Improvements to our service as a result of customer feedback
We take your complaints very seriously and aim to improve our services as a result. Here are some examples of your feedback and what we are doing to make things better for our customers.
You don’t always call back when you said you would
We introduced a new customer ‘call back’ procedure to make sure we rang customers back within the agreed time.
A bulky envelope sent from a Pension Centre split in the post
We agreed that bulky items should be sent in a sealed parcel and protected by a polythene envelope. A 'good practice' message was sent to staff in the Pension Centre.
The deferral part of a State Pension new claim takes a long time
We are prioritising our deferral cases to make sure they are dealt with more quickly.
Sometimes I receive the wrong ‘compliments’ slips or they are not filled in fully
We put the correct compliments slip in our staff newsletter with instructions on how to complete it.
I have problems verifying documents needed for Winter Fuel Payments
We talked to our colleagues in Jobcentre Plus and produced a bulletin reminding them of what action needed to be taken.
I don’t always receive a statement of details after calling the Pension Credit Application Line
We corrected a fault on our system.
I received envelopes that weren’t sealed
We identified a batch of faulty stationery and removed the envelopes from use.