Dear Department for Work and Pensions

Please pass the following questions to the Senior Information Risk Officer.
We would like to better understand and are looking for evidence that/whether complaints and their content matters are being taken seriously by the DWP.
In accordance with the FOIA we would like to know:
• a) How are complaints logged? And how are they recorded?
• b) What processes exist to ensure that complaints are not forwarded to the wrong person(s) within the DWP?
• c) What processes exist to ensure that complaints are forwarded, processed and responded to on time?
• d) Does the DWP monitor or assess the impact that a too slow complaints-procedure can have on those who have been adversely affected by DWP staff or its decisions?
• e) Do complaints play any part in risk assessments? And can they trigger risk assessments?
• f) How are risks arising from matters of complaints being assessed and processed?

Yours faithfully,

Claimants-Rep
(on behalf of Mr Lotz)

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

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

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Operations FOI Requests, Department for Work and Pensions

1 Attachment

Dear Mr Lotz
 
 
Please find attached our response to your recent Freedom of Information
request.
 
Yours sincerely
 
DWP Central Freedom of Information Team
 
 
 
 

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Dear DWP,

Thank you for your response.
However some questions remain.
Are there no memos or guidelines for how complaints need to be recorded and processed (other than the FOI-response that you link to)?
And are there no risk assessment forms?
If there are memos, guidelines, templates of forms, then could you please provide these?
Was this FOI request passed to the most qualified person, like a senior Information Risk officer?
Does the DWP monitor or assess the impact that a too slow complaints-procedure can have on those who have been adversely affected by DWP staff or its decisions?
Would you be able to share (e.g.) the most recent business improvement proposal --which relates to improving the complaints-procedure and complaints-processing itself?

The following points remain unclear as well; and if you cannot answer these under the FOIA, we would appreciate it if you could answer them as enquiries.
Could you elaborate on the difference between complaint resolution teams and complaint & enquiry review teams?
It is still not clear how you ensure that all complaints are logged, and that customers are provided with a complaints-reference-number.
Who acknowledges complaints, and who should provide complaints-reference-numbers?
It is not clear how you prevent forwarding of complaints to the wrong person within the DWP and how you prevent tampering with complaints by staff who may be adversely affected by the complaint.
The problem exists esp. when customers who bring a complaint are not given a direct contact to a complaint resolution team.

Yours sincerely,
Claimants-Rep Team
(on behalf of the requester)

Operations FOI 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.
  
For further information on making Freedom of Information requests please click on the link below.

https://www.gov.uk/make-a-freedom-of-inf...

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Dear Department for Work and Pensions,

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

Please treat the above message from Claimants-Rep from 4 March 2016 relating to our FOI request 'Complaints-Processing' as a request for an internal review.

A full history of our FOI request and relevant correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/c...

Yours faithfully,
Claimants-Rep Team
(on behalf of Mr Lotz)

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...
 

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References

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

Operations FOI Requests, Department for Work and Pensions

9 Attachments

 
 
 
 
Mr Lotz
 
Please see copy of your FoI request attached
 
 
 
 

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Operations FOI Requests, Department for Work and Pensions

1 Attachment

 
 
Dear Mr Lotz
 
Please find attached our response to your recent Freedom of Information
request.
 
 
Yours sincerely
 
DWP Central Freedom of Information Team
 
 
 
 

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