This is an HTML version of an attachment to the Freedom of Information request 'Request for complaints procedure'.

Department for Work and Pensions (DWP) 
Central Freedom of Information Team 
 
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx@xxx.xxx.xxx.xx 
 
Our reference: VTR FOI 3293 
 
Date: 29 August 2014 
 
 
 
Dear Mr Townsend-Handscomb, 
 
Thank you for your Freedom of Information (FoI) request received on 22 July 
2014.  
 
You asked:  
 
1)  Please can you send me all guidance, any written information and a 
summary of any training for staff, relevant to the complaints procedure 
and processes, including but not limited to: 
 

  Identifying complaints 
  Complaints logging 
  Complaints correspondence and resolution timescales 
  Staff and/or departments with specific complaints handling 
responsibilities 
  Complaints handling training 
  Complaints policies and procedures 
 
2)  In the AtW new structure, initial customer contact with AtW is 
through a call centre.   
 
  Please can you confirm that the call centre staff are covered by 
the same policies, procedures, and training as asked in 1) above. 
  If not, please can you send me the same information as requested 
in 1) above, as pertains to call centre staff.   
 
3)  Can you also please send me a copy of the complaints procedure, 
and any guidance on complaining, that you make available for AtW 
customers. 
 
Can you also send me samples of any standard wording used in AtW 
correspondence with customers informing them how to complain if they 
want to? 
 
 
 
 
 
 
 


Our response: 
 
1)  
  Identifying complaints 
 

These are captured through letter, email or telephone. 
 
  Complaints logging 
These are captured individually. 
 
  Complaints correspondence and resolution timescales 
 

Appendix 1 illustrates this process. 
Initial complaints made by phone, email or telephone to an adviser or 
manager are dealt with as a priority. If the complaint is not resolved at this 
level by the adviser or adviser manager, the complaint is passed to a 
dedicated ‘Complaints Resolution Manager’ (CRM), who deals with the 
complaint as a Tier 1 complaint. CRMs have been trained to investigate 
and resolve complaints, and will deal with all telephone and face-to-face 
complaints that cannot be resolved by the front-line. The CRM will aim to 
resolve the complaint within 15 working days. 
 
If the complainant still remains dissatisfied they will be advised that they 
can escalate their complaint to Tier 2, to the Director General of 
Operations for the Department for Work and Pensions or a DWP Director 
on his behalf. 
 
  Staff and/or departments with specific complaints handling 
responsibilities. 
 
DWP has complaints resolution teams established across all its operations 
 
  Complaints handling training. 
 
All Access to Work personnel attend learning sessions delivered by the 
Complaints Resolution Manager or their line manager. These sessions are 
based on the process flow chart shown at Appendix 1. 
 
  Complaints policies and procedures. 
 

A copy of our complaints procedure is enclosed at Appendix 1. 
 
2)  
 
  Please can you confirm that the call centre staff are covered by the 
same policies, procedures, and training as asked in 1) above. 
 
Yes. 
 
  If not, please can you send me the same information as requested in 
1) above, as pertains to call centre staff.   
 
Not applicable. 

 
3)   
  Can you also please send me a copy of the complaints procedure, 
and any guidance on complaining, that you make available for AtW 
customers. 

 
The complaints procedure is shown at Appendix 1. 
Advisers issue an Access to Work Customer Leaflet (ATWC1) with all 
decisions. This is copied at Appendix 2. 
 
  Can you also send me samples of any standard wording used in AtW 
correspondence with customers informing them how to complain if 
they want to? 

 
This is covered in the above paragraph. There is no prescriptive wording 
however DWP staff are provided with training to ensure they are fully 
equipped to deal with or direct complaints appropriately. 
 
Appendix 5 of current Access to Work guidance refers to a Review of an 
Access to Work decision, and explains the process a customer can take if 
they wish the original decision to be reconsidered. This guidance is under 
review and will be updated accordingly.  
 
I hope the above information and Appendices provide the information you are 
seeking. If you have any queries about this letter please contact us quoting 
the reference number above.   
 
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 
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx@xxx.xxx.xxx.xx or by writing to: DWP, Central FoI Team,  
Caxton House, Tothill Street, 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 
www.ico.org.uk/Global/contact_us  or telephone 0303 123 1113 or 01625 545745