Putting Things Right: Complaints and Learning from Dwp

Front Cover
The Stationery Office, 2009 - Medical - 96 pages
0 Reviews
In 2007-08 the Parliamentary Ombudsman received 7,341 complaints about government departments and a range of other public bodies. Of these, 2,574 were about the Department for Work and Pensions (DWP). This is not surprising given the size and nature of DWP's business, serving as they do over 20 million customers at any one time. It is understandable, even inevitable, that mistakes will happen. What is important is how DWP dealt with the complaints arising from mistakes. Many, but by no means all, of the complaints received could have been resolved much sooner and by DWP themselves, if the complaint handling had been more customer focused. This report contains an anonymised digest of selected cases, highlighting poor information, delays, poor record-keeping, poor communication. Local resolution of complains should be the most efficient way to secure an appropriate outcome. It is hoped the report will encourage DWP to seek ways to improve the service they provide to citizens.
 

What people are saying - Write a review

We haven't found any reviews in the usual places.

Contents

Foreword
5
Mr Ks complaint about Jobcentre Plus
20
Pelay
33
Mr Js complaint about the Child Support Agency
48
Falling between the gaps
55
Mr Hs complaint about the Disability and Carers Service and Jobcentre Plus
69
Mrs Ps complaint about The Pension Service
82
Other publications
95
Copyright

Common terms and phrases

Bibliographic information