Transparency data

Complaints about DWP: financial year 2015 to 2016

Updated 27 June 2016

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This publication is available at https://www.gov.uk/government/publications/complaints-about-dwp-financial-year-2015-to-2016/complaints-about-dwp-financial-year-2015-to-2016

A complaint is defined as “any expression of dissatisfaction about the service provided which is not resolved by operational staff as normal business”.

Unresolved issues are referred to Complaint Resolution Managers to investigate.

If the complainant is unhappy with this response, they can ask for the matter to be referred to senior managers for a review. This is the business’ final response.

Complainants who are unhappy with the business’ final response can ask DWP’s independent complaints reviewer, the Independent Case Examiner (ICE), to look at their complaint.

Read the DWP complaints procedure

The numbers for each quarter are the cumulative totals from 1 April 2015.

Complaints recorded by DWP businesses from 1 April 2015

Complaint type To 30 Jun 2015 To 30 Sep 2015 To 31 Dec 2015 To 31 Mar 2016 (full year)
Complaint resolution 11,936 23,335 33,850 45,702
Complaint review 676 1,366 1,888 2,386
Total 12,612 24,701 35,738 47,458

Complaints recorded by the Independent Case Examiner (ICE) from 1 April 2015

Complaint type To 30 Jun 2015 To 30 Sep 2015 To 31 Dec 2015 To 31 Mar 2016 (full year)
DWP complaints received by ICE 602 1,221 1,734 2,324
DWP complaints accepted for investigation by ICE 46 445 660 932
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