We independently investigate complaints about UK government departments and some other UK public organisations. Our service is free, fair and open to everyone.
How we can help
Government departments and services we can investigate include:
- Driver and Vehicle Licensing Agency (DVLA)
- HM Revenue & Customs (HMRC)
- Jobcentre Plus or
- the Passport Office.
If we investigate your complaint and find that the organisation has got things wrong, we may make recommendations to put them right. This can include:
- explanations
- apologies
- recommendations for the service to learn and improve.
Find out more about how we deal with complaints.
What to do before you come to us
We are the final stage for unresolved complaints. We usually expect you to complain to the organisation you are unhappy with first. This is so that it has the chance to look into your concerns and, where needed, put things right for you.
How to complain about a UK government department
Here are the complaints processes of five government organisations we often get asked about:
- Child Support Agency
- HM Courts and Tribunals Service
- HM Revenue and Customs
- Jobcentre Plus
- UK Visas and Immigration.
For other government organisations, visit GOV.UK to find out how to complain or contact the organisation for its complaints process.
For some government services, your complaint will have to go to a second review before we can look into it. This is often called a 'second tier'. Examples include the Adjudicator's Office for the HMRC or the Independent Case Examiner (ICE) for the DWP.
Where to get help
If you need help putting your complaint together, you can:
- speak to the Citizens Advice Bureau - find your local branch at www.citizensadvice.org.uk
- call us on 0345 015 4033 for details of other groups that may be able to help you.
Complain to us
If you have reached the end of the organisation's complaints process and are not happy with their final decision, you can complain to us.
By law, we can only look at complaints about UK government departments and other UK public organisations if a Member of Parliament (MP) refers the complaint to us.
You can find MPs' contact details at parliament.uk.
If you live outside the UK
If you live outside the UK, and therefore do not have an MP, you can ask the Chair of the Public Administration and Constitutional Affairs Committee (PACAC) to refer your complaint to us. Contact the Chair at their Westminster address or email pacac@parliament.uk.
Please note that the PACAC Chair will only refer cases to us for individuals who do not have their own constituency MP.
Before you bring your complaint to us, please use our complaint checker. It only takes a few minutes and will save you time by making sure:
- we are the right organisation to look into your complaint
- your complaint is ready for us to look at
- you know how to send your complaint to your MP.
Please contact us if:
- the organisation does not reply to your complaint in the time it said it would
- you are running out of time to bring your complaint to us.
We will look at how we can help. Email phso.enquiries@ombudsman.org.uk or call our helpline 0345 015 4033.