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:
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.
So that we can support you in the best way, you will need to ring a number based on the reference number provided in your appointment letter.
The image below shows you where you can find your reference number and which phone number to call.
The image displays two versions of a claimant appointment letter. In the first version, the reference number - starting with "PIP" - is located in the top-left corner. In the second version, the layout differs: the reference number shown is the claimant’s National Insurance Number, positioned on the right-hand side.
If you can see a reference number starting with “PIP” in the top left of your appointment letter, please call 0808 178 8114.
If your appointment letter shows your National Insurance Number as the reference and is noted on the right-hand side, please call 0800 072 0211.
If you don’t have your appointment letter to hand, don’t worry, please call us on 0808 178 8114 and we will be able to help you with your query.
If you happen to call the wrong number, our team will advise you to call back and share the right number with you.
If you cannot hear or speak on the phone, dial 18001 directly before one of the numbers above.
Video relay service
If you are a British Sign Language user, contact Capita using our video relay service.
You can email our team directly via contactus@capita-pip.co.uk
Post
If you would rather contact Capita by post, please use this address:
Capita HAAS
PO Box 307
Darlington
DL98 1AB
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, telephone and video 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: complaints@capita-pip.co.uk
Post: PIP Complaints, PO Box 325, Darlington, DL1 9PH
Phone
For any enquiries or help completing your ESA50 or UC50 questionnaire, please contact Capita on:
0800 072 0222 (England and Wales)
0800 072 0226 (Welsh Line)
Our lines are open 8am to 8pm Monday to Friday and 9am to 5pm Saturday
Text relay service
If you have speech or hearing difficulties, you can also use the text relay service on 18001 0800 072 0222 (use with NGT or Relay UK apps).
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, telephone and video 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: lot2.CustomerRelations@haas.dwp.gov.uk
Post: ESA Complaints, PO Box 325, Darlington, DL1 9PH
