Contact Ingeus

You can call Ingeus between 8am to 8pm Monday to Friday, and 9am to 5pm on Saturday.

Please note the following Christmas and New Year opening hours:

• Monday 23rd December, 8am – 5pm
• Tuesday 24th December, 8am – 3pm
• Friday 27th December, 8am – 5pm
• Saturday 28th December, Closed
• Monday 30th December, 8am – 5pm
• Tuesday 31st December, 8am – 5pm
• Thursday 2nd January – Return to normal hours

You will need to have your National Insurance number to hand.

For Personal Independence Payment (PIP), please call 0800 008 3075.

For Work Capability Assessment (WCA), please call 0800 072 0350.

For Specialist Benefits enquiries, please call the telephone number stated in your appointment letter or contact our WCA enquiry line.

Specialist Benefits include Industrial Injuries Disablement Benefit (IIDB) and assessments on behalf of Veterans UK.

We have many different ways we can communicate with you. For examples, if you would like braille, British Sign Language, a hearing loop, translations, large print, audio or something else, please call Ingeus between 8am and 8pm Monday to Friday, and 9pm to 5pm on Saturday.

For Personal Independence Payment, please call 0800 008 3075.

For Work Capability Assessment, please call 0800 072 0350.

For Specialist Benefits enquiries, please call the telephone number stated in your appointment letter or contact our WCA enquiry line.

Specialist Benefits include Industrial Injuries Disablement Benefit (IIDB) and assessments on behalf of Veterans UK.

If you have speech or hearing difficulties you can contact Ingeus by text relay. Dial 18001 followed by the telephone number you want to call.

Find more information about using text relay here Use Relay UK with textphone | Relay UK (bt.com)

For media enquiries regarding this service, please email mediaenquiries@ingeus.co.uk

For MP enquiries, please email Lot4.pip-parliamentary@haas.dwp.gov.uk.

Alternatively, please email Niall Smith, Communications & Public Affairs Manager, at nsmith4@ingeus.co.uk.

We aim to provide you with a high quality, positive experience, and are committed to living our values in everything we do.

We value your feedback and want to hear from you about your experience. You can tell Ingeus what we do well or what we need to improve, share any suggestions or comments, or make a complaint by:

Emailing Lot4.CustomerRelations@haas.dwp.gov.uk

Writing to Freepost CUSTOMER SERVICE CENTRE.

Calling 0800 072 0350 for Work Capability Assessment, or 0800 008 3075 for Personal Independence Payment, or the telephone number stated in your appointment letter if its for Specialist Benefits.

If you are attending an assessment in one of our centres, you can also pick up a feedback form from the centre. Return your completed form by giving it to a member of the team, putting it in the feedback box or posting it to Ingeus at the address above.

Guide to our complaints process

If you are not happy with the service you have received and choose to make a complaint, we will follow this process to make sure we properly address the issues raised.

When emailing or writing to Ingeus, please include your telephone number, National Insurance Number, and what assessment your complaint is about. We may need to contact you to find out more information.

• Step 1: We will write to you to acknowledge your complaint within 2 working days of us receiving it. A Customer Relations Advisor will be assigned to your complaint, and they will call you to introduce themselves.
• Step 2: All complaints are taken seriously and reviewed in detailed. We will provide a written response within 20 working days of acknowledging your complaint. If we need longer to complete our investigations, we will contact you to keep you informed.
• Step 3: If you are satisfied with our response, then no further action is required, and the process will end here. If you are not satisfied with our response, please contact the Customer Relations Advisor to tell us why.
• Step 4: We will assign a Senior Manager to review your complaint independently. If necessary, we will conduct further investigations.
• Step 5: We will send you a final response letter or email confirming the outcome of the independent review.
• Step 6: If you are still unhappy with the response, you can refer your complaint to the Independent Case Examiner (ICE). You can only do this if you have been through our complaints process and received your final response. You must contact ICE within 6 months of the date of the final response letter or email, and you must include a copy of your original complaint. You can find out more about the Independent Case Examiner by visiting their website or by the contact methods below. Please note the Independent Case Examiner does not look at legal matters, government policy, or benefit decisions.

Email ice@dwp.gov.uk

Telephone 0800 414 8529

Write to PO Box 209, Bootle, L20 7WA

Text relay if you cannot hear or speak on the telephone by dialling 18001 then 0800 414 8529

If you are a medical professional with a clinical enquiry, please call Ingeus using the relevant telephone number below. You can call between 8.30am to 5pm Monday to Friday.

These telephone numbers are for clinical enquiries only. If you are a customer and want to discuss your assessment, please use the Enquiry Line telephone numbers.

For Personal Independence Payment (PIP) enquiries, please call 0800 072 0382.

For Work Capability Assessment (WCA) enquiries, please call 0800 072 0383.

For Specialist Benefits (IIDB/Veteran) enquiries, please call 0800 072 0383.