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<p>DWP has made significant improvements to the complaints services since 2021 moving to a single tier model, with the aim of simplifying the process and prioritising vulnerable customers. We continually monitor complaints including the volumes and, where needed we have introduced further improvement including developing a consistent approach to complaints through new quality standards. We are committed to learning from complaints, using insight to support further improvements.</p><p> </p><p>Complaint volumes were slightly lower in 2021-22, and whilst the data published on 31 January 2023 represents the first three quarters of 2022/23, volumes remain much lower than pre-pandemic levels. Overall volumes continue to represent less than 1% of the customer caseload.</p> |