Work and Pensions written question – answered on 2nd July 2012.

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Photo of Caroline Lucas Caroline Lucas Leader of the Green Party

To ask the Secretary of State for Work and Pensions what assessment he has made of the Atos complaints process; what the name and remit is of the body to which complaints are directed when they cannot or have not been resolved by Atos; to whom the body is accountable; and if he will make a statement.

Photo of Chris Grayling Chris Grayling The Minister of State, Department for Work and Pensions

10% of Atos Healthcare complaint responses are routinely validated by DWP Medical Services Division through monthly audits. Atos Healthcare have a two tier complaints process, their 2nd tier addresses customer dissatisfaction with their response to the complaint. In such cases customers can request that their complaint is investigated by the independent tier. The independent tier is made up of two bodies, an independent assessor and a doctor. The independent assessor is a person from a private company and offers the DWP benefit claimant an independent review of the way their complaint has been handled by Atos Healthcare Medical services. An independent doctor will conduct medical quality reviews when there are issues within the complaint that relate to the quality of the medical report in question.

DWP complaint resolution managers may also escalate complaints for a chief operating officer investigation or for review by the independent case examiner (ICE).

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