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Independent Assessment Services: Complaints

Department for Work and Pensions written question – answered on 14th February 2018.

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Photo of Emma Lewell-Buck Emma Lewell-Buck Shadow Minister (Education) (Children and Families)

To ask the Secretary of State for Work and Pensions, on what timetable he expects stage 2 complaints relating to the Independent Assessment Service to be concluded.

Photo of Sarah Newton Sarah Newton The Minister of State, Department for Work and Pensions

In November 2010 new arrangements were agreed for dealing with complaints about the service provided to DWP claimants, by third party providers. The new arrangements, which initially applied to all customer-related contracts let on or after 1 April 2011, require assessment providers to have their own complaint process in place, which signposts complainants to the Independent Case Examiner (ICE) in the event that they are dissatisfied with the providers final response to their complaint.

The Department expects the PIP Assessment Providers to acknowledge in writing all complaints received directly from claimants within two working days, advising that a full response will be provided within 20 working days.

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