DWP improves complaints handling
The Department for Work and Pensions is improving the way it handles complaints and making it simpler.
The old complaints service involved two tiers and put the responsibility on the customer to escalate their complaint if they were not satisfied with how it was handled at tier one.
The changes mean that from 9 July 2020 a new centralised team, made up of experienced complaint handlers, will triage the complaints and prioritise those that are the most serious or from vulnerable claimants.
As is the case now, if someone is still not satisfied they have the option of escalating their complaint to the Independent Case Examiner and then the Parliamentary Health and Service Ombudsman.
More information about this new process can be found on the complaints procedure page.
Contact Press Office
Media enquiries for this press release – 020 3267 5144
Press Office
Caxton House
Tothill Street
London
SW1H 9NA
Telephone: 0115 965 8781
Follow DWP on: