Department for Work and Pensions: Complaints

DWP’s online complaints portal provides an automatic acknowledgement on receipt of all complaints, however, does not generate a complaint reference number at this stage. This is because the department handles all complaints initially through its early resolution process. All complaints go to the appropriate business area to attempt early resolution for the customer. The department only generates a complaints reference number, when we have been unable to resolve a complaint through our early resolution process and it is escalated to DWP’s Complaint teams. There should be no reason why the online complaint portal would not provide an acknowledgement on submission, as it is automatically set up to do so.

There are no plans to reform the department’s complaints processes to enable the Parliamentary and Health Service Ombudsman to intervene earlier in cases that have experienced delays. The department informs the customer if there is likely to be a delay within the complaints process. If a customer is dissatisfied with DWP’s final complaints response they can escalate their complaint to the Independent Case Examiner (ICE) who is the first point in the department’s escalation process.