Complaints about UK government departments and agencies in 2017-18 

Making changes to our service

Over the last year we have been making important changes to our service. We have recruited a significant number of new caseworkers and made changes to our casework allocation process by assigning each case to a single caseworker.

This helps to reduce hand-offs and improve timeliness, but the changes to staff and processes have taken time to bed in.

We have also placed a greater emphasis on giving complainants a decision as quickly as possible and resolving more cases informally without the need for a full investigation. This means we have concluded fewer investigations.