Complaints about DWP: financial year 2017 to 2018
Updated 5 June 2018
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This publication is available at https://www.gov.uk/government/publications/complaints-about-dwp-financial-year-2017-to-2018/complaints-about-dwp-financial-year-2017-to-2018
The numbers for each quarter are the cumulative totals from 1 April 2017.
1. DWP businesses – complaints recorded from 1 April 2017
| Complaint type | To 30 Jun 2017 | To 30 Sep 2017 | To 31 Dec 2017 | To 31 Mar 2018 |
|---|---|---|---|---|
| Complaint resolution | 11,927 | 23,479 | 32,956 | 43,222 |
| Complaint review | 1,294 | 3,999 | 5,309 | 6,752 |
| Total | 13,221 | 27,478 | 38,265 | 49,974 |
2. Independent Case Examiner – complaints recorded from 1 April 2017
| Complaint type | To 30 Jun 2017 | To 30 Sep 2017 | To 31 Dec 2017 | To 31 Mar 2018 |
|---|---|---|---|---|
| DWP complaints received by ICE | 1,091 | 2,432 | 3,515 | 5,342 |
| DWP complaints accepted for investigation by ICE | 648 | 1,263 | 1,927 | 2,531 |
3. About DWP complaints
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