The Department for Work and Pensions has shared details on the complaints procedure for people who are unhappy with a health benefit assessment which has been conducted by an Assessment Provider. Complaints about the health assessment are directed to the provider, unless it is a mixed complaint concerning the service provided by both the DWP and the Assessment Provider.
If that is the case, DWP would investigate the complaint, so it’s important to understand this process is not for people seeking to make a complaint about the DWP. The details were clarified by Minister for Disabled People, Claire Coutinho MP, in a written response to a query regarding the procedure from Labour MP (Co-op) Kate Osamor.
The minister explained: “Assessment providers have their own complaints process to deal with dissatisfaction about the service they provide. Capita and Independent Assessment Services (IAS) for Personal Independence Payment (PIP) and Centre for Health and Disability Assessments (CHDA) for Work Capability Assessments (WCA), each have web pages explaining how claimants can contact them directly to make a complaint.”
Ms Coutinho continued: “Assessment Provider complaints are investigated by a customer relations manager or a case officer, who obtains all relevant evidence to inform a balanced and appropriate reply.
“If deficiencies are identified, they apologise and advise the department where this may have a bearing on the entitlement decision. This is known as a Tier 1 complaint response.”
The DWP minister went on to say that if a claimant is dissatisfied with the investigation and outcome of a Tier 1 complaint this can be looked at afresh by a senior manager who will review the initial investigation and obtain further evidence if appropriate.
The outcome is then conveyed to the claimant by the AP and is referred to as a Tier 2 complaint response.
She added: “If, following Tier 1 and 2 of the complaints process, the claimant is still dissatisfied, they can contact the Independent Case Examiner (ICE) to look at their complaint.”
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