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Putting things right: complaints and learning from DWP Second report Session 2008-2009 Presented to Parliament pursuant to Section 10(4) of the Parliamentary Commissioner Act 1967 Ordered by The House of Commons to be printed on 30 March 2009 HC 367 London: The Stationery Office £19.15 Putting things right: complaints and learning from DWP | March 2009 1
© Crown Copyright 2009 The text in this document (excluding the Royal Arms and other departmental or agency logos) may be reproduced free of charge in any format or medium providing it is reproduced accurately and not used in a misleading context. The material must be acknowledged as Crown copyright and the title of the document specified. Where we have identified any third party copyright material you will need to obtain permission from the copyright holders concerned. For any other use of this material please write to Office of Public Sector Information, Information Policy Team, Kew, Richmond, Surrey TW9 4DU or e-mail: licensing@opsi.gov.uk ISBN: 9 78 010295 9048 2 Putting things right: complaints and learning from DWP | March 2009
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Page 5 and 6: Falling between the gaps ..........
Page 7 and 8: communications failings between the
Page 9 and 10: 8 Putting things right: complaints
Page 13 and 14: which stated that officials should
Page 15 and 16: In January 2006 Mr S’s MP wrote t
Page 17 and 18: Miss G’s complaint about The Pens
Page 19 and 20: What we investigated We investigate
Page 21 and 22: Mr K’s complaint about Jobcentre
Page 23 and 24: and accountable’) the Ombudsman e
Page 25 and 26: claim did not link with the previou
Page 27 and 28: Mr Q’s complaint about Jobcentre
Page 29 and 30: In investigating Mr Q’s complaint
Page 35 and 36: the matter would be dealt with inte
Page 37 and 38: Mr C’s complaint about The Pensio
Page 39 and 40: Outcome As a result of our recommen
Page 41 and 42: Jobcentre Plus’s special payment
Page 47 and 48: On 8 November the solicitors contac
Page 49 and 50: Mr J’s complaint about the Child
Page 51 and 52: as had his privacy, family and work
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to 31 March 2006 excluding three
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54 Putting things right: complaints
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treated inequitably as a result of
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Mr E’s complaint about Jobcentre
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Mrs Z’s complaint about Jobcentre
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We expect public bodies to deal wit
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Mr L’s complaint about Jobcentre
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Mr L also had difficulty communicat
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savings had affected his income sup
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Outcome As a result of our recommen
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In April 2006 Jobcentre Plus wrongl
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On 10 May 2007 the Agency sent a le
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Mrs P’s complaint about The Pensi
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Because Mexborough did not complete
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Mr V’s complaint about The Pensio
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an adequate service. In particular,
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e awarded because Officer L’s act
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PHSO-0033 Printed in the UK by The
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