§ Mr. Alan ReidTo ask the Secretary of State for Work and Pensions what procedures are available to customers who wish to register complaints regarding his Department's Customer Conversion Centre. [126034]
§ Mr. PondProcedures are in place to ensure that customers wishing to register a complaint regarding the Customer Conversion Centre are able to do so. Complaints are recorded and dealt with by the appropriate responsible office in line with Departmental standards.
The Department can receive complaints regarding the Customer Conversion Centre through a number of channels and the procedures in place depend on the method of approach taken by the customer.
Complaints can be made directly over the telephone to call centre operatives, in writing to the call centre, the relevant business unit, or the Payment Modernisation Programme direct. Customers may also register complaints with their respective Member of Parliament or the relevant client group Chief Executive's office.