Unacceptable Customer Behaviour Procedures documents

The request was successful.

Dear Department for Work and Pensions,

I am requesting the following documents and information:

1. The most current and up to date Unacceptable Customer Behaviour Procedures and any guidance associated with them.

2. Information on, or a link to information about, the legal framework that underpins Unacceptable Customer Behaviour warning letters and how they are to be worded in order to comply with the law. A series of templates and full guidance notes will be sufficient, indicating the wording that UCB letters must contain in order to remain lawful.

3. Information on, or a link to information about, the statute or Act upon which UCB warning letters are based.

4. Information on, or a link to information about, which employees working for the DWP have the authority to print out and send a UCB warning letter.

I would also like the following information:

5. Confirmation that all letters sent out by the DWP to a benefit claimant are standardised and must contain the claimant's full NINO on them, as a reference.

Yours faithfully,

T Dawson

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DWP CAXTON HOUSE EXTERNAL HR, Department for Work and Pensions

1 Attachment

Dear T Dawson, please see attached our acknowledgment of your Freedom of Information Request.

Regards,

DWP HR Central Freedom of Information Team | Human Resources | Department for Work and Pensions | Level 7, Caxton House, 6-12 Tothill Street, London SW1H 9NA

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DWP CAXTON HOUSE EXTERNAL HR, Department for Work and Pensions

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Dear Mr Dawson,

Please see attached documents relating to your Freedom of Information request.

DWP HR Central Freedom of Information Team

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