Complaints Procedure
We are committed to providing a high-quality service. If something has gone wrong, we want to hear about it so we can put it right and improve for the future.
How to Make a Complaint
If you are unhappy with any aspect of our service, please let us know. You can make a complaint by emailing us at:
Email: support@benefitsrobin.co.uk
Please include “Complaint” in the subject line of your email.
To help us investigate your complaint effectively, please include:
- Your name and contact details
- A clear description of what happened
- When it happened (dates and times, if you can recall them)
- How you would like us to resolve the issue, if you have a preference
- Any reference numbers or relevant correspondence
What to Expect
Our complaints process follows three stages:
Acknowledgement — within 2 working days
We will acknowledge your complaint within 2 working days of receiving it. This acknowledgement will confirm that we have received your complaint, provide a reference number, and let you know who will be handling your case.
Investigation and response — within 14 working days
We will investigate your complaint thoroughly and provide a full written response within 14 working days. Our response will explain what we found, whether we believe the complaint is justified, and what action we have taken or propose to take. If we need more time to investigate (for example, for complex issues), we will let you know and provide an updated timeline.
Resolution
Depending on the nature of the complaint, our resolution may include an apology, an explanation of what went wrong, steps taken to prevent the issue from recurring, or a correction of any errors in your account or application data.
What You Can Complain About
You can raise a complaint about any aspect of the Benefits Robin service, including:
- The accuracy of information or eligibility results provided
- Technical issues or errors with the website
- How your personal data has been handled
- The quality or timeliness of our customer support
- Accessibility issues with the website
- Any other aspect of our service
Please note: We are not able to investigate complaints about the DWP, benefit decisions, or the actions of any government department. If you wish to complain about a DWP decision, you can request a Mandatory Reconsideration directly from the DWP. We can provide information about how this process works.
If You Are Not Satisfied With Our Response
If you are not satisfied with the outcome of your complaint, you have the following options:
Internal Escalation
You can ask for your complaint to be reviewed by a senior member of our team. To do this, reply to the complaint response email and request an escalation. We will conduct a further review and respond within 14 working days.
Data Protection Complaints
If your complaint relates to how we have handled your personal data, and you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):
Website: ico.org.uk
Phone: 0303 123 1113
Accessibility Complaints
If your complaint relates to accessibility and you are not satisfied with our response, you can contact the Equality Advisory Support Service (EASS):
Website: equalityadvisoryservice.com
Phone: 0808 800 0082
Our Commitment
We take all complaints seriously. Every complaint is an opportunity for us to learn and improve our service. When we receive a complaint, we will:
- Treat you with respect and courtesy
- Investigate your complaint fairly and thoroughly
- Keep you informed about the progress of your complaint
- Respond within the timeframes set out above, or notify you if we need additional time
- Take appropriate action to resolve the issue and prevent it from happening again
- Use feedback from complaints to improve our service
Summary of Response Times
| Stage | Timeframe |
|---|---|
| Acknowledgement | Within 2 working days |
| Full response | Within 14 working days |
| Escalation review | Within 14 working days |
| Data access/deletion requests | Within 30 days (GDPR) |
Important: Benefits Robin is not affiliated with the DWP or UK Government. We provide information and assistance, not legal or financial advice. These are estimates based on your answers. Final decisions are made by the DWP.