Child Maintenance Service: Complaints
The question
To ask the Secretary of State for Work and Pensions, what plans his Department has to review the internal complaints process of the Child Maintenance Service.
Answered by Andrew Western
The Child Maintenance Service (CMS), as part of the Department for Work and Pensions, follows the Department’s standard complaints procedure.
The CMS regularly reviews complaint data, including insights from the Independent Case Examiner, to identify key themes and trends, which they use to drive improvements to the complaint handling process. Furthermore, lessons learned are regularly presented to operational teams, supporting them to deliver effective interventions at the initial stage of the complaint and thereby improve the overall customer experience.
The CMS remains focussed on taking pro-active steps to improve the customer experience, developing its customer service strategy to focus on improving current and future service throughout the customer journey.
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