You can make a complaint about any aspect of the service you have received, including:
- Mistakes that have been made;
- Unreasonable delays;
- How you have been treated;
- Not being kept informed.
It is important to note that complaints are not a challenge or appeal against your Maternity Allowance claim.
The timing of a complaint is important, as you will usually have one month to dispute a decision.
Who do I make a complaint to?
Maternity Allowance
Telephone: 0800 169 0283
Textphone: 0800 169 0286
Welsh language telephone: 0800 169 0296
Monday to Friday, 8 am to 6 pm
British Sign Language (BSL) video relay service
Monday to Friday, 8 am to 6 pm
How do I challenge a Maternity Allowance decision?
If you disagree with the decision made on your Maternity Allowance claim, you can ask for a written explanation of the decision. After receiving the written statement, if you still believe the decision is wrong, you can ask your claim to be looked at again (this is also called ‘mandatory reconsideration) and appeal the decision.
You can ask for a mandatory reconsideration if:
- You think an error has been made or important evidence has been missed regarding your claim.
- You disagree with the reasons for the decision.
- You want to have the decision looked at again.
You need to ask for a mandatory reconsideration within one month of the date of the decision. However, if you request a written explanation of the decision within one month of the decision, the time limit to challenge the decision will be extended to 1 month and 14 days from the decision date.
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