Formal Complaints Procedure & Escalation Pathway
We take all user feedback, billing queries, accessibility barriers, and privacy concerns seriously. We operate a clear, 3-step complaints procedure so you know how to reach us and what happens next.
If something goes wrong with MyPIPApp, email us and we will reply within 1 working day. If you are still unhappy, our complaints lead will review your case within 10 working days. You can also take privacy complaints to the Information Commissioner's Office (ICO).
Contact our customer support team directly at [email protected] (or via our Support & Contact page). Whether your query is about a technical issue, an accessibility adjustment, a 14-day refund request on a one-off stage pack, or a fee-relief application, we aim to acknowledge your message within 24 business hours (1 working day) and resolve it within 3 working days.
If you are dissatisfied with our initial response, ask for your case to be escalated or email our Data Protection Lead and Formal Complaints Team directly at [email protected] (or [email protected] for UK GDPR enquiries). Please include your account email and a brief summary of what went wrong. A senior reviewer who was not involved in the initial reply will investigate and send a formal written response within 10 working days.
If your complaint relates to personal data or privacy under the UK GDPR, the Data Protection Act 2018, or PECR and remains unresolved, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or by calling the ICO helpline on 0303 123 1113. For independent advice on UK consumer rights regarding digital purchases, you can contact the Citizens Advice Consumer Service on 0808 223 1133.
MyPIPApp is an independent self-help service and is not part of, or endorsed by, the Department for Work and Pensions (DWP), HMCTS, the NHS, or any assessment provider. The 3-step procedure above applies solely to the MyPIPApp software service, and raising a complaint here never notifies the DWP.
- To challenge an unfair PIP points decision or PA4 report errors: Ask the DWP for a Mandatory Reconsideration within 1 calendar month by calling 0800 121 4433 (Textphone: 0800 121 4493). See our free guide on how to challenge a PA4 assessor report.
- To complain about DWP service, delays, appointee records (Form BF56), or staff conduct: Contact the DWP PIP enquiry line on 0800 121 4433 (or use the official DWP complaints procedure on GOV.UK, which can be escalated to the Independent Case Examiner).
- To complain about the conduct of an assessor: Contact the assessment provider named on your appointment letter (Capita, Maximus / Health Assessment Advisory Service, Serco, or Ingeus). You can claim PIP and appeal for free, and free help is available from Citizens Advice and local welfare rights services.