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.
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Dear J Roberts,
I am writing in response to your request for information, received 3rd
DWP Central FoI Team
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