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9 Welfare benefits
14. What if I've been badly treated?
You may be unhappy with an agency that’s been dealing with your benefits because:
You can complain about the agency first by writing to it to give it a chance to explain and apologise or compensate you. Each agency has a complaints procedure and you can ask for information about this.
You can complain whether or not you also want to challenge a decision.
If you are unhappy with an agency’s response to your complaint, you may be able to take your case further:
However, these bodies can look only at cases where your application or your complaint has not been dealt with properly. You cannot complain to them simply because you disagree with a decision.
This leaflet is published by the Legal Services Commission (LSC). It was written in association with Rachel Hadwen, a specialist in welfare rights.
Leaflet Version: April 2019
CLS Legal Info Leaflets
(Legal Information Leaflets)