To ask Her Majesty's Government what steps they are taking, if any, to improve the customer service provided by the Pension Service across all types of contact, including by (1) the call centres, and (2) the correspondence units.
The Department is committed to delivering high quality customer service in line with Departmental Quality standards. We undertake regular checks on the quality of work undertaken by our staff including monitoring telephone calls and written correspondence.
Feedback from customers on the quality of our service is important to us. We act on this quickly to resolve issues and address areas for improvement.