questionText: 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 (
answerText: 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...
heading: Department for Work and Pensions: Telephone Services