皇冠体育app

皇冠体育app Department for Work and Pensions is publishing a report today on how Pension Disability and Carers Service (PDCS) customers engage with its complaints process. PDCS administers benefits previously administered by 皇冠体育app Pensions Service (TPS) and the Disability and Carers Service (DCS) Agencies.

皇冠体育app research is an in-depth review of customers鈥� experiences of the PDCS complaints process and represents a direct response to findings in the NAO Report published in July 2008 entitled 鈥淒WP - Handling Customer Complaints.鈥� This report recommended that DWP 鈥渟hould seek to gain a better understanding of customers鈥� complaints through learning from their experiences and satisfaction with the complaints handling process.鈥� 皇冠体育app research is to be used to address identified barriers and challenges.

皇冠体育app key findings include:

• Some customers felt that making a complaint was relatively straightforward though others reported some degree of difficulty
• A major frustration was being passed between staff and not getting to speak to the correct person
• Respondents were frequently unsure who to direct their complaint to
• Customers were frustrated and stressed at the time it took to resolve a complaint
• Staff attitude was rarely singled out as the major source of complaint but instead attracted a mixture of positive and negative comments
• Customer experience of the complaints handling process is closely bound up with the outcome of the process
• Customers frequently gave up on the complaints process despite not having their complaint satisfactorily resolved

Notes to Editors:

1. 皇冠体育app DWP research report, 鈥楿nderstanding the experiences of PDCS customers engaged with the formal complaints process鈥� is available at
2. 皇冠体育app report authors are Stephen Syrett, David Etherington, Ignatius Ekanem and Pamela Macaulay