Dear Department for Work and Pensions
1) In a previous FOI from 2015 you state that Jobcentre Plus can be contacted using the following email address:
[email address] / contact-us [at] dwp.gsi.gov.uk
1a) Is there a more specific email-address for complaints?
1b) Is there a central email-address for complaints at the DWP central, regional, district or other head offices?
2) In your complaints-procedure
"What happens next
If we’ve made a mistake, we’ll put it right as soon as possible and apologise immediately. If you’ve experienced unfair treatment or suffered financially, we may consider making a special payment to you.
If you’re not satisfied with our initial response, or we need to investigate further, you can ask for your complaint to go to a Complaint Resolution Manager.
They will contact you, usually by phone, to talk about your complaint and agree how to investigate it. They will contact you again within 15 working days to tell you the outcome or when you can expect a response, if it will take longer."
2a) Can you please provide the latest recorded information on the length of time within which any (initial or follow-up) response to a complaint can be expected?
2b) Can you provide the date(s) when the last amendment to the above website and information was made?
2c) Can you provide the procedure for what happens if no response is provided within these time-limits?
3a) How can the Complaint Resolution Managers be contacted by email and in writing? (Especially when no response with contact details was provided on time?)
3b) How can the next stage be contacted by email?
4) What is the process for considering remedies?
NB: This FOI-request (points 1-4) is limited to the DWP Complaints-Procedure in relation to JSA and ESA claimants who prefer not to be contacted by phone (as well as IS and DLA claimants; but it does not cover the Pension-Service or Debt-Management).
(on behalf of Mr Lotz)
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Dear Mr Lotz
Please find attached our response to your recent Freedom of Information
DWP Central Freedom of Information Team
If there is no central email address for complaints, it would be helpful, if you could provide the email-addresses for the complaint resolution teams. Could you?
We assume the statistics you mention only refer to the complaints that have been accepted by complaint resolution teams. But when customers who bring a complaint are not given a direct contact to a complaint resolution team, or customer complaints are not forwarded, then these are not reflected.
We estimate (from anecdotal evidence) the true timely response rate to be closer to 50%.
(on behalf of requester)
This is an automated confirmation that your request for information has been accepted by the DWP FoI mailbox.
By the next working day your request will be forwarded to the relevant information owner within the Department who will respond to you direct.
If your email is a Freedom of Information request you can normally expect a response within 20 working days.
For further information on making Freedom of Information requests please click on the link below.