Benefit types
If you’ve not been able to find the answers to your questions in our FAQs, please contact Capita using one of the following channels:
Personal Independence Payment (PIP)
Phone
You can call Capita from 8am to 8pm, Monday to Friday, and from 9am to 5pm on Saturday.
Someone else may call for you, but they will need to have your National Insurance number ready.
0800 072 0211 (England and Wales)
0800 072 0221 (Welsh language).
Video relay service
If you are a British Sign Language user, contact Capita using our video relay service.
Post
If you would rather contact Capita by post, please use this address:
Capita HAAS
PO Box 307
Darlington
DL98 1AB
How to make a comment or complaint about our PIP service
We are responsible for the assessment process. This includes arranging and carrying out face-to-face, telephone and video assessments. Please tell us if you are unhappy with any part of our service so we can try to put it right. This helps us to understand what we are doing well and where we need to do things better.
You can contact Capita by any of the contact methods above or use the dedicated channels listed below:
Email: Lot2.PIPCustomerRelations@haas.dwp.gov.uk
Post: PIP Complaints, PO Box 325, Darlington, DL1 9PH
What happens to my complaint?
Our aim is to deal with your complaint fairly, consistently and in a timely manner. We will acknowledge your complaint within two working days and aim to respond within 20 working days. Sometimes our investigation may take longer because we may need to obtain a copy of the report or questionnaire from the office dealing with your claim, or obtain information from the healthcare professional or other employees involved.
If we find any inaccuracies in your report, we will notify the office dealing with your claim. It is for DWP to decide whether our findings change their decision about your benefit entitlement. Capita cannot change the decision of DWP on your benefit or request a new assessment.
If you're unhappy with the benefit decision itself
Complaints about our service are different from disagreeing with the outcome of your claim. If you are unhappy about the decision made by DWP, you can ask them to reconsider it. Please phone DWP (Monday-Friday 9am-5pm) on 0800 121 4433 (textphone: 0800 121 4493). If you have hearing or speech difficulties, you can also contact DWP through Relay UK: 18001 then 0800 121 4433.
Taking your complaint further
Capita provides assessments on behalf of DWP. If you remain dissatisfied after we've responded, you can contact the DWP Independent Case Examiner (ICE):
Independent Case Examiner
PO Box 209, Bootle, L20 7WA
Email: ice@dwp.gov.uk
Telephone: 0800 169 0310
Important: Unless you have already had an agreement with DWP on the use of Email as a Reasonable Adjustment, for security reasons Capita, on behalf of DWP, cannot discuss personal information with you over email. Capita and DWP will never ask you to send any usernames, passwords, personal, health, medical or bank account information by email and we will not process such information if you do send it – it will be deleted. You must tell us about any changes that may affect your circumstances by post or telephone.
Employment Support Allowance (ESA), Universal Credit (UC) and other benefits
Phone
For any enquiries or help completing your WCA50 questionnaire, please contact Capita on:
0800 072 0222 (England and Wales)
0800 072 0226 (Welsh Line)
Our lines are open 8am to 8pm Monday to Friday and 9am to 5pm Saturday
Text relay service
If you have speech or hearing difficulties, you can also use the text relay service on 18001 0800 072 0222 (England and Wales) or 18001 0800 072 0226 (Welsh line). Please use with NGT or Relay UK apps.
Post
If you would rather contact Capita by post, please use this address:
Capita HAAS
PO Box 307
Darlington
DL98 1AB
How to make a comment or complaint about our ESA, UC and other benefits service
We are responsible for the assessment process. This includes arranging and carrying out face-to-face, telephone and video assessments. Please tell us if you are unhappy with any part of our service so we can try to put it right. This helps us to understand what we are doing well and where we need to do things better.
You can contact Capita by any of the contact methods above or use the dedicated channels listed below:
Email: lot2.CustomerRelations@haas.dwp.gov.uk
Post: ESA Complaints, PO Box 325, Darlington, DL1 9PH
What happens to my complaint?
Our aim is to deal with your complaint fairly, consistently and in a timely manner. We will acknowledge your complaint within two working days and aim to respond within 20 working days. Sometimes our investigation may take longer because we may need to obtain a copy of the report or questionnaire from the office dealing with your claim, or obtain information from the healthcare professional or other employees involved.
If we find any inaccuracies in your report, we will notify the office dealing with your claim. It is for DWP to decide whether our findings change their decision about your benefit entitlement. Capita cannot change the decision of DWP on your benefit or request a new assessment.
If you're unhappy with the benefit decision itself
Complaints about our service are different from disagreeing with the outcome of your claim. If you are unhappy about the decision made by DWP, you can ask them to reconsider it. Please phone DWP (Monday-Friday 9am-5pm) on 0800 121 4433 (textphone: 0800 121 4493). If you have hearing or speech difficulties, you can also contact DWP through Relay UK: 18001 then 0800 121 4433.
Taking your complaint further
Capita provides assessments on behalf of DWP. If you remain dissatisfied after we've responded, you can contact the DWP Independent Case Examiner (ICE):
Independent Case Examiner
PO Box 209, Bootle, L20 7WA
Email: ice@dwp.gov.uk
Telephone: 0800 169 0310
Important: Unless you have already had an agreement with DWP on the use of Email as a Reasonable Adjustment, for security reasons Capita, on behalf of DWP, cannot discuss personal information with you over email. Capita and DWP will never ask you to send any usernames, passwords, personal, health, medical or bank account information by email and we will not process such information if you do send it – it will be deleted. You must tell us about any changes that may affect your circumstances by post or telephone.