Putting things right: complaints and learning from DWP - the ...

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Contents Foreword ........................................................................................5 Changes within the Department for Work and Pensions......................................7 Information provision ..........................................................................9 Mr W’s complaint about Jobcentre Plus .......................................................11 Mr S’s complaint about Jobcentre Plus........................................................13 Miss G’s complaint about The Pension Service ...............................................16 Mr K’s complaint about Jobcentre Plus .......................................................20 Mrs U’s complaint about Jobcentre Plus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 Mr Q’s complaint about Jobcentre Plus and the Child Benefit Office .......................26 Delay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Mr N’s complaint about the Child Support Agency ..........................................33 Mr C’s complaint about The Pension Service and Debt Management .......................36 Mrs H’s complaint about Jobcentre Plus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39 Record keeping ................................................................................43 Mr D’s complaint about the Child Support Agency ..........................................45 Mr J’s complaint about the Child Support Agency ...........................................48 Mr G’s complaint about Jobcentre Plus .......................................................51 Putting things right: complaints and learning from DWP | March 2009 3
Falling between the gaps ......................................................................55 Mrs M’s complaint about Jobcentre Plus......................................................57 Mr E’s complaint about Jobcentre Plus....................................................... 60 Mrs Z’s complaint about Jobcentre Plus ......................................................62 Mr L’s complaint about Jobcentre Plus........................................................66 Mr H’s complaint about the Disability and Carers Service and Jobcentre Plus ..............69 Miss F’s complaint about Jobcentre Plus and Debt Management ............................73 Complaint handling............................................................................77 Mr T’s complaint about the Child Support Agency...........................................79 Mrs P’s complaint about The Pension Service ................................................82 Mr V’s complaint about The Pension Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86 Mr and Mrs A’s complaint about Jobcentre Plus ..............................................89 Learning for the future ........................................................................93 Other publications ............................................................................95 4 Putting things right: complaints and learning from DWP | March 2009
Page 1 and 2: Putting things right: complaints an
Page 3: © Crown Copyright 2009 The text in
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
Page 53 and 54: to 31 March 2006 excluding three
Page 55 and 56:
54 Putting things right: complaints
Page 57 and 58:
Page 59 and 60:
treated inequitably as a result of
Page 61 and 62:
Mr E’s complaint about Jobcentre
Page 63 and 64:
Mrs Z’s complaint about Jobcentre
Page 65 and 66:
We expect public bodies to deal wit
Page 67 and 68:
Mr L’s complaint about Jobcentre
Page 69 and 70:
Mr L also had difficulty communicat
Page 71 and 72:
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
Page 77 and 78:
Page 79 and 80:
Page 81 and 82:
On 10 May 2007 the Agency sent a le
Page 83 and 84:
Mrs P’s complaint about The Pensi
Page 85 and 86:
Because Mexborough did not complete
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Mr V’s complaint about The Pensio
Page 89 and 90:
an adequate service. In particular,
Page 91 and 92:
e awarded because Officer L’s act
Page 93 and 94:
Page 95 and 96:
Page 97:
PHSO-0033 Printed in the UK by The
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