Corporate report

Putting things right: complaints and learning from DWP second report session 2008 to 2009

This document contains the following information: Putting things right: complaints and learning from DWP second report session 2008 to 2009.

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Putting things right: complaints and learning from DWP second report session 2008-2009 - Full Text

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This document contains the following information:Putting things right: complaints and learning from DWP second report session 2008 to 2009.

In 2007-08 the Parliamentary Ombudsman received 7,341 complaints about government departments and a range of other public bodies. Of these, 2,574 were about the Department for Work and Pensions (DWP).

This is not surprising given the size and nature of DWP’s business, serving as they do over 20 million customers at any one time. It is understandable, even inevitable, that mistakes will happen.

What is important is how DWP dealt with the complaints arising from mistakes. Many, but by no means all, of the complaints received could have been resolved much sooner and by DWP themselves, if the complaint handling had been more customer focused. This report contains an anonymised digest of selected cases, highlighting poor information, delays, poor record-keeping, poor communication.

Local resolution of complains should be the most efficient way to secure an appropriate outcome. It is hoped the report will encourage DWP to seek ways to improve the service they provide to citizens.

This paper was laid before Parliament in response to a legislative requirement or as a Return to an Address and was ordered to be printed by the House of Commons.

Published 31 March 2009