Benefit complaints: a critical analysis

ABSTRACT

Benefit complaints are an important area of administrative justice. Drawing upon available data and information, this article critically analyses the benefit complaints system, which is administered by the Department for Work and Pensions (DWP). It finds a significant decline in the volume of benefit complaints, a lack trust in the complaints process, and deep concerns about the quality of complaint-handling. The article also examines how complaints can be escalated, the DWP’s reaction to complaints and its response to the deaths and suicides scandal, in particular the creation of the new Serious Case Panel. The decline in the number of complaints and poor-quality complaint-handling have coincided with austerity policies. Consideration is given to proposals to improve the handling of complaints. However, the core underlying issues concern institutional culture and the social and political demands for political change.

KEYWORDS:

• Complaints
• social security benefits
• administrative justice
• second-tier complaint-handlers
• ombudsman
• systemic maladministration

Disclosure statement

No potential conflict of interest was reported by the author(s).

Notes

1. Some benefits, in particular Personal Independence Payments, have been devolved to Scotland and are administered by Social Security Scotland. Benefits in Northern Ireland are the same as those in the UK, but are administered by the Northern Ireland Department for Communities. Local government also administers some benefits, including: discretionary housing payments; council tax relief; and discretionary crisis funds. The focus here is on benefits administered by the Department for Work and Pensions.