Check out: ‘Chapter 16 Participant Complaints’
http://www.dwp.gov.uk/supplying-dwp/what-we-buy/welfare-to-work-services/provider-guidance/work-programme-provider.shtml
DWP Providers Complaint resolution core briefing pack May 2013
View a short summary of the complaint process, from page 15 of:
http://www.dwp.gov.uk/docs/core-briefing-pack-for-providers-complaints-resolution.pdf
If a provider complaint process is exhausted and still remains unresolved a complaint can be made to the Independent Case Examiner and if still not satisfied your MP can make a referral to The Parliamentary and Health Service Ombudsman.
Sample provider complaint forms and procedures:
https://www.whatdotheyknow.com/request/full_work_programme_complaint_pr#incoming-321599 & https://www.whatdotheyknow.com/request/work_programme_complaints_proced#incoming-314744
Notes: Welfare rights law and DWP guidance, in particular, changes frequently.
You may find more recent information via http://refuted.org.uk/category/ or by using the website search facility (top right)
www.refuted.org.uk 
