Pension Service: Standards

Department for Work and Pensions written question – answered on 14th July 2021.

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Photo of Lord Black of Brentwood Lord Black of Brentwood Conservative

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.

Photo of Baroness Stedman-Scott Baroness Stedman-Scott The Parliamentary Under-Secretary of State for Work and Pensions

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.

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