Transparency data

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