Benefit types
If you’ve not been able to find the answers to your questions in our FAQs, please contact Capita using one of the following channels:
Personal Independence Payment (PIP)
Phone
You can call Capita from 8am to 8pm, Monday to Friday, and from 9am to 5pm on Saturday.
Someone else may call for you, but they will need to have your National Insurance number ready.
0800 072 0397.
Text relay service
If you have speech or hearing difficulties, you can also use the text relay service on 18001 0800 072 0397. Please use with NGT or Relay UK apps.
Post
If you would rather contact Capita by post, please use this address:
Capita HAAS, Capita PLC, PO Box 393, Darlington DL1 9UL.
How to make a comment or complaint about our PIP service
We are responsible for the assessment process. This includes arranging and carrying out face-to-face and telephone assessments. Please tell us if you are unhappy with any part of our service so we can try to put it right. This helps us to understand what we are doing well and where we need to do things better.
You can contact Capita by any of the contact methods above or use the dedicated channels listed below:
Email: Lot5.PIPCustomerRelations@haas.dfcni.gov.uk
Post: Capita HAAS, Capita PLC, PO Box 393, Darlington DL1 9UL.
What happens to my complaint?
Our aim is to deal with your complaint fairly, consistently and in a timely manner. We will acknowledge your complaint within two working days and aim to respond within 20 working days. Sometimes our investigation may take longer because we may need to obtain a copy of the report or questionnaire from the office dealing with your claim, or obtain information from the Healthcare Professional or other employees involved.
If we find any inaccuracies in your report, we will notify the office dealing with your claim. It is for the Department for Communities (DfC) to decide whether our findings change their decision about your benefit entitlement. The Health Assessment Advisory Service cannot change the decision of DfC on your benefit or request a new assessment.
If you're unhappy with the benefit decision itself
Complaints about our service are different from disagreeing with the outcome of your claim. If you are unhappy about the decision made by DfC, you may ask them to reconsider it - please contact the office listed on your decision letter.
If you're not satisfied with our response
Please contact our Customer Relations team, explaining which parts of your complaint have not been addressed to your satisfaction. A senior manager will personally review the investigation into your complaint and undertake a further investigation, if appropriate.
Taking your complaint further
The Health Assessment Advisory Service provides consultations on behalf of the Department for Communities (DfC). If you continue to be dissatisfied with the complaint process, you can contact:
Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast, BT1 6HN
Freepost: Freepost NIPSO
Important: Unless you have already had an agreement with DfC on the use of Email as a Reasonable Adjustment, for security reasons Capita, on behalf of DfC, cannot discuss personal information with you over email. Capita and DfC will never ask you to send any usernames, passwords, personal, health, medical or bank account information by email and we will not process such information if you do send it – it will be deleted. You must tell us about any changes that may affect your circumstances by post or telephone.
Employment Support Allowance (ESA), Universal Credit (UC) and other benefits
Phone
If you have any questions, please contact Capita on:
0800 072 0398 (ESA and UC)
0300 046 1895 (Other benefits)
Our lines are open Monday to Friday from 8.30am to 5pm.
Text relay service
If you have speech or hearing difficulties, you can also use the text relay service on 18001 0800 072 0398 (ESA and UC) or 18001 0300 046 1895 (other benefits). Please use with NGT or Relay UK apps.
Post
If you would rather contact Capita by post, please use this address:
Capita HAAS, Metropolitan Building, 1st Floor, 29-31 Alfred Street, Belfast, BT2 8ED
How to make a comment or complaint about our ESA, UC and other benefits service
We are responsible for the assessment process. This includes arranging and carrying out face-to-face and telephone assessments. Please tell us if you are unhappy with any part of our service so we can try to put it right. This helps us to understand what we are doing well and where we need to do things better.
You can contact Capita by any of the contact methods above or use the dedicated channels listed below:
Email: lot5.BelfastCustomerRelationsTeam@haas.dfcni.gov.uk
Post: Capita HAAS, Metropolitan Building, 1st Floor, 29-31 Alfred Street, Belfast, BT2 8ED
What happens to my complaint?
Our aim is to deal with your complaint fairly, consistently and in a timely manner. We will acknowledge your complaint within two working days and aim to respond within 20 working days. Sometimes our investigation may take longer because we may need to obtain a copy of the report or questionnaire from the office dealing with your claim, or obtain information from the Healthcare Professional or other employees involved.
If we find any inaccuracies in your report, we will notify the office dealing with your claim. It is for the Department for Communities (DfC) to decide whether our findings change their decision about your benefit entitlement. The Health Assessment Advisory Service cannot change the decision of DfC on your benefit or request a new assessment.
If you're unhappy with the benefit decision itself
Complaints about our service are different from disagreeing with the outcome of your claim. If you are unhappy about the decision made by DfC, you may ask them to reconsider it - please contact the office listed on your decision letter.
If you're not satisfied with our response
Please contact our Customer Relations team, explaining which parts of your complaint have not been addressed to your satisfaction. A senior manager will personally review the investigation into your complaint and undertake a further investigation, if appropriate.
Taking your complaint further
The Health Assessment Advisory Service provides consultations on behalf of the Department for Communities (DfC). If you continue to be dissatisfied with the complaint process, you can contact:
Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast, BT1 6HN
Freepost: Freepost NIPSO
Important: Unless you have already had an agreement with DfC on the use of Email as a Reasonable Adjustment, for security reasons Capita, on behalf of DfC, cannot discuss personal information with you over email. Capita and DfC will never ask you to send any usernames, passwords, personal, health, medical or bank account information by email and we will not process such information if you do send it – it will be deleted. You must tell us about any changes that may affect your circumstances by post or telephone.