Department for Work and Pensions
AI-generated summary DWP mishandled his family's Universal Credit claim, causing payment delays, poor communication, failure to signpost benefits, and inadequate complaint responses.
Source · Ombudsman casework
PHSO Casework Decisions
4,426 published decisions
3,735 Health (NHS)
691 Parliamentary
17% upheld or partly upheld
Range: Apr 2021–Aug 2026
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
Decisions
Department for Work and Pensions
AI-generated summary Mrs D complained DWP wrongly reduced her State Pension after her husband died, changed her entitlement without option, and failed to disclose that SP reduces upon a spouse's death.
Department for Work and Pensions
AI-generated summary Mr A complained DWP wrongly ended his Pension Credit claim in 2018 due to a lodger, causing him financial and health problems.
Department for Work and Pensions
AI-generated summary Mr X complained the DWP poorly managed an investigation into third-party fraud using his details and did not provide enough information to prevent future false applications. He also complained about ICE's delay.
Department for Work and Pensions
AI-generated summary Mr and Dr A complained DWP did not adequately support them with Carer’s Allowance, Attendance Allowance, and Support for Mortgage Interest (SMI), ignoring requests and causing stress.
Department for Work and Pensions
AI-generated summary Mr W complained DWP failed to inform him that claiming Universal Credit would automatically stop his Working Tax Credit, causing a significant income drop and distress.
Department for Work and Pensions
AI-generated summary Mr I complained DWP wrongly decided in 2013 he was ineligible for past Jobseeker's Allowance, causing him to be prosecuted for fraud and experience stress.
Department for Work and Pensions
AI-generated summary Mrs X complained on behalf of her vulnerable daughter that DWP processed fraudulent Universal Credit claims, demanded repayment despite her daughter being a victim, and provided poor communication.
Department for Work and Pensions
AI-generated summary Mr A complained DWP incorrectly sanctioned him and underpaid benefits between 2018-2019, causing financial hardship. He felt DWP's compensation offer was insufficient.
Department for Work and Pensions
AI-generated summary DWP incorrectly claimed an overpayment and handled Mr B's contact about his PIP application poorly, including rude staff and insufficient time for evidence.
Department for Work and Pensions
AI-generated summary DWP refused to reimburse legal fees for a judicial review and did not adequately compensate Mr R for distress caused by unaddressed mandatory reconsideration requests over five years.
Department for Work and Pensions
AI-generated summary DWP wrongly applied sanctions to Mr U's Universal Credit claim, causing financial hardship. He also complained about rude staff during an appointment.
Department for Work and Pensions
AI-generated summary DWP mismanaged her Access to Work application, giving incorrect advice about equipment and causing a long delay in providing a suitable chair, leading to lost income and mental health issues.
Department for Work & Pensions
AI-generated summary Mrs O complained DWP failed to consider her terminally ill husband's health when pursuing a Pension Credit overpayment and denied his appeal rights. She also suffered stress from debt management.
Department for Work & Pensions
AI-generated summary Mr N complained DWP provided incorrect information leading to an incorrect Universal Credit award and failed to fully investigate his concerns, causing stress and financial hardship.
Department for Work & Pensions
AI-generated summary Mrs R complained the DWP delayed providing information to recover her State Pension payment and that the ICE's decision on her complaint was flawed, causing financial loss and distress.
Department for Work & Pensions
AI-generated summary Mr A complained DWP failed to process his Income Support applications after stopping his benefits, prolonging financial hardship and causing credit card debt interest.
Department for Work and Pensions
AI-generated summary DWP failed to act on requests to pay housing benefits directly to the landlord for two properties, resulting in tenants receiving payments and not paying rent, causing significant financial loss and stress.