§ Dr. WrightTo ask the Secretary of State for Social Security if he will give details of the war pensions trial complaints system; on what date the system went into operation; and how many complaints have been received and processed to date.
§ Mr. HagueThis is a matter for Mr. Peter Mathison, the chief executive of the War Pensions Agency. He will write to the hon. Member.
Letter from Peter Mathison to Dr. Tony Wright, dated 14 June 1994:
The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question about the War Pensions trial complaints system.The War Pensions Agency has a well established complaints system operating throughout the Agency. This system ensures that complaints are dealt with in accordance with our Charter Standards.The Agency was launched on 1 April 1994 and since that date there has existed a complaints monitoring system within the War Pensions Parliamentary Group. This system has now been extended to include the War Pensions Customer Services, War Pensions Helpline and War Pensioners' Welfare Service. It is being monitored by the War Pensions Customer Services Manager to assess the suitability for use by the whole of the Agency. It will be evaluated in the autumn of this year.A total of 186 complaints have been received by the Parliamentary Group in our first month of operation as an Agency.I hope you find my reply helpful.