This is an HTML version of an attachment to the Freedom of Information request 'Jobcentre Plus Complaints'.

DWP Central Freedom of Information Team
Annex A 
Our Ref: VTR 282 

Annex A 
Dear Mr Ablett,  
Thank you for your Freedom of Information request received on 19 January 2014.   You 
1) Could you please provide any up-to-date documents (as in, still currently applicable at 
today's date of 19/01/14) regarding the complaints procedure for Jobcentre Plus. 
2) Could you also provide any up-to-date documents detailing how Jobcentre Plus staff should 
treat customers. 
3) Could you please provide information on how many Jobcentre Plus staff have been 
dismissed following a complaint made against them personally and how many have been 
dismissed following a complaint made against the service.  If any, could you break this down 
into figures per year, from 2010 - 2014, clarifying whether the dismissal was as a result of a 
direct complaint against a staff member or not. 
4) Finally, could you please provide the total amount of complaints made against Jobcentre 
Plus for the same period, 2010 - 2014, broken down into figures per year, and if you have the 
information, whether the complaints were made against staff or Jobcentre Plus in general. 

In response to your first question, Section 21 of the Freedom of Information Act allows us to 
direct you to information which is already reasonably accessible to you. The information you 
requested is available on the website. I have attached the link here.  
Section 21 is also appropriate in response to your second question. Jobcentre Plus is part of 
the Department for Work and Pensions (DWP) and as such, complies with the DWP Customer 
Charter.  This, too, can be found on the website, and again, I attach the link here. 
In response to your third question, whilst Jobcentre Plus remains the branding of the 
Department's frontline face to face service, the executive agency status of Jobcentre Plus 
ended during 2011-12 as DWP integrated its frontline agencies into one operation. This means 
information for Jobcentre Plus as an agency only exists between 01 January 2010 and 31 
October 2011. 
During this period 641 individuals were dismissed for disciplinary reasons. Our systems do not 
record the circumstances of the incident(s) that led to the dismissal. The circumstances may 
be held in personnel files; however accessing these would require a manual trawl of clerically 

held records which would incur disproportionate costs. A breakdown of this calculation is 
shown in the table below. 
Cost of retrieval of each file = £5 
641 files x £5 = £3,205 
Hourly rate for searching files for 
10 minutes a file = 6 an hour 
disciplinary circumstances 
106 hours to search all 641 files 
£25 an hour rate x 106 hours = 
Total Cost 
£3,205 + £2,650 = £5,855 
The appropriate limit has been specified in regulations, and for central Government it is set at 
£600. This represents the estimated cost of one person spending 3½ working days in 
determining whether the Department holds the information, and locating, retrieving and 
extracting the information. Under section 12 of the Freedom of Information Act the Department 
is not obliged to comply with your request and we are unable to process your request further 
as it would take us longer than the estimated cost time to retrieve this information for you. 
Finally, in response to your fourth question, the figures provided below will give you an 
indication of complaints made against Jobcentre Plus overall, and Jobcentre Plus complaints 
made that fall under the DWP Customer Charter category of ‘DWP Staff Don’t Treat Me With 
Please also note the DWP reporting year is from April to March, not January to December. 
Reporting Year 
Jobcentre Plus Complaints 
Jobcentre Plus Complaints 
received Overall 
recorded under ‘Staff do not 
treat me with respect’ 
2010 - 2011 
2011 – 2012 
2012 – 2013 
2013 -2014 (to end Dec 2013)  38,301 
If you have any queries about this letter please contact me quoting the reference number 
Yours sincerely,  
DWP Central FoI Team 
Your right to complain under the Freedom of Information Act 

If you are not happy with this response you may request an internal review by e-mailing freedom-of-information- or by writing to DWP, Central FoI Team, Caxton House, Tothill Street, London, SW1H 
9NA. Any review request should be submitted within two months of the date of this letter.  
If you are not content with the outcome of the internal review you may apply directly to the Information 
Commissioner’s Office for a decision. Generally the Commissioner cannot make a decision unless you have 
exhausted our own complaints procedure. The Information Commissioner can be contacted at: The Information 
Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow Cheshire SK9 5AF