund: HMRC tells you about refunds by letter or in your online account.
Missing an appeal deadline: complaints and appeals are different routes, and appeals have strict time limits.
Recent or changing rules: tap to read
Checked 13 October 2026. DWP says its complaints team cannot currently meet its usual 15 working day target. The Local Government and Social Care Ombudsman said its online complaint form was temporarily unavailable. The IOPC guide is dated March 2022; its review rights apply to complaints made on or after 1 February 2020.
Common Problems
Step-by-step help for a specific problem covered by this guide.
- How to Use the Small Claims Court
- Private Parking Charge: Court Claim Received
- County Court Judgment (CCJ): What to Do
- Bailiffs: What They Can and Cannot Do
- How to Complain to HMRC
- Wrong Tax Code or Owed a Tax Refund
- How to Complain to DVLA
- How to Complain to the Passport Office
- Student Loans Company Complaint
- Universal Credit and DWP Complaints
- Challenge a Benefit Decision: Reconsideration and Appeal
- How to Complain About the NHS
- How to Complain About Your Council
- School Place Refused: How to Appeal
- EHC Plan Decision: Appealing to the SEND Tribunal
- How to Complain About the Police
- Complaining About Courts and Tribunals (HMCTS)
- What Is the Parliamentary and Health Service Ombudsman?
- Blue Badge Refused or Delayed
- Council Tax Reduction: Can You Get Help?
- Carer's Allowance: Who Can Get It
- Free School Meals: Who Qualifies in England
- Child Benefit: Rates, Backdating and the High Income Charge
- Tax-Free Childcare: How It Works
- Disabled Facilities Grant for Home Adaptations
- Challenging a Rent Increase at the Tribunal
- Council Tax for Students: Exemptions and Discounts
- Housing Options for Older People: Sheltered and Extra Care Housing
- Veterans and Service Leavers: Help With Housing
- Domestic Abuse: Housing Help if You Need to Leave Home
- No Recourse to Public Funds (NRPF): Housing Help to Check First
- Eviction Court Hearing: What Happens and How to Prepare
- Universal Credit Sanction: How Long It Lasts and How to Challenge It
- Universal Credit Hardship Payment: Who Can Get One
- Universal Credit Advance: How Much and How You Pay It Back
- Money Taken From Your Universal Credit: Deductions and How to Lower Them
- Landlord Asking DWP to Take Rent Arrears From Your Universal Credit
- Universal Credit Overpayment: Checking It and Paying It Back
- Got a Migration Notice? Moving to Universal Credit Before the Deadline
- Universal Credit Health Element 2026: Higher and Lower Rates Explained
- Universal Credit Payment Dates: First Payment and Assessment Periods
- Reporting a Change of Circumstances on Universal Credit
- Universal Credit Savings Limit: The £6,000 and £16,000 Rules
- Universal Credit Rates 2026 to 2027 and the End of the Two Child Limit
- How to Claim PIP: The Phone Call, the Form and the Deadline
- PIP Assessment: What Happens and How to Prepare
- PIP Points Explained: Activities, Descriptors and the 8 and 12 Point Rules
- PIP Rates 2026 to 2027: How Much You Get
- PIP Review Form: What to Do When Your Award Is Reviewed
- PIP if You Are Nearing the End of Life: Special Rules and SR1
- Motability Scheme: Who Can Join
- Adult Disability Payment in Scotland: How It Replaces PIP
- Missed the Deadline? Asking for a Late Mandatory Reconsideration
- Benefit Appeal Tribunal: What Happens at the Hearing
- Benefit Tribunal Got It Wrong? Set Aside and the Upper Tribunal
- Self Assessment Deadlines 2026 to 2027: Register, File and Pay
- Late Self Assessment Tax Return: The Penalties
- Appeal an HMRC Penalty: What Counts as a Reasonable Excuse
- Disagree With an HMRC Decision: Appeal, Review and Tax Tribunal
- Cannot Pay Your Tax Bill? HMRC Payment Plans
- P800 Tax Calculation Letter: Refunds and What to Do
- Emergency Tax Code: Why You Have One and How to Fix It
- Tax Relief for Uniforms, Work Clothing and Tools
- Working From Home Tax Relief: The 2026 Change
- Marriage Allowance: Save Up to £252 and Backdate 4 Years
- High Income Child Benefit Charge: The £60,000 to £80,000 Rules
- Making Tax Digital for Income Tax: Who Must Join and When
- Selling Online on Vinted, eBay or Etsy: Do You Pay Tax?
- Tax on Savings Interest: Allowances and HMRC Letters
- Tax Refund Companies: Claim Your Refund Yourself for Free
- Overtaxed on a Pension Withdrawal? Claim It Back
- Complain to the Adjudicator's Office About HMRC
- Check Your State Pension Forecast and National Insurance Gaps
- Carer's Allowance Earnings Limit: £204 a Week and Overpayments
- New Style Jobseeker's Allowance: Who Can Get It and for How Long
- Cold Weather Payment 2026 to 2027: £25 for Each Freezing Week
- Sure Start Maternity Grant: £500 for Your First Baby
- Funeral Expenses Payment: Help With Funeral Costs
- Bereavement Support Payment: How Much and the Deadlines
- Access to Work: Help at Work if You Have a Disability or Health Condition
- Statutory Sick Pay 2026: Paid From Day One
- Maternity Allowance: If You Cannot Get Maternity Pay
- Blue Badge: Who Gets One Automatically and How to Apply
- Free School Meals From September 2026: All Universal Credit Families
- Becoming an Appointee to Manage Someone's Benefits
- Help to Save: Get 50p for Every £1 You Save on Universal Credit
- Disability Living Allowance for Children: Rates and Claiming
- Letter About Benefit Fraud or an Interview Under Caution: What to Do
- Income Tax Rates and Bands 2026 to 2027
- Lost Your National Insurance Number? How to Find It
- Child Benefit for 16 to 19 Year Olds: Extend It or It Stops
- Tax Credits Overpayment After Tax Credits Ended
- Rent a Room Scheme: £7,500 Tax-Free From a Lodger
- Capital Gains Tax: The £3,000 Allowance and 18% or 24% Rates
- Do You Pay Tax on Your State Pension?
- Simple Assessment Letter (PA302) From HMRC
- Registering as Self-Employed: When You Must Tell HMRC
- P45, P60 and P11D: What Each Form Is For
- How to Contact HMRC and Get Through
- Renew Your Photocard Driving Licence: Every 10 Years
- Renewing Your Driving Licence at 70 and Over
- Telling DVLA About a Medical Condition
- Penalty Points: 12 Points, New Drivers and How Long They Last
- Check Your Driving Licence Points and Get a Check Code
- SORN: Taking a Vehicle Off the Road and Getting a Tax Refund
- Changing Your Address With DVLA: Licence and Log Book
- Sold Your Car? Tell DVLA and Get Your Tax Refund
- Acas Early Conciliation: The Step Before a Tribunal
- Employment Tribunal Time Limits: The 6 Month Rule From October 2026
- Bailiff Fees 2026: What Enforcement Agents Can Charge
- Notice of Enforcement: Getting 28 Days From the Bailiffs
- Received a County Court Claim Form? How to Respond
- Attachment of Earnings Order: Money Taken From Your Wages
- Statutory Demand: What to Do in 21 Days
- Cannot Pay a Court Fine: What You Can Do
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Not sure where you stand? Try our action plan tool or the free letter templates.
Sources and official links
- gov.uk/government/organisations/driver-and-vehicle-licensing-agency/about/compla Checked 13 October 2026
- gov.uk/complain-to-hm-revenue-and-customs Checked 13 October 2026
- ombudsman.org.uk/making-complaint/what-we-can-and-cant-help Checked 13 October 2026
- gov.uk/mandatory-reconsideration Checked 13 October 2026
- gov.uk/government/organisations/department-for-work-pensions/about/complaints-pr Checked 13 October 2026
- ombudsman.org.uk/making-complaint/before-you-come-to-us/complain-change/tips-mak Checked 13 October 2026
- lgo.org.uk/how-to-complain Checked 13 October 2026
- policeconduct.gov.uk/sites/default/files/documents/20220707_A_guide_to_complaint Checked 13 October 2026
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.