DWP improves complaints handling 9 July 2020

Response to this request is long overdue. By law, under all circumstances, Department for Work and Pensions should have responded by now (details). You can complain by requesting an internal review.

Anthony Collins

Dear Department for Work and Pensions,

Further to the news:
https://www.gov.uk/government/news/dwp-i...
DWP improves complaints handling
9 July 2020
-a new centralised team, made up of experienced complaint handlers,
-will triage the complaints
and
-prioritise those that are the most serious or from vulnerable claimants.

Please can you send me all the guidance for the new complaints centralised team used for processing a complaint under the new system.

Including copies of: the decision making guide, process tree and bulletins, templates and updates or notices.

Guidance includes covering:

What the decision making guidance for complaints centralised team is now,
Any forms available to a claimant to submit a complaint,
The requirements by the complaints centralised team to process a complaint, including data from claimant required and complaints team can handle,
Example of the data entry form used by the complaints centralised team to process and record a complaint on the DWP computer system,
Process and decision tree to identify vulnerable claimants to prioritise them,
What the priority process is,
How a complaint is processed after the triage stage with decision making guide, process tree and templates to complete a complaint,
How to contact the complaints centralised team (which DWP office is it located, its address, email, fax),

Yours faithfully,

Anthony Collins

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.
 
If your email is a Freedom of Information request you can normally expect
a response within 20 working days.
 
However please be advised that due to the current situation with COVID-19
we cannot guarantee a response within this timescale.
 
Every effort is being made to respond to FOIs as we would usually but the
current situation means that available Departmental resources will be
needed on other high priority areas.
 
We kindly ask for your understanding during this unprecedented situation
and we will aim to deal with your FOI request as soon as is practically
possible.
 
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
 
 

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References

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1. mailto:[email address]
2. http://www.gov.uk/dwp

J Roberts left an annotation ()

'As is the case now, if someone is still not satisfied they have the option of escalating their complaint to the Independent Case Examiner and then the Parliamentary Health and Service Ombudsman.'

No complaints about the DWP escalated to the PHSO in 2018/19 were fully upheld.

https://www.whatdotheyknow.com/request/c...

Operations FOI Team,

Our ref: FOI2020/38146

Contact email: [1][email address]

Dear Anthony Collins,

Thank you for your request for information which was received on 17th
July. Your request is being considered under the terms of the Freedom of
Information Act 2000.

You can normally expect a response to your FoI request within 20 working
days. However due to the current situation with COVID-19 it may not be
possible for us to reply to you within this timeframe.

The DWP will make every effort to respond to FOIs as we would usually but
the current situation may mean that available Departmental resources are
needed on other high priority areas.

We kindly ask for your understanding during this unprece dented situation
and we will aim to deal with your FOI request as soon as is practically
possible.

If you have any queries about this letter, please contact the department
using the email address and reference number above.

Yours sincerely,

DWP Central FoI Team

Department for Work and Pensions

References

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1. mailto:[email address]

J Roberts left an annotation ()

'The changes include issuing new safeguarding guidance requiring frontline staff to support vulnerable claimants who fail to cooperate with jobcentre staff, by liaising with other agencies such as the NHS and police, rather than removing their benefits and abandoning them.'

https://www.theguardian.com/society/2020...

Dear Department for Work and Pensions,

The response to your request is long overdue. By law, under all circumstances, the authority should have responded by now

From: "WhatDoTheyKnow" Sent: Tuesday, September 15, 2020

Department for Work and Pensions are long overdue.

They have not replied to your FOI request DWP improves complaints handling 9 July 2020, as normally required by law.

Send a message to Department for Work and Pensions asking them to confirm that they have received your request and tell you when they are going to respond.

Yours faithfully,

Anthony Collins

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.
 
If your email is a Freedom of Information request you can normally expect
a response within 20 working days.
 
However please be advised that due to the current situation with COVID-19
we cannot guarantee a response within this timescale.
 
Every effort is being made to respond to FOIs as we would usually but the
current situation means that available Departmental resources will be
needed on other high priority areas.
 
We kindly ask for your understanding during this unprecedented situation
and we will aim to deal with your FOI request as soon as is practically
possible.
 
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
 
 

show quoted sections

References

Visible links
1. mailto:[email address]
2. http://www.gov.uk/dwp