Department for Work and Pensions
AI-generated summary Mr and Mrs H complained DWP's error meant they missed 47 months of housing costs on Universal Credit, and slow rectification caused financial hardship and distress.
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 M complained the Assessment Provider's HP did not adequately consider her mental health conditions during a PIP consultation, resulting in a lower award and requiring an appeal.
Department for Work and Pensions
AI-generated summary The DWP allegedly failed to consider the complainant's health needs when she requested an extension to delay her move from Income-Related ESA to Universal Credit.
Department for Work and Pensions
AI-generated summary Mrs F complained DWP failed to send a Carers Allowance decision, didn't transfer her claim to Spain, and ignored her husband's Armed Forces Covenant status. She also criticised ICE's investigation.
Department for Work and Pensions
AI-generated summary Mr T complained the DWP provided insufficient compensation for delayed ESA IR award and failed to automatically migrate him to Universal Credit, causing distress and financial harm.
Department for Work and Pensions
AI-generated summary Mr K complains the DWP failed to inform him about "Unacceptable Customer Behaviour" and "Potentially Violent" markers added to his account, affecting his benefits and mental health.
Department for Work and Pensions
AI-generated summary Mr E complained the DWP failed to inform him of State Pension changes, impacting his entitlement. He also alleged the Independent Case Examiner did not fully investigate his concerns.
Department for Work and Pensions
AI-generated summary Mr A complained the DWP failed to provide promised assistance for broadband costs and a course. He also complained the ICE did not investigate his complaint within the time limit.
Department for Work and Pensions
AI-generated summary Mr A complained DWP incorrectly stated he received a £630 advance, making deductions, and then took too long to implement a tribunal decision to correct this and increase his housing award.
Department for Work and Pensions
AI-generated summary Ms O complained DWP incorrectly closed her UC claim, failed to respond to contact, delayed arrears payment, and misinformed her about an appeal, causing financial and emotional distress.
Department for Work and Pensions
AI-generated summary Mr W complained DWP enforced attendance at mandatory jobcentre appointments despite his medical concerns, which negatively impacted his physical and mental health.
Department for Work and Pensions
AI-generated summary Mrs O complained the DWP's consolatory payments for delaying her Carer Premium did not adequately reflect the financial hardship and services missed. She experienced increased financial stress and negative mental wellbeing.
Department for Work and Pensions
AI-generated summary DWP provided poor communication and delays regarding Mr X's state pension information. The £175 redress payment offered by DWP was deemed insufficient for the distress caused.
Department for Work and Pensions
AI-generated summary Mr O complained about DWP's repeated delays and incorrect application of Universal Credit components, leading to financial hardship, distress, and mental health deterioration.
Department for Work and Pensions
AI-generated summary Mr D complained the DWP mishandled his benefits, wrongly assessing PIP, misadvising him onto UC, failing to carry out supersession, and refusing a video call reasonable adjustment, causing distress and homelessness.
Department for Work and Pensions
AI-generated summary DWP provided contradictory pension forecasts, inaccurately recorded entitlements, and gave incorrect advice on voluntary contributions, causing distress and financial difficulties.
Department for Work and Pensions
AI-generated summary Ms B complains DWP failed to contact her about an overpayment, inappropriately issued Direct Earnings Attachments, and continued recovery. ICE also refused to contact her employer.
Department for Work and Pensions
AI-generated summary Mrs C complained HMRC wrongly did not reinstate her tax credits and the DWP did not provide adequate information about claiming UC.
Department for Work and Pensions
AI-generated summary Mrs G complained the DWP failed to identify or act on her daughter's suicidal thoughts recorded in her PIP application, missing an opportunity to prevent her death.
Department for Work and Pensions
AI-generated summary Mr C complained that the DWP failed to provide documentation for his Universal Credit advance and that telephone agents failed to address his complaints.
Department for Work and Pensions
AI-generated summary Miss N complained the DWP incorrectly advised her about her State Pension entitlement in 2010 and failed to respond to information requests.
Department for Work and Pensions
AI-generated summary Miss M complained the DWP failed to provide information and assistance when her health meant she could not work; she also complained about ICE's unsatisfactory decision.
Department for Work and Pensions
AI-generated summary Ms G complained that the DWP's Universal Credit policy required her to use a flat rate system for expenses as a self-employed taxi driver.
Department for Work and Pensions
AI-generated summary Mrs B complained the DWP gave incorrect advice, failed to consider her vulnerabilities from past abuse and disability, and unfairly pursued her for a shared debt.
Department for Work and Pensions
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.