Over the past decade we've helped a lot of people navigate the various control systems of the DWP, etc. What we have found is that the system is becoming more and more automated. These are “control systems” that disallow you access to the means of survival if you don’t have the right credentials, password, IDs, etc, or you can’t navigate through the complexity of the digital control system they have created. We are also definitely aware that the control systems that feed you, etc, are more difficult to navigate than the control systems that feed the system: claiming Personal Independence Payments (PIP) in comparison to taxing your car via the DVLA system.
Following a short play at the Middleton Co-Operating AGM about the treatment of claimants by staff at the DWP, I thought I'd share this topic and hopefully start a conversation, and create a shared resource. With some community help all those who need help fight a system that seems to be lacking empathy at best, and maybe harbours contempt at worst, there will be a place to reassure you through the process.
Staying calm is always key!🤗
Dealing with dismissive or unhelpful staff at the Department for Work and Pensions (DWP) can be frustrating, especially when jobseekers are seeking guidance and support. Here’s a step-by-step approach to address this situation effectively:
1. Stay Calm and Professional
When you encounter dismissive behaviour, it’s important to remain calm and composed. Avoid reacting emotionally, as this can escalate the situation. Focus on the issue at hand and maintain professionalism.
2. Document the Interaction
Take note of what was said and when it happened. Record the name or title of the staff member, the time, and the nature of the interaction. Written evidence can be useful if you need to escalate the matter.
3. Politely Address the Issue
If you feel comfortable, calmly address the behaviour in the moment. You could say something like, “I don’t feel like my concerns are being fully addressed. Could we go over this again, please?” This can sometimes prompt staff to reconsider their approach.
4. Ask for Clarification or Speak to Another Staff Member
If you feel the staff member is not providing adequate support, politely ask for clarification or request to speak with another member of staff or a supervisor. For example, you can say, “I feel I’m not getting the help I need. Is there someone else I can speak to about this?”
5. Escalate the Issue to a Manager or Supervisor
If you don’t feel comfortable addressing the issue directly or the dismissive behaviour continues, ask to speak to a manager or supervisor. Supervisors often have more authority and are trained to handle complaints more effectively.
6. File a Formal Complaint
If the issue remains unresolved, you can file a formal complaint through the DWP’s official complaints process. You can do this:
Online through the DWP complaints portal.
By phone by calling the Jobcentre or DWP office and asking for their complaints department.
In writing to the office or Jobcentre handling your case. Be sure to include specific details such as dates, names, and the nature of the behaviour that you found dismissive or unhelpful.
7. Seek External Support
If you feel the DWP is not handling your complaint effectively, you may escalate your concerns to external bodies such as:
The Independent Case Examiner (ICE): They investigate complaints about the DWP when their internal processes don’t resolve the issue.
Your MP (Member of Parliament): MPs can raise issues on behalf of constituents and put pressure on government bodies to act.
Citizen’s Advice Bureau (CAB): They can provide guidance and support in dealing with government departments.
8. Follow Up
After filing a complaint or escalation, make sure to follow up if you don’t hear back in a reasonable time frame. Keep copies of all correspondence and be persistent.
9. Use Social Media (If Appropriate)
While this should be a last resort, some people have found success in raising their issues publicly on social media platforms like Twitter. DWP has a presence there, and sometimes public pressure can expedite resolution.
This approach will help you assertively address the situation while maintaining professionalism and ensuring that you receive the support you're entitled to.
#FightThePower
The staff at the DWP will soon be replaced by a vending machine, remember that too.
To appeal a decision made by the Department for Work and Pensions (DWP) online, follow these steps:
1. Get a Mandatory Reconsideration
Before you can appeal, you need to request a Mandatory Reconsideration from the DWP. This means asking them to look at their decision again. You'll need to do this within one month of the decision date.
Request it online: You can request a Mandatory Reconsideration for certain benefits (like Personal Independence Payment or Universal Credit) through your DWP online account or by email.
By phone or post: You can also request it by calling the DWP or sending them a letter.
In your request, include:
Your National Insurance number
The date of the decision
Why you disagree with the decision
2. Wait for a Mandatory Reconsideration Notice
Once you've requested a Mandatory Reconsideration, the DWP will review the decision. If they don't change their decision or if you're still unhappy, you'll get a Mandatory Reconsideration Notice explaining their final decision.
3. Submit an Appeal to the Tribunal
If you’re still not satisfied with the decision after the Mandatory Reconsideration, you can appeal to an independent tribunal. This appeal can be submitted online:
Go to GOV.UK:
Submit an appeal on https://www.gov.uk/appeal-benefit-decision/submit-appeal
You’ll need to fill in an SSCS1 form online, explaining why you disagree with the decision.
Upload a copy of your Mandatory Reconsideration Notice.
4. Receive Tribunal Date and Evidence Submission
After submitting your appeal, the tribunal will review your case and set a date.
You may need to submit any additional evidence to support your appeal.
You can choose to attend the tribunal hearing in person or have it decided based on the information you submit.
5. Track Your Appeal
You can track the progress of your appeal online through your HM Courts & Tribunals Service account after submitting the appeal.
By following these steps, you can appeal a DWP decision online. Let me know if you need more details or further assistance!
Please log in or sign up to comment.