Department for Work and Pensions: Telephone Services
Commons · Question 86564 · Tabled 29 Oct 2025 · Department for Work and Pensions · Official record
Answered 6 Nov 2025
Question
Asked by Joshua Reynolds
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to ensure that frontline call handling staff have (a) accurate and (b) up-to-date information on expected timelines for responses from (i) decision-making teams and (
Answer
Answered by Andrew Western, 6 Nov 2025
There is clear guidance available to all staff regarding complaint handling and the expected timeframe for responding to complaints, which is accessible via the Department’s intranet. The Department aims to respond to complaints within 15 working days. Wh...