“'Obscene' 18-month delay for DWP complaints”

The request was successful.

Dear Department for Work and Pensions,

A concerning story has appeared on the BBC website about ICE delays in dealing with DWP complaints:


In response to an evidence-based claim that it takes about 18 months before a complaint is “opened” from the dated ICE “accept” it, the DWP responded:

"The vast majority of complainants are satisfied with the service they receive."

Can you confirm that this statement relates to the service complainants receive from ICE? If so, please provide the information on which the statement was based. Include the survey results and the questions respondents were asked. If not, please confirm what exactly it does refer to, and provide the survey results and the questions respondents were asked.

Yours faithfully,

J Roberts

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J Roberts left an annotation ()

Not long ago the DWP was singing the praises of ICE. From the most recent annual report (p.73):

“Productivity in the ICE office has increased by 21% in the current reporting year, with the Office having concluded 944 complaint examinations in 2018-19, compared to 779 the previous reporting year.”


no-reply@dwp.ecase.co.uk on behalf of DWP CAXTON HOUSE Communications, Department for Work and Pensions

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Dear J Roberts,

I am writing in response to your request for information, received 3rd

Yours sincerely,

DWP Central FoI Team

J Roberts left an annotation ()

“Complainants who said they were satisfied with our service" varied between 81.3% and 86.7% for each quarter of 2018/19. It was exactly 87.0% for each of the first three quarters of 2019/20." Growing satisfaction, apparently.