•You can complain about any government or local authority department, and anyone contracted to provide a service on its behalf.

•Your complaint can be about a delay in dealing with your claim, poor administration, the behaviour of staff, or the way in which a particular departmental policy or practice has affected you.

•It is best to put your complaint in writing, even if you have to start the process by telephone.

•If your complaint is not resolved satisfactorily, you may be able to escalate your complaint to the Independent Case Examiner, the Adjudicator or an Ombudsman.