Complaints about DWP: financial year 2018 to 2019
Updated 7 May 2019
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The number of complaints recorded by DWP businesses between 1 April and 31 March 2019.
1. DWP businesses – complaints recorded from 1 April 2018
| Complaint type | 1 Apr 2018 to 30 Jun 2018 |
1 Apr 2018 to 30 Sep 2018 |
1 Apr 2018 to 31 Dec 2018 |
1 Apr 2018 to 31 Mar 2019 |
|---|---|---|---|---|
| Complaint resolution | 10,209 | 19,824 | 29,726 | 40,881 |
| Complaint review | 1,136 | 2,132 | 3,094 | 3,870 |
| Total | 11,345 | 21,956 | 32,820 | 44,751 |
2. Independent Case Examiner – complaints recorded from 1 April 2018
| Complaint type | 1 Apr 2018 to 30 Jun 2018 |
1 Apr 2018 to 30 Sep 2018 |
1 Apr 2018 to 31 Dec 2018 |
Apr 2018 to 31 Mar 2019 |
|---|---|---|---|---|
| DWP complaints received by ICE | 1,174 | 2,237 | 3,236 | 4,189 |
| DWP complaints accepted for investigation by ICE | 139 | 363 | 664 | 968 |
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