Complaints procedure

Raj Kumar made this Freedom of Information request to Department for Work and Pensions

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Department for Work and Pensions,

It has recently come to my attention that the job centre has withdrawn the job centre standard service booklet. This booklet provides customers with a written procedure of how they can make a complaint if they are unhappy with the level of service.

In relation to the above please can you provide the following information:

1. Will there be a replacement leaflet/booklet which will explain how customers can complain?

2. Will there be any other written guidance available reasonably at the job centre for customers ?

3. I understand that the complaints procedure is available on the Internet on direct.gov website. How does the job centre propose to reasonably inform customers of the complaints procedure if they do not have the Internet available at home?

4. Has the old booklet been withdrawn in order to limit the number of complaints customers make?

Yours faithfully,

Raj Kumar

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

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DWP CAXTON HOUSE EXTERNAL Communications, Department for Work and Pensions

1 Attachment

Please find attached response to your request of 27 March.

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Dear Department for Work and Pensions,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Department for Work and Pensions's handling of my FOI request 'Complaints procedure'.

According to staff at Wolverhampton and bilston job centre plus , the booklet titled ' our service standards' has been withdrawn and is no longer available at these job centres.

Please can you provide some clarification on this matter.

A full history of my FOI request and all correspondence is available on the Internet at this address:
http://www.whatdotheyknow.com/request/co...

Yours faithfully,

Raj Kumar

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

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.

Should you have any further queries in connection with this request do
please contact us.

For further information on the Freedom of Information Act within DWP
please click on the link below.

[1]http://www.dwp.gov.uk/freedom-of-informa...

show quoted sections

References

Visible links
1. http://www.dwp.gov.uk/freedom-of-informa...

DWP CAXTON HOUSE EXTERNAL Communications, Department for Work and Pensions

1 Attachment

Please find attached response to your request of 12 April.

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