DWP Complaint Handling Tool - Internal information and instructions for staff

The request was partially successful.

Dear Department for Work and Pensions,

I'm writing to follow up on my earlier enquiry not pursued through this website, under reference FOI2019/37311.

In it you said:

"The Department’s complaint handling tool went live on 4 July 2005.
DWP record a complaint against specific root causes that identifies broadly where
service has failed. These are: -
 You haven't given me the information that suits my needs
 DWP staff don't treat me with respect
 I can't access the system
 You take too long
 You've got it wrong
I have to contact a number of agencies to tell them the same thing
As the complaints handling tool contains customer personal information, it is not
available for inspection or interrogation.
Information, advice, instructions or guidance available for staff in utilising the complaint
handling tool is held internally."

Could you release the information held internally please?

Yours faithfully,

Mark Abraham

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

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no-reply@dwp.ecase.co.uk on behalf of Operations FOI Team, Department for Work and Pensions

1 Attachment

Dear Mark Abraham,

I am writing in response to your request for information, received 18
October.

Your response is attached

Yours sincerely,

DWP Operations FOI Team

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 'DWP Complaint Handling Tool - Internal information and instructions for staff'.

You've given the guidance for staff on what is and isn't a complaint, and the procedures, methods and ideal timescales, but not instructions on how to fill in the complaints handling tool. What I would like to know is what information does the tool request at each stage of the process. If there is an example supplied for staff for guidance, then that might help to see that.

I'm very grateful nonetheless for your information you've sent, but it's only half of the picture. I hope you're not offended, and I look forward to hearing from you.

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

Yours faithfully,

Mark Abraham

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.
 
Email FOI responses will be issued from [1][email address]
We recommend that you add this address to your email contacts otherwise
the response may be treated as Spam or Junk mail.  
 
Should you have any further queries in connection with this request do
please contact us.
 
[2]http://www.gov.uk/dwp
 
 

**********************************************************************
This document is strictly confidential and is intended only for use by the
addressee.
If you are not the intended recipient any disclosure, copying,
distribution
or other action taken in reliance of the information contained in this
email is strictly prohibited.
 
Any views expressed by the sender of this message are not necessarily
those of the Department
for Work and Pensions.
If you have received this transmission in error please tell us and then
permanently delete
what you have received.
This email was scanned for viruses by the Department for Work and Pensions
antivirus services and was found to be virus free.
Please note: Incoming and outgoing email messages are routinely monitored
for compliance with our Email Policy.
**********************************************************************

References

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