Child Maintenance Service: Complaints

Department for Work and Pensions written question – answered at on 18 July 2023.

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Photo of Dan Jarvis Dan Jarvis Labour, Barnsley Central

To ask the Secretary of State for Work and Pensions, what recent steps his Department has taken to help reduce the backlog of complaints made to the Child Maintenance Service.

Photo of Mims Davies Mims Davies The Parliamentary Under-Secretary of State for Work and Pensions

DWP aim to contact customers within 15 working days to clear their complaint or agree how to investigate it if it will take longer.

DWP now triage complaints giving priority to vulnerable claimants who may be at risk, and those with benefit payment issues. We continue to investigate all complaints as quickly as we can and, as part of the triage process, we write or call those customers, where there may be a delay in answering their complaint.

Since 2021, Child Maintenance Service complaints team has seen their response times to complainants steadily improve and are now responding to almost all complaints within the timescale.

The Child Maintenance Service do not have a backlog of complaints and continue to work within the department's acceptable levels.

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