Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps she is taking to ensure that personal independence payment rejection letters are empathetic.

The Department for Work and Pensions is committed to delivering a good claimant experience throughout the decision making process. Case Managers in DWP are all aware of the need to explain their decisions in a clear and empathetic way. We are considering how the explanation section (“My decision” section) of Personal Independence Payment decision letters can be improved.