Department for Work and Pensions: Complaints

Summary

To ask the Secretary of State for Work and Pensions, whether the Government plans to reform the complaints process to allow the Parliamentary and Health Service Ombudsman to intervene earlier in cases of excessive delay by her Department.

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Timeline

1. 23 June 2025

   Written question

   To ask the Secretary of State for Work and Pensions, whether the Government plans to reform the complaints process to allow the Parliamentary and Health Service Ombudsman to intervene earlier in cases of excessive delay by her Department.

   Source: Commons

2. 1 July 2025

   Answer

   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 res...

   Source: Written answer

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• · Department for Work and Pensions · Answering body

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