Research and analysis

Understanding the experiences of PDCS customers engaged with the formal complaints process (RR770)

Customer experiences of the PDCS complaints process and recommendations to address identified barriers and challenges.

Documents

Understanding the experiences of PDCS customers engaged with the formal complaints process (RR770): report

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Understanding the experiences of PDCS customers engaged with the formal complaints process (RR770): summary

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Detail

By Stephen Syrett, David Etherington, Ignatius Ekanem and Pamela Macaulay

Middlesex University Centre for Enterprise and Economic Development Research was commissioned to undertake a piece of in-depth qualitative research with a sample of customers of the Pension, Disability and Carers Service (PDCS) in order to identify customer experiences of the PDCS complaints process and make recommendations to address identified barriers and challenges.

This report presents the findings from the qualitative research.

PDCS customers taking part in the research had their complaints registered and cleared in the calendar month of August 2010.

A total of 50 interviews with PDCS customers was achieved.