Complaint response metrics – national DWP Complaints service

M Downing made this Freedom of Information request to Department for Work and Pensions Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

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Dear Department for Work and Pensions,

I am requesting the following recorded information about metrics measuring DWP responses to complaints made to the national DWP Complaints service:

1. Proportion of complaints for which a final response is made.
2. Proportion of complaints which are acknowledged.
3. Proportion of complaints which are responded to within 15 working days.
4. Average time taken to make a response to complaints for which a final response is made.

Yours faithfully,
M Downing

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freedom-of-information-request@dwp.gov.uk,

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Dear M Downing,

I am writing in response to your request for information, received 13th
May.

Yours sincerely,

DWP Central FoI Team

James C Kelsall left an annotation ()

Regarding question 3, I previously requested the same data in 2019 (https://www.whatdotheyknow.com/request/c...), and the data for the 2018/2019 year was provided, this may be of use to you.

I submitted a similar request earlier today (https://www.whatdotheyknow.com/request/c...) for more recent data (2021/2022 and 2022/2023 if available), a response is due on or before the 21st of June.

Dear Department for Work and Pensions,

Thank you for your reply.

Could I please restrict the request to complaints made in February 2023?

Yours faithfully,

M Downing

DWP freedom-of-information-requests, Department for Work and Pensions

Thank you for contacting the Department for Work and Pensions (DWP).
 
This is an automated confirmation that your request for information has
been received by the DWP Freedom of Information mailbox and will be
processed accordingly.
 
Please note that this mailbox is for Freedom of Information (FOI) or
Internal Review (IR) requests only – If you have submitted a non FOI or IR
related email then we may not be able to action it.
 
 
Timescales for responding
 
Freedom of Information (FOI) Requests
 
If your email is a valid FOI request, as per Section 8 of the FOI Act
2000, you can normally expect a response within 20 working days.
 
Internal Review (IR) Requests
 
You can normally expect a response within 20 working days.
 
We will respond to all valid FOI and IR requests within our statutory
timescales, if we are unable to do so then we will contact you to explain
why. Please note that we are not able to process your FOI or IR request in
any shorter timescales that you may indicate.
 
 
Receiving a response from us
 
Please note that email FOI and IR responses will be issued from
[email address]
 
We recommend that you add this address to your email contacts otherwise
the response may be treated as Spam or Junk by your email account
provider.  
 
 
Further Information
 
Should you have any further queries in connection with your FOI or IR
request please contact us.
 
More information on the DWP can be accessed on gov.uk here –
[1]https://www.gov.uk/government/organisati...
 

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References

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freedom-of-information-request@dwp.gov.uk,

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Dear M Downing,

I am writing in response to your request for information, received 27th
May.

Yours sincerely,

DWP Central FoI Team

Dear Department for Work and Pensions,

Thank you for your reply.

Could I please restrict the request to questions 1 & 3 only for complaints made in February 2023?

Yours faithfully,

M Downing

DWP freedom-of-information-requests, Department for Work and Pensions

Thank you for contacting the Department for Work and Pensions (DWP).
 
This is an automated confirmation that your request for information has
been received by the DWP Freedom of Information mailbox and will be
processed accordingly.
 
Please note that this mailbox is for Freedom of Information (FOI) or
Internal Review (IR) requests only – If you have submitted a non FOI or IR
related email then we may not be able to action it.
 
 
Timescales for responding
 
Freedom of Information (FOI) Requests
 
If your email is a valid FOI request, as per Section 8 of the FOI Act
2000, you can normally expect a response within 20 working days.
 
Internal Review (IR) Requests
 
You can normally expect a response within 20 working days.
 
We will respond to all valid FOI and IR requests within our statutory
timescales, if we are unable to do so then we will contact you to explain
why. Please note that we are not able to process your FOI or IR request in
any shorter timescales that you may indicate.
 
 
Receiving a response from us
 
Please note that email FOI and IR responses will be issued from
[email address]
 
We recommend that you add this address to your email contacts otherwise
the response may be treated as Spam or Junk by your email account
provider.  
 
 
Further Information
 
Should you have any further queries in connection with your FOI or IR
request please contact us.
 
More information on the DWP can be accessed on gov.uk here –
[1]https://www.gov.uk/government/organisati...
 

show quoted sections

References

Visible links
1. https://www.gov.uk/government/organisati...

freedom-of-information-request@dwp.gov.uk,

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Dear M Downing,

I am writing in response to your request for information, received 23rd
June.

Yours sincerely,

DWP Central FoI Team