Jobs and Benefits office complaints

Jobs and Benefits offices are run by the Department for Communities. Find out how to complain about the service you’ve received or mistakes that have been made.

This page is only for benefit complaints. To appeal a benefits decision, visit Appeal against a benefits decision.

How to complain

Contact the office dealing with your case. The address and phone number will be on letters you’ve received.

When you complain by phone, you will be:

  • asked questions to confirm your identity
  • asked about benefits you are receiving or have claimed
  • asked to detail your complaint
  • advised by a member of staff what will happen next with your complaint or where to get more information if you want it

If you complain in writing, include:

  • your name and contact details
  • details of what happened and when
  • reference numbers and relevant information

If you’re unhappy with the response

If you’re not satisfied with the response, you can move to stage one of the complaints process.

Stage one

Raise your complaint directly with the office manager. The office dealing with your case will give you their name and address.

Your complaint will be acknowledged within two working days following receipt and answered within ten working days following receipt.

If your complaint can’t be answered within ten working days, the office manager will write to you to explain the delay and the expected date of reply.

Stage two

If you aren’t satisfied that the office manager has settled your complaint, you can write to the director. The reply you receive from the office manager will tell you who to contact.

You will need to outline why you are dissatisfied with the initial response. Your complaint will be acknowledged within two working days following receipt and answered within ten working days following receipt. If your complaint can’t be answered within ten working days, the director will write to you to explain the delay and the expected date of reply.

Independent review

If you have gone through stages one and two and are still not satisfied, and you want an independent review into your complaint, you can contact the Northern Ireland Public Services Ombudsman or Independent Case Examiner.

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What to do next

Comments or queries about angling can be emailed to anglingcorrespondence@daera-ni.gov.uk 

What to do next

If you have a comment or query about benefits, you will need to contact the government department or agency which handles that benefit.  Contacts for common benefits are listed below.

Carer's Allowance

Call 0800 587 0912
Email 
dcs.incomingpostteamdhc2@nissa.gsi.gov.uk

Discretionary support / Short-term benefit advance

Call 0800 587 2750 
Email 
customerservice.unit@communities-ni.gov.uk

Disability Living Allowance

Call 0800 587 0912 
Email dcs.incomingpostteamdhc2@nissa.gsi.gov.uk

Employment and Support Allowance

Call 0800 587 1377

Jobseeker’s Allowance

Contact your local Jobs & Benefits office

Personal Independence Payment

Call 0800 587 0932

If your query is about another benefit, select ‘Other’ from the drop-down menu above.

What to do next

Comments or queries about the Blue Badge scheme can be emailed to bluebadges@infrastructure-ni.gov.uk or you can also call 0300 200 7818.

What to do next

For queries or advice about careers, contact the Careers Service.

What to do next

For queries or advice about Child Maintenance, contact the Child Maintenance Service.

What to do next

For queries or advice about claiming compensation due to a road problem, contact DFI Roads claim unit.

What to do next

For queries or advice about criminal record checks, email ani@accessni.gov.uk

What to do next

Application and payment queries can be emailed to ema_ni@slc.co.uk

What to do next

For queries or advice about employment rights, contact the Labour Relations Agency.

What to do next

For queries or advice about birth, death, marriage and civil partnership certificates and research, contact the General Register Office Northern Ireland (GRONI) by email gro_nisra@finance-ni.gov.uk

What to do next

For queries about:

If your query is about another topic, select ‘Other’ from the drop-down menu above.

What to do next

For queries or advice about passports, contact HM Passport Office.

What to do next

For queries or advice about Penalty Charge Notices (PCNs), including parking tickets and bus lane PCNs, email dcu@infrastructure-ni.gov.uk

What to do next

For queries or advice about pensions, contact the Northern Ireland Pension Centre.

What to do next

If you wish to report a problem with a road or street you can do so online in this section.

If you wish to check on a problem or fault you have already reported, contact DfI Roads.

What to do next

For queries or advice about historical, social or cultural records relating to Northern Ireland, use the Public Record Office of Northern Ireland (PRONI) enquiry service.

What to do next

For queries or advice about rates, email LPSCustomerTeam@lpsni.gov.uk

What to do next

For queries or advice about  60+ and Senior Citizen SmartPasses (which can be used to get concessionary travel on public transport), contact Smartpass - Translink.