Putting things right: complaints and learning from DWP - the ...
Putting things right: complaints and learning from DWP - the ...
Putting things right: complaints and learning from DWP - the ...
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Contents<br />
Foreword ........................................................................................5<br />
Changes within <strong>the</strong> Department for Work <strong>and</strong> Pensions......................................7<br />
Information provision ..........................................................................9<br />
Mr W’s complaint about Jobcentre Plus .......................................................11<br />
Mr S’s complaint about Jobcentre Plus........................................................13<br />
Miss G’s complaint about The Pension Service ...............................................16<br />
Mr K’s complaint about Jobcentre Plus .......................................................20<br />
Mrs U’s complaint about Jobcentre Plus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23<br />
Mr Q’s complaint about Jobcentre Plus <strong>and</strong> <strong>the</strong> Child Benefit Office .......................26<br />
Delay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31<br />
Mr N’s complaint about <strong>the</strong> Child Support Agency ..........................................33<br />
Mr C’s complaint about The Pension Service <strong>and</strong> Debt Management .......................36<br />
Mrs H’s complaint about Jobcentre Plus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39<br />
Record keeping ................................................................................43<br />
Mr D’s complaint about <strong>the</strong> Child Support Agency ..........................................45<br />
Mr J’s complaint about <strong>the</strong> Child Support Agency ...........................................48<br />
Mr G’s complaint about Jobcentre Plus .......................................................51<br />
<strong>Putting</strong> <strong>things</strong> <strong>right</strong>: <strong>complaints</strong> <strong>and</strong> <strong>learning</strong> <strong>from</strong> <strong>DWP</strong> | March 2009 3