Putting Things Right: Complaints and Learning from Dwp
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.
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Mr Ks complaint about Jobcentre Plus
Mr Js complaint about the Child Support Agency
Falling between the gaps
Mr Hs complaint about the Disability and Carers Service and Jobcentre Plus
Mrs Ps complaint about The Pension Service
Administration Agency told Agency's amounted to maladministration apologised April August awarded backdated basic state pension Belfast bereavement benefit Carers Service caused Child Benefit Office Child Support Agency child tax credit claim form complaint about Jobcentre complaint and concluded concluded our investigation considered customer focused Debt Management deduction from earnings delay Disability and Carers disability living allowance distress DWP's earnings order emails enquiries ensure error ex gratia February further H's complaint HSBC incapacity benefit claim income support claim inconvenience investigation found Jobcentre Plus agreed Jobcentre Plus told Jobcentre Plus's jobseeker's allowance July June Khad L's claim leaflet legal costs letter Macau March Mexborough misdirected Miss G Motability non-resident parent November October Officer F Ombudsman's Principles overpayment paid pension forecasts Pension Service Principles for Remedy public bodies put things right records replied response September 2008 special payments officer telephoned the Agency Twickenham upheld wrote