Comments and complaints
How do I question a decision or make a complaint?
If you are unhappy with the decision about your claim
The Department for Work and Pensions are responsible for making the decision about your claim. If you disagree with the outcome of your claim, you can discuss this with them using the contact details below:
- Phone: 0800 121 4433
- Textphone: 0800 121 4493
How to make a comment or complaint about our service
We are responsible for the assessment process. This includes arranging and carrying out face-to-face consultations. Please tell us if you are unhappy with any part of our assessment service so we can try to put it right. Please contact us by any of the contact methods here. This helps us to understand what we are doing well and where we need to do things better.
Phone
You can phone us from Monday to Friday from 8.00am to 8.00pm:
- 0808 178 8114 (England and Wales)
- 0808 178 8115 (llinell Gymraeg/Welsh line)
Textphone
If you have speech or hearing difficulties, you can contact us by textphone on 02890329675. Please be aware our textphone service does not receive messages from mobile phones.
Email: complaints@capita-pip.co.uk
Write
PIP Complaints
PO Box 325
Darlington
DL1 9PH
What happens if I make a complaint?
We will acknowledge all complaints within two working days, outlining the steps we are taking to examine the situation. We will provide a full response to your complaint within 20 working days. The full response will include information about what you can do if you are not satisfied with our response.