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New triage system for Pension Service complaints to prioritise those at risk and with benefit payment issues


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Written answer yesterday about response times to complaints within Pension Service says -

Complaints received about the Pension Service are handled in line with the overall Departmental complaints process published on We aim to contact customers within 15 working days to clear the complaint or agree how to investigate it if it will take longer.

As part of our response to the COVID-19 pandemic, we had to make changes to our complaints model to allow staff to be deployed to support processing claims and payments. From 9 July 2020, DWP now triage complaints giving priority to vulnerable claimants who may be at risk, and those with benefit payment issues.

We continue to look into all complaints as quickly as we can and, as part of the triage process used to determine lower priority, we write to those customers explaining there may be a delay in answering their complaint.

We plan to review the effectiveness of the approach we have taken throughout the pandemic as part of an ongoing review into complaints handling.