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

Learning for the future
An organisation the size and complexity of DWP
will always receive complaints. It is, therefore,
essential that complaints are recognised as a source
of information which can create opportunities for
service improvement.
As the Ombudsman’s Principles of Good
Complaint Handling make clear, in addition to
seeking an appropriate outcome to individual
complaints, it is good practice for bodies to review
complaints and the lessons that can be learnt
from them in a wide context. The Ombudsman
therefore expects bodies in her jurisdiction, in the
light of their own knowledge of the complexity
and challenges of their particular organisation, to
reflect on whether they should do more than she
has recommended in specific cases.
DWP have told us that as a result of learning from
the cases in this digest:
• They are reviewing the guidance they give to
staff about making redress for maladministration,
with the aim of making it reflect more closely
the Ombudsman’s Principles for Remedy and
HM Treasury’s Managing Public Money, and that
the new guidance will be supported by more
detailed training.
In addition DWP have told us that:
• Jobcentre Plus have gone beyond the
recommendations we made in the case of Mr W,
amending standard letters about mortgage
payments to include a specific reference to the
upper limit on assistance with mortgage interest.
• As a result of Mr and Mrs A’s case, Jobcentre Plus
are reviewing security arrangements and their
recruitment policy.
• Jobcentre Plus are reviewing their complaint
handling guidance to reflect the Ombudsman’s
Principles of Good Administration and Principles
of Good Complaint Handling.
• As a result of Miss G’s case, The Pension Service
have written to almost 55,000 people who may
also have received inaccurate pension forecasts.
These initiatives will be judged by their outcomes.
Nonetheless, we welcome this work.
• They will encourage staff who make decisions on
redress not to treat the departmental guidance
on financial redress as a rigid set of rules.
• The Child Maintenance and Enforcement
Commission are reviewing the redress they make
to wrongly identified non-resident parents, to
ensure that it reflects properly the impact of
their errors.
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