Department for Work and Pensions: Complaints

(asked on 31st January 2023) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, with reference to his Department's transparency data entitled Complaints about DWP: financial year 2021 to 2022, published on 17 May 2022, and Complaints about DWP: financial year 2022 to 2023, published on 31 January 2023, if he will make an assessment of the implications for his policies of the trend in the number of complaints received by his Department.


Answered by
Mims Davies Portrait
Mims Davies
Parliamentary Under-Secretary (Department for Work and Pensions)
This question was answered on 7th February 2023

DWP has made significant improvements to the complaints services since 2021 moving to a single tier model, with the aim of simplifying the process and prioritising vulnerable customers. We continually monitor complaints including the volumes and, where needed we have introduced further improvement including developing a consistent approach to complaints through new quality standards. We are committed to learning from complaints, using insight to support further improvements.

Complaint volumes were slightly lower in 2021-22, and whilst the data published on 31 January 2023 represents the first three quarters of 2022/23, volumes remain much lower than pre-pandemic levels. Overall volumes continue to represent less than 1% of the customer caseload.

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