Where to go from here?

Wow! Just wow! I can't get my head around this at all, to say I'm shocked is an understatement. DWP have sent my friend a letter saying that his PIP is being disallowed because he didn't comply with Capita. So he rings DWP this morning to find out what exactly he didn't comply with and that he is asking once again for the assessors report. Apparently Becky the assessor told DWP that he didn't attend the telephone call meeting!!!!!!!!! I was there! He did attend it! So she blatantly lied to DWP! He's spoken to a case manager at DWP, who said the telephone call was being recorded (good) and that they will be contacting Capita to arrange another assessment for him.
Why did she lie? I'll tell you why, because they are thinking they are God now. She told him he wasn't eligible for PIP, which she is NOT allowed to do, it is not up to Capita, that is the DWPs decision. Then she lied outright and said he didn't attend the meeting. All whilst having to break off the interview to deal with her children!
Who do we complain to please? This is a serious breach of something?

As horrified as you are Judy! Your poor friend! Please keep us informed of what happens, everyone on here wants to see justice done.
Sadly this just proves [for any new reader] why everyone should ask for a recording AND if possible make their own as backup.
best wishes,
Denby