The Department for Work and Pensions (DWP) has released its quarterly statistics on complaints received, closed, and upheld by each business area. The data, covering the period from January to March 2026, shows a significant increase in complaints received and unresolved issues.
According to the statistics, the DWP received 43,120 complaints during the first quarter of 2026, a 15% increase compared to the same period last year. Of these, 31,500 complaints were closed, resulting in an unresolved complaint rate of 27%. This represents a 20% increase in unresolved complaints compared to the same period in 2025.
The majority of complaints were related to delays in processing benefits claims, incorrect payments, and poor customer service. The statistics highlight concerns surrounding the handling of benefits claims and customer service, with many claimants experiencing difficulties in getting their entitlements resolved in a timely manner.
The DWP has faced criticism in the past for its handling of benefits claims and customer service. The latest statistics will likely increase pressure on the department to improve its services and address the concerns of claimants.
In response to the statistics, a DWP spokesperson said: 'We take all complaints seriously and are committed to providing the highest level of service to our customers. We are working to improve our processes and reduce waiting times for benefits claims.'
The DWP's quarterly statistics provide valuable insights into the performance of the department and its ability to handle complaints and customer inquiries. The data will be used to inform the development of new policies and procedures aimed at improving customer service and reducing complaints.