Information provision
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People dealing with DWP, in common with all citizens dealing with public services, have a right to expect that the information they receive is full and accurate in all its forms; to expect that the body they are dealing with will ‘get it right’. Given the inherent complexities of the social security system, the need for clear information is often of particular significance for DWP’s customers.
DWP should provide their customers with information and advice that is clear, accurate, complete, relevant and timely. The failure to get that right and subsequently to ‘put things right’ is a common theme in complaints made to our Office against DWP, as well as other bodies. The results of such failures, as we will now see, can be far-reaching.
‘I was shocked and distressed at the figures quoted’
Miss G complained about The Pension Service
