Published casework decisions from the Parliamentary and Health Service Ombudsman. PHSO selects a subset of completed investigations for publication. These 4,426 decisions represent approximately 1.4% of the 319,011 total complaints received across the same period. Source: decisions.ombudsman.org.uk.
Organisation: Department for Work and Pensions · Remove organisation filter
AI-generated summary Mr N complained DWP poorly handled his benefits, stopping payments during medical treatment, ignoring correspondence requests, recording incorrect information, and inadequately addressing his complaint.
AI-generated summary Ms H complained that the DWP incorrectly advised her to claim ESA as a couple in 2017, causing financial hardship and housing issues.
AI-generated summary Mr J complained DWP failed to inform him of upcoming state pension changes in 2016 and inadequately publicized them, resulting in him not realizing his insufficient National Insurance Contributions.
AI-generated summary Ms L complained the DWP delayed processing her ESA claim, leading to a loss of housing benefit, and that the ICE review failed to acknowledge this financial impact.
AI-generated summary Mr A complained DWP failed to provide him with an appropriate carpentry course for employment and delayed communicating its decision and progressing his complaint.
AI-generated summary DWP ignored his journal entries about a job change and continued sending attendance requests despite a doctor's certificate, causing significant stress and self-harm.
AI-generated summary Mr U complained the DWP wrongly advised him to claim Universal Credit in 2017, resulting in a loss of income and significant lasting distress without full redress.
AI-generated summary DWP failed to appropriately consider the procedural failures, delays, and distress experienced regarding her 2023 State Pension claim.
AI-generated summary Mr V complained DWP wrongly requested a refund for a Universal Credit Advance loan, caused by their error, and provided poor customer service with unkept promises.
AI-generated summary The DWP failed to advise Ms D of ESA options, wrongly ceased payments, and did not properly backdate a claim, causing significant financial loss.
AI-generated summary Mr and Mrs P complained DWP's incorrect Universal Credit calculations, due to Carer's Allowance issues, caused financial hardship and distress, arguing the awarded remedy was insufficient.
AI-generated summary Mr N complained DWP gave incorrect advice, causing him to claim Universal Credit unnecessarily, and failed to action a mandatory reconsideration, leading to financial hardship and distress.
AI-generated summary Mrs X complained the DWP misadvised her about applying for PIP, failed to act on her worsening condition, causing financial loss, and offered insufficient compensation for their errors.
AI-generated summary Mr A complained DWP's work provider gave incorrect advice, failed to investigate information, provided poor communication, and inadequate information about his work programme, offering no resolution.
AI-generated summary Mr B complained DWP delayed notifying him of ESA ineligibility and overpayment, failed to provide information, and did not reply to correspondence. He also challenged the ICE's decision not to award a financial remedy for distress.
AI-generated summary Mr T complained the DWP gave incorrect advice regarding backdated LCWRA payments, causing him significant distress, self-harm, and financial loss.
AI-generated summary Miss A complained DWP incorrectly closed her UC account, failed to respond to mental health messages, delayed advising Debt Management of a revised decision, and was rude, causing financial hardship and distress.
AI-generated summary Miss A complained DWP wrongly alleged undeclared pension income, altered evidence for a tribunal, and initiated a fraud investigation during COVID-19, causing distress and health issues.
AI-generated summary DWP failed to correctly assess his Employment and Support Allowance entitlement in 2012 and 2016, and misadvised him in 2016 about his occupational pension, causing financial loss.
AI-generated summary Mrs O complained DWP offered insufficient compensation (£500) after failing to pay her mother DLA for eight years, which impacted her post-stroke rehabilitation opportunities.
AI-generated summary Mr A complained the DWP failed to pay the correct amount of rent through an Alternative Payment Arrangement since August 2021, resulting in financial disadvantage and frustration.
AI-generated summary Mrs R complained DWP gave her incorrect information in 2012, causing her to delay claiming Bereavement Benefit until too late, missing financial assistance.
AI-generated summary Mr G complained DWP failed to communicate a pension benefit change (ADI) in a timely manner and did not respond to his complaints, causing financial difficulties and stress.
AI-generated summary A complainant alleged CMS experienced delays in calculating maintenance payments and variations, provided conflicting information, and communicated poorly regarding arrears and repayment rates.
AI-generated summary Mr O complained the DWP delayed processing Mr Q's PIP claim and gave incorrect information. He also alleged IAS delayed arranging and cancelled assessments for Mr Q.