Central Government Departments

PIP assessments; UC errors; PAYE coding; Self-assessment delays; DVLA licence delays; Home Office visa service; MOT

Max award: £No cap

Key Legislation

Parliamentary Commissioner Act 1967; Social Security Administration Act 1992; Welfare Reform Act 2012; Taxes Management Act 1970; Road Traffic Act 1988

Complaint Route: Parliamentary and Health Service Ombudsman

Type: Ombudsman

Uphold rate: 25%

Pre-conditions: Exhaust organisation's internal complaints process; refer to PHSO; (NHS complaints: direct access; government: MP referral traditionally but direct access now piloted); within 12 months

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Companies in This Sector

PHSO | ICE (DWP) | Adjudicator's Office | DWP | HMRC | DVLA | MoJ | Home Office

Annual complaint volume: 6560 (DWP complaints only Q4 2025)

Note: EMERGING TREND: DWP complaints up 9% in Q4 2025; HMRC complaint volumes up — 2024-25 acknowledged as difficult year | MP referral required for PHSO

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Coverage

HIGH