Universal Credit: Complaints

The Department is committed to resolving complaints relating to Move to Universal Credit as quickly and effectively as possible, particularly where a claimant's health or wellbeing may be at risk. Cases involving vulnerability, safeguarding concerns or health risks are prioritised and escalated where appropriate, and complaint handlers are trained to identify and support vulnerable customers.

The Department’s aims to respond to complaint within 15 working days or, where a case will take longer than 15 days to respond to, set a resolution plan with the customer where cases are complex and may take longer. A resolution plan is a clear outline of how we will address and resolve a complaint. It sets out what actions will be taken, who is responsible, and the expected timescales for completing these actions.

The Department recognises that complaint response times have not consistently met expected standards in recent months due to increased volumes and a rise in complex cases.

Improving timeliness of responses remains a key operational priority.

To address this, the Department has taken urgent action to deploy additional resources to complaints and correspondence teams, prioritised the reduction of backlogs, strengthened performance monitoring and senior oversight, and improved case management processes to support faster and more consistent responses.

The Department remains committed to providing a fair, timely and compassionate service, while ensuring that vulnerable customers and those whose health may be at risk receive appropriate support and attention.