Advocacy, Complaints & Legal Support — UK Disability Guide
This guide is for disabled people, people with long-term conditions, neurodivergent people, carers, parents, families and anyone needing help to challenge decisions or
complain about services.
It covers NHS, councils, DWP, benefits, Child Maintenance Service, family court, tribunals, ombudsmen and legal aid.
Where to get help straight away
Where to go for;
NHS problem or complaint
PALS, NHS complaints team, NHS complaints advocacy
Council care, housing, SEND or social care complaint
Local council complaints team, then Local Government & Social Care Ombudsman
DWP benefits complaint
DWP complaints process, then Independent Case Examiner, then Ombudsman
Wrong benefit decision
Mandatory reconsideration, then tribunal appeal
Child Maintenance Service error
CMS mandatory reconsideration, complaint, then appeal where allowed
Family court or child arrangements
Legal aid adviser, family mediator, Citizens Advice, Child Law Advice
Discrimination
Equality Advisory and Support Service
Legal help
GOV.UK legal aid checker and legal aid adviser search
Independent Advocacy
An advocate can help someone understand rights, speak up, prepare for meetings, write complaints, challenge decisions and explain what they want.
Advocacy may help with:
- NHS complaints
- Social care assessments
- Care packages
- Mental health services
- Safeguarding
- Education and SEND
- Housing
- Benefits
- Court or tribunal preparation
NHS England says NHS complaints advocates can help write complaint letters and attend meetings, although they do not make the complaint for you or give legal or medical advice.
Useful links:
- NHS PALS information:
- NHS complaints information:
- Citizens Advice: 0800 144 8848
- Equality Advisory and Support Service: 0808 800 0082
NHS Complaints
You can complain about NHS services including:
- GP services
- Hospitals
- Mental health services
- Community health services
- Dentists
- Ambulance services
- NHS-funded care
You can usually complain directly to the service provider or to the commissioner. PALS can help resolve urgent hospital concerns informally and explain the NHS complaints process.
If the complaint is not resolved, the Parliamentary and Health Service Ombudsman can investigate NHS complaints in England. Their service is free, fair and independent.
Contacts:
- NHS 111: 111
- Emergency: 999
- Parliamentary and Health Service Ombudsman: 0345 015 4033
Local Authority Complaints
You can complain to your local council about:
- Adult social care
- Children’s services
- SEND support
- Disabled Facilities Grants
- Housing support
- Care assessments
- Direct Payments
- Blue Badge decisions
- Council-funded care
Start with the council’s complaints process. If unresolved, the Local Government and Social Care Ombudsman can investigate complaints about councils and adult care providers in England. It is free, independent and impartial.
Useful links:
- Find your local council: GOV.UK
- Local Government & Social Care Ombudsman: 0300 061 0614
DWP Complaints
You can complain about poor service from DWP, including:
- Delays
- Lost documents
- Poor communication
- Accessibility failures
- Staff behaviour
- Repeated mistakes
- Failure to make reasonable adjustments
The DWP complaints procedure explains how to raise concerns, ask for escalation, contact the Independent Case Examiner and then the Parliamentary and Health Service Ombudsman.
Important: a complaint is different from challenging a benefit decision. If the amount, award or refusal is wrong, use mandatory reconsideration.
Benefit Decisions, Mandatory Reconsideration & Tribunal Appeals
If you disagree with a benefit or child maintenance decision, you can ask for a mandatory reconsideration. GOV.UK says this is free and applies to benefits and child maintenance decisions.
This may apply to:
- PIP
- Universal Credit
- ESA
- Attendance Allowance
- DLA
- Carer’s Allowance
- Child Maintenance Service decisions
If you still disagree after mandatory reconsideration, you may be able to appeal to an independent tribunal. GOV.UK says benefit appeals are free and usually must be made within one month of the mandatory reconsideration decision.
Get help from:
- Citizens Advice: 0800 144 8848
- Disability Rights UK
- Welfare rights services
- Law centres
- Local advice charities
Child Maintenance Service Errors & Complaints
This is important if CMS has calculated payments wrongly, used incorrect income, missed evidence, failed to update shared care, or made enforcement mistakes.
You can:
- Ask CMS to explain the calculation.
- Provide evidence of the error.
- Ask for mandatory reconsideration if you disagree with the decision.
- Make a complaint if the service was poor.
- Appeal if the decision allows it.
GOV.UK says you can challenge a CMS payment amount by asking for mandatory reconsideration,
usually within 30 days of the decision letter.
CMS contact:
- Child Maintenance Service: 0800 171 2345
- Welsh language: 0800 232 1979
- Relay UK: 18001 then 0800 171 2345
Family Court & Family Legal Support
Family court issues may include:
- Child arrangements
- Contact disputes
- Parental responsibility
- Domestic abuse protection
- Financial arrangements after separation
- Child maintenance issues outside CMS powers
- Disability-related parenting support
- Reasonable adjustments in court
GOV.UK provides guidance on family court applications involving children and parenting plans.
Legal aid may be available for some family matters, especially where there is domestic abuse, child protection, risk of harm, homelessness, serious disrepair, poor-quality care linked to disability, or certain child and finance issues after abuse.
Useful links:
- Find a legal aid adviser or family mediator:
- Child Law Advice
- Citizens Advice
- Rights of Women
- Resolution family lawyers
Legal Aid Information
Legal aid can help pay for legal advice, mediation or representation if you qualify.
It may cover some issues involving:
- Domestic abuse
- Child protection
- Family court
- Housing possession or homelessness
- Serious housing disrepair
- Community care
- Mental health
- Discrimination
- Some education issues
GOV.UK says legal aid advisers will check your problem and finances to see if you qualify.
Ombudsman Services
Use an ombudsman after you have usually completed the organisation’s own complaints process.
Ombudsman
Covers
Parliamentary and Health Service Ombudsman
NHS England and UK government departments
Local Government & Social Care Ombudsman
Councils and adult social care providers in England
Housing Ombudsman
Social housing complaints
Independent Case Examiner
Some DWP and CMS complaints before Ombudsman escalation
The Parliamentary and Health Service Ombudsman investigates complaints about UK government departments and the NHS in England.
Disability Rights & Reasonable Adjustments
When complaining, always include accessibility needs clearly.
You can ask for:
- Letters in large print, audio, braille or easy read
- Extra time to respond
- Phone, video or written communication
- An advocate, carer or supporter to attend meetings
- Accessible venues
- Remote appointments
- Breaks during hearings
- Communication support
- Reasonable adjustments at court or tribunal
The Equality Act 2010 may protect disabled people from discrimination and require reasonable adjustments.
What to Put in a Complaint or Appeal
Include:
- Your name and contact details
- National Insurance number, NHS number, CMS reference or council reference if relevant
- What decision or service you are unhappy with
- Dates and names of people involved
- What went wrong
- How it affected you
- Evidence
- What you want to happen
- Any accessibility needs
- A request for reasonable adjustments if needed
Evidence may include:
- Medical letters
- Care plans
- Benefit letters
- CMS calculations
- Bank statements
- Screenshots
- Emails
- Appointment records
- School or workplace evidence
- Witness statements
Main UK Support, Advocacy, Complaints & Legal Help Links
NHS Support & Complaints
- NHS Complaints Information
- NHS PALS (Patient Advice and Liaison Service)
- NHS 111 Online
- NHS Accessible Information Standard
NHS Complaint Escalation
PHSO Helpline: 0345 015 4033
DWP, Benefits & CMS
DWP Complaints
Mandatory Reconsideration
Benefit Appeals
Child Maintenance Service (CMS)
CMS Telephone: 0800 171 2345
CMS Welsh Language: 0800 232 1979
Relay UK: 18001 then 0800 171 2345
Local Council & Social Care Complaints
Local Authority Complaints
Ombudsman
Telephone: 0300 061 0614
Housing Problems
Shelter
Helpline: 0808 800 4444
Housing Ombudsman
Disability Rights & Discrimination
Equality Advisory and Support Service (EASS)
Telephone: 0808 800 0082
Textphone: 0808 800 0084
Equality and Human Rights Commission
Equality Act 2010
Independent Advocacy
NHS Complaint Advocacy
Citizens Advice
Telephone: 0800 144 8848
Disability Rights UK
VoiceAbility
POhWER Advocacy
Legal Aid & Legal Advice
GOV.UK Legal Aid
Find a Legal Aid Adviser
Civil Legal Advice
Telephone: 0345 345 4345
Law Centres Network
Family Court & Family Law Support
Family Court Information
Child Law Advice
Resolution (Family Law Professionals)
Rights of Women
- Rights of Women
Family Law Advice Line: 020 7251 6577
Autism, Learning Disabilities & Mental Capacity Advocacy
Mencap
Helpline: 0808 808 1111
National Autistic Society
Helpline: 0808 800 4104
Carers Support
Carers UK
Helpline: 0808 808 7777
Carers Trust
Benefits, Debt & Financial Advice
MoneyHelper
Turn2Us
National Debtline
Telephone: 0808 808 4000
StepChange
Telephone: 0800 138 1111
Disability Benefits & Government Support
- Financial Help if You're Disabled (GOV.UK)
- Personal Independence Payment (PIP)
- Attendance Allowance
- Universal Credit
- Access to Work
Access to Work: 0800 121 7479
Emergency & Crisis Support
NHS 111
Telephone: 111
Emergency Services
Telephone: 999
Samaritans
Telephone: 116 123
Shout Crisis Text Service
Text: SHOUT to 85258
These are the main UK-wide support, complaints, advocacy, tribunal, legal aid, family court, disability rights, CMS, NHS, council and ombudsman services that most people need when challenging decisions, making complaints, seeking advocacy or obtaining legal support.