Complaints about DWP: financial year 2020 to 2021

Q: Complaints about DWP

The Department for Work and Pensions ( DWP ) introduced a single tier complaints process on 9 July 2020. Any complaints received or closed prior to this date will continue to be handled under the previous 2 tier complaints process. We expect the numbers recorded against Complaints Review (Tier 2) will steadily decrease across 2020 to 2021 until the 2 tier complaints are exhausted. All complaints handled under the single tier approach are included in Complaints Resolution.

Updated 3 June 2021

Applies to England, Scotland and Wales

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This publication is available at https://www.gov.uk/government/publications/complaints-about-dwp-financial-year-2020-to-2021/complaints-about-dwp-financial-year-2020-to-2021