Compensation payments
You should expect prompt, courteous and efficient service from staff dealing with your claim. If you are dissatisfied with the way your claim has been administered, you can seek compensation. The organisations administering social security benefits and tax credits sometimes pay compensation if you can show that you have lost out through their error or delay.
The DWP uses a guide, Financial Redress for Maladministration,1 to help it decide when and how much compensation (known as an ‘extra-statutory’ or ex gratia payment) should be paid. HMRC’s Complaints and Remedy Guidance2 sets out when it makes ‘financial redress’.