Delay
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Another common theme we see in complaints about DWP is delay. DWP’s dealings with their customers can be complex, and in some cases, matters will, through no fault of DWP’s, take longer than the customer would like; not all delay is maladministration. Nevertheless, we expect public bodies to deal with people promptly, within reasonable timescales and within published time frames. A lack of ‘customer focus’ – one of the Principles of Good Administration – is often the cause of unnecessary or avoidable delays.
The following three cases serve to highlight some of the effects of maladministrative delays.
At times I did feel that the system was much larger than myself’
Mrs P complained about The Pension Service
