Dear Department for Work and Pensions,
This PQ states that the effectiveness of changes made to the DWP complaints process as a result of the pandemic (including triaging complaints giving priority to vulnerable customers who may be at risk, and those with benefit payment issues) will be reviewed as part of an ongoing review of complaints effectiveness: https://questions-statements.parliament....
Please provide documents showing the results (e.g. a final report following the completion of a review) of the review of the changes made during the pandemic and of the review of the complaints system overall.
In a previous response (FOI2021/21524) I was told that, as of 7 April 2021, the review had not been completed. If the review has still not been completed then please make this clear and tell me whether there is an expected end date for the review and, if so, when this is expected.
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Dear Owen Stevens,
I am writing in response to your request for information, received 7th
DWP Central FoI Team
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