The DWP has issued an apology after an independent examiner’s investigation was issued
A DWP claimant was left unable to visit their ill mother before she died after the benefits department ‘lost their passport’, according to a new official report. The heartbreaking case has been revealed in a report examining complaints to the DWP that were investigated by an independent examiner over the past year.
The claimant’s situation is one of a rising number of complaints against the service. The report reveals that in 2025-26 there were 10,965 complaints, a significant increase from 3,835 in 2020.
Its findings show that complaints have reached ‘new highs’, with referrals to the Independent Case Examiner (ICE) for the Department for Work and Pensions nearly trebling over five years. PIP is a benefit designed to assist with the additional costs associated with living with a disability or long-term health condition.
Examining the PIP claimant’s case, the report said: “When Customer H claimed Personal Independence Payment, they were asked to provide evidence including their valid passport to show their residence status (to confirm whether they were entitled to receive benefits whilst living in this country). DWP provided an envelope for them to send it in. Customer H posted a ‘large letter’ noted by the Post Office as weighing 0.050kg (the average weight o f a passport is 0.042kg) – the Post Office also provided a tracking number.
“When DWP receive a valuable document through the post, their Mail Opening Unit (MOU) should record receipt, scan the document on to the system, notify the relevant part of DWP, and return the valuable document to the customer.
“When Customer H contacted DWP to request the passport back so they could travel to visit their ill mother, DWP told them that they hadn’t received a passport, only a letter. A search was completed of the MOU, but they decided that as there was nothing showing in their records, they didn’t believe the passport had been received.
“Customer H complained and asked for compensation so that they could replace their passport. When the final response was sent, they were told that DWP hadn’t received the passport and that Customer H should contact Royal Mail.
“When Customer H escalated their complaint to this office they said that due to the lost passport and delays in getting another, their mother had died before they were able to see her.”
The examiner’s evaluation of the case found that the weight of the ‘large letter’ Customer H had sent to DWP was consistent with the average weight of a passport. It concluded: “So, on the balance of probability I believed it was more likely than not, that DWP had received the passport, but lost it.”
The person’s complaint was upheld. The examiner recommended that DWP make a consolatory payment of £400 and “consider reimbursing Customer H the cost of purchasing a new passport if they showed evidence of purchasing one.”
The report reveals that between 1 April 2025 and 31 March 2026, ICE received 10,965 complaints. Of these, 3,215 complaints were accepted. Yet the DWP caseload continues to grow.
In May 2026, there were 8.4 million people on Universal Credit, up from 7.7 million people on Universal Credit in May 2025. Any customer who has had a negative experience with DWP services is able to complain here.
The DWP’s Customer Experience survey has reportedly recorded a sustained rise in Universal Credit satisfaction scores to 88%. Sources say this reflects the upward trend in overall DWP satisfaction scores.
Sources also note that, drawing on feedback from both customers and staff, the DWP is already taking steps to improve and modernise its services. It is understood the department has introduced a new Quality Assurance Standards Framework designed to support continuous improvement by identifying learning opportunities, driving consistency in decision-making, and ensuring customers receive a fair and timely service.
This is helping to guarantee consistent quality, enhance accuracy, and strengthen outcomes for customers, sources say. Furthermore, it is understood that the Health Transformation Programme is modernising health and disability benefit services and transforming the Personal IndIndependence Payment (PIP) service to make customer experience better, and improve efficiency and trust in DWP decisions.
A DWP spokesperson said: “We apologise for mistakes made in these cases and strive to get it right every time. Of our 20 million customers, fewer than 1% complain, with our most recent survey showing satisfaction in the Department is increasing.
“We are not complacent, however, and continue to listen and act on feedback to ensure a consistent quality service is provided.”
To make a PIP claim, visit the government’s webpage on the subject. To read the full ICE report, click here.
