Putting Things Right: Complaints and Learning from DWP

HC 367

Author:

Parliamentary and Health Service Ombudsman

Publisher:

TSO (The Stationery Office)

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, 'Putting Things Right: Complaints and Learning from DWP (HC 367)', contains an anonymised digest of selected cases, highlighting poor information, delays, poor record-keeping, and 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.

Extent	96 pages	ISBN	9780102959048
Size	A4	Price	£19.15
Format	Paperback	Published	31 Mar 2009
Availability	Out of stock - available to order	Delivery	Delivery options and charges