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
If you are unhappy with the service received, you should contact the office dealing with your case.
You can make your complaint in person, by phone, or in writing. If you claim Universal Credit, you can also make your complaint using your online journal.
When you complain by phone or in person, 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
The office dealing with your case will take action to review your dissatisfaction within a three-day turnaround and provide you with an update.
If you’re unhappy with the response
If you’re not satisfied with the response, you will be asked if you wish to go on to make a Stage 1 complaint. If you do, the office dealing with your case will then send your complaint to the Universal Credit Customer Service Team.
Further details can be found at Universal Credit complaints procedure.
Stage one
Your complaint will be acknowledged within two working days by Universal Credit Customer Service following receipt of your complaint and answered within ten working days following receipt.
You can also raise your complaint directly by emailing UC.CUSTOMERSERVICE@DFCNI.GOV.UK
If your complaint can’t be answered within ten working days, Customer Service will write to you to explain the delay and the expected date of reply.
Stage two
If you aren’t satisfied following the response from Customer Service, you will be advised to discuss your case further with the relevant office. However, if you feel further contact will not resolve your issues, you can write to the director.
The reply you receive from Customer Service will tell you who to contact.
You will need to explain 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, you will receive a written explanation of 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.
Benefit complaints
Universal Credit is a payment for people under State Pension age who are on a low income or out of work. If you live in Northern Ireland and are unhappy with the Universal Credit service provided, you can report your dissatisfaction verbally, through your journal, or by emailing the Universal Credit Customer Service Team on UC.CUSTOMERSERVICE@DFCNI.GOV.UK
Further information can be found at Universal Credit complaints procedure.