Independent Case Examiner Annual Report Roundly Criticizes DWP Complaint Handling

Tuesday 18 October, 2016 Written by 
Independent Case Examiner Report

The DWP should 'pay close attention to all aspects of every complaint at an early stage' in order to achieve resolution say the Independent Case Examiner.


The annual report from the Independent Case Examiner shows that 72 per cent of investigated complaints about the DWP were upheld or partially upheld in 2015/2016. The DWP recently set aside £22 million pounds of taxpayers money to fight appeals. Money that could better spent on elliminating mistakes in the first place, we would argue at the ABC. 

This report explains the Independent Case Examiner’s (ICE’s) work on Department for Work and Pensions (DWP) complaints received between 1 April 2015 and 31 March 2016.

The report covers the following areas of work:

  • working age benefits (Jobcentre Plus)
  • disability benefits
  • pensions
  • Debt Management
  • private sector companies that provide services on behalf of DWP
  • Child Maintenance Service
  • Child Support Agency

The report also includes information about the standards of service of the Independent Case Examiner’s office.

Please see the full report below:

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