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What you can expect from Jobcentre Plus

Jobcentre Plus is part of the Department for Work and Pensions (DWP).

The DWP has committed to a set of service standards for their customers. These standards set out what you can expect when you contact Jobcentre Plus.

When you contact Jobcentre Plus, you can expect to:

• be treated with respect
• be given the right information
• be dealt with on time
• access services easily

More information can be found in the DWP Customer Charter.

• DWP Customer Charter Opens new window

Share your experiences

If you're happy with the service you've received from Jobcentre Plus, why not let them know? Knowing that something worked for you may help Jobcentre Plus improve their service for all customers.

Alternatively, you may have an idea about ways to make services better. If you have a suggestion about how things could be improved, let Jobcentre Plus know.

• Find your local Jobcentre Plus office Opens new window

Making a complaint

Unfortunately, there may be times when you're unhappy with the service you receive from Jobcentre Plus.

In the first instance you should:

• get in touch with the person you have been dealing with
• tell them, or their manager, your complaint

You should expect to get a full response within fifteen working days of telling Jobcentre Plus about your complaint. Hopefully you will be happy with your reply.

If you are still unhappy after receiving your reply, you will be given the opportunity to take your complaint further. Further information about the next stages of complaint can be found in the Jobcentre Plus leaflet 'Our service standards'.

During 2012 Jobcentre Plus is making improvements to the way it handles complaints about the service it provides. This includes setting up dedicated complaint handling teams. The complaint handling team will deal with your complaint if it cannot be resolved when you first contact Jobcentre Plus. They will usually try to resolve your issues by telephone. If you would prefer to be contacted by another method please let Jobcentre Plus know when you contact them.

Unhappy with the service you’ve had from a DWP contractor?

If you’re unhappy with the service you’ve had from a DWP contractor, like a Work Programme provider, you should complain to them first. This will give them a chance to put the matter right.

If you're still unhappy with the provider's final response to your complaint, you can ask the Independent Case Examiner (ICE) to investigate your complaint.

• Independent Case Examiner (ICE) Opens new window

• Download 'Jobcentre Plus leaflet - Our Service Standards' (PDF, 1578K)

• Help with PDF files

• Find your local Jobcentre Plus office Opens new window

Contacting Jobcentre Plus

You can contact your local Jobcentre Plus office:

• by telephone
• by textphone
• by post
• by email
• by fax
• in person

You can make a comment to a contact centre or benefit delivery centre. Their contact details should be on any documents they have sent to you.

• Contact your local Jobcentre Plus office Opens new window