Record keeping
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Public bodies need reliable and usable records as evidence of what they have done. Good record keeping can help ensure that they are able to respond fully and helpfully to enquiries and complaints from their customers; to learn lessons from experience, supporting continuous improvement across the organisation; and to enable them to be properly ‘open and accountable’ to the public, which includes being accountable to our Office. The following examples show why this is an area of some concern in our work on complaints about DWP.
‘An unnecessary and upsetting intrusion into your life’
Mr D complained about the Child Support Agency
