Complaints about DWP: financial year 2021 to 2022
Updated 17 May 2022
Complaints about DWP
The 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) to steadily decrease over time. All complaints handled under the single tier approach are included in Complaints Resolution.
DWP businesses: complaints recorded from 1 April 2021
Complaint type | 1 Apr 2021 to 30 Jun 2021 | 1 Apr 2021 to 30 Sept 2021 | 1 April 2021 to 31 December 2021 | 1 April 2021 to 31 March 2022 |
---|---|---|---|---|
Complaint resolution | 3,867 | 8,538 | 13,926 | 19,175 |
Complaint review | 7 | 9 | 11 | 11 |
Total number of recorded complaints | 3,874 | 8,547 | 13,937 | 19,186 |
Independent Case Examiner (ICE): complaints recorded from 1 April 2021
Complaint type | 1 Apr 2021 to 30 Jun 2021 | 1 Apr 2021 to 30 Sept 2021 | 1 April 2021 to 31 December 2021 | 1 April 2021 to 31 March 2022 |
---|---|---|---|---|
Number of DWP complaints received | 1,145 | 2,325 | 3,429 | 4,740 |
Number of DWP complaints accepted for investigation | 313 | 582 | 1,004 | 1,642 |
Read the DWP complaints procedure.