DWP 'loses passport' as PIP claimant unable to see sick mum before she died

The Independent Case Examiner found DWP more likely than not received and lost a PIP claimant's passport

A DWP claimant was left unable to say goodbye to their terminally ill mother after the benefits department reportedly 'lost their passport', according to an official report. The heartbreaking case featured in a newly published report examining complaints to the DWP investigated by an independent examiner over the past year.

The claimant's situation - which prompted the DWP to issue a formal apology following the report's publication - is just one of a sharply rising number of grievances against the service. The report reveals that in 2025-26 there were 10,965 complaints, a significant rise from 3,835 in 2020.

The findings highlight that complaints have hit 'new highs', with referrals to the Independent Case Examiner (ICE) for the Department for Work and Pensions nearly tripling over five years. The Personal Independence Payment (PIP) claimant's ordeal serves as a poignant illustration of the everyday struggles that ordinary people face when navigating Britain's benefits system, reports the Mirror.

The report detailed the sequence of events following the claimant submitting their passport as part of a PIP application. PIP is a benefit designed to assist with the additional costs associated with living with a disability or long-term health condition.

The report stated: "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 of 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."

'Likely' the DWP lost the passport, says examiner

The examiner's assessment of the case determined that the weight of the 'large letter' Customer H had posted to DWP was in line with the typical weight of a passport. The conclusion stated: "So, on the balance of probability I believed it was more likely than not, that DWP had received the passport, but lost it."

The individual's complaint was upheld. The examiner recommended that DWP provide 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 independent review's latest report states it aims 'to influence DWP service improvements by providing valuable insight from what we see'. According to the report, between 1 April 2025 and 31 March 2026, ICE received 10,965 complaints, with 3,215 complaints being accepted.

However, officials indicate DWP's caseload is growing. In May 2026, there were 8.4 million people on Universal Credit, an increase from 7.7 million in May 2025.

DWP complaints rise as more willing to 'challenge decisions'

The latest report, authored by independent case examiner Joanna Wallace, notes: "The handling of complaints has important impact on public trust. We see customers are more willing to challenge decisions and for perceived unfairness and poor communications to be issues, along with emotionally driven concerns such as frustration, anxiety and loss of control.

"And customers readily use escalation from DWP businesses to our office if they feel the final response from DWP has not recognised all that went wrong or the impact on them."

Any customer who has had a negative experience with DWP services is able to raise a complaint through this channel. According to the DWP's Customer Experience survey, Universal Credit satisfaction ratings have risen steadily to 88 per cent, with officials noting this mirrors an upward trend across overall DWP satisfaction scores.

It is understood that, drawing on feedback from both customers and staff, the DWP is already taking steps to enhance and modernise its services. The department has reportedly introduced a new Quality Assurance Standards Framework, designed to drive continuous improvement by pinpointing learning opportunities, ensuring consistency in decision-making, and providing reassurance that customers receive a fair and prompt service.

This initiative is said to be bolstering consistent quality, boosting accuracy, and delivering better outcomes for customers. Furthermore, the Health Transformation Programme is reportedly overhauling health and disability benefit services, with a particular focus on transforming the Personal Independence Payment (PIP) service to enhance customer experience, operational efficiency and confidence in decisions.

A DWP spokesperson commented: "We apologise for mistakes made in these cases and strive to get it right every time. Of our 20 million customers, fewer than 1 per cent 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."