How can I make a complaint to Access to Work?

You can make a complaint at any time if you feel you haven’t been treated fairly. 

Complaints are about how something has been handled, not the decision itself. If you disagree with a funding decision, request a reconsideration instead. You can read more about reconsiderations in our step-by-step guide.

To complain, you can:

•    Email atw.complaintsresolutionteam@dwp.gov.uk

•    Call the helpline on 0800 121 7479

Reasons you might complain

•    No response from your Case Manager for two weeks or more

•    Behaviour from your Case Manager that isn’t helpful, courteous, or professional

•    Procedures not being followed – for example, refusing a Workplace Needs Assessment

•    Failure to make reasonable adjustments – for example, not allowing you to communicate by email

•    Data breaches – such as sharing your health information with your employer without consent

•    Delayed payments

•    Delays to applications or changes that put your job at risk

All calls are recorded. If your complaint is about a specific call, you can ask for it to be reviewed.

What to include in your complaint

•    A clear description of what happened, with evidence such as communication logs

•    The action you want taken – for example, a new Case Manager, a call back, or staff training

If you’re unhappy with the outcome

You can ask for your complaint to be reviewed by the Independent Case Examiner (ICE). Visit the ICE website to find out how to do this.