If you disagree with a benefit decision that was based on medical advice provided by a healthcare professional from a private sector company (see Chapter 2(1) ) who carried out a medical assessment on behalf of the DWP, you should challenge this through the normal DWP reconsiderations and appeals process (see Chapter 55 ).

However, if you wish to make a complaint about the conduct or professionalism of such a person, or about the appointment arrangements or facilities at the assessment, you will need to contact the company directly and follow their complaints procedure. Use the contact details on the letters they have sent to you. If you have been through the company’s complaints process and the problem remains unresolved and involves maladministration, you can complain to the Independent Case Examiner (see 1 above ). The Independent Case Examiner cannot concern itself with a healthcare professional’s clinical findings, but can examine complain