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Complaints

This category contains 56 posts

The DWP’s Handling of the Migration of Disability Benefit Claimants to Employment and Support Allowance: The DWP’s Response to the Report of the Parliamentary and Health Service Ombudsman (Part 1)

By Robert Thomas (University of Manchester) In January 2022, the Parliamentary and Health Service Ombudsman (PHSO) published its report into the handling, by the Department for Work and Pensions (DWP), of the migration of a disability benefit claimant, Mrs U, to Employment and Support Allowance (ESA). More specifically, the key issues are: (a) whether the … Continue reading

SEND reforms: Mandatory mediation in administrative justice

SEND reforms: Mandatory mediation in administrative justice The newly published and long-awaited SEND Green Paper proposes ‘strengthening redress’, including making mediation mandatory in appeals of local authority decisions on special educational needs and disabilities (SEND). This post explores why this proposal should be a concern to all those involved in administrative justice. Background Special educational … Continue reading

State pension underpayments and the payment of interest

Robert Thomas, University of Manchester Should people underpaid their state pensions receive not just arrears for those underpayments, but also the interest on them in order to make up for inflation? The Department for Work and Pensions (DWP) thinks not, but the Public Accounts Committee (PAC) thinks they should. The recent Parliamentary and Health Service … Continue reading

Financial Remedy Recommendations made by the Parliamentary and Health Service Ombudsman

Financial Remedy Recommendations made by the Parliamentary and Health Service Ombudsman Robert Thomas (University of Manchester) This blog presents some data concerning financial compensation recommendations made by the Parliamentary and Health Service Ombudsman (PHSO) acquired through a freedom of information request. When the PHSO makes a finding of maladministration or service failure, it will consider … Continue reading

Transforming Complaint Resolution – a new website resource

The Transforming Complaint Resolution website has been created by Chris Gill, Carolyn Hirst and Jane Williams. Collectively we are academics, researchers and practitioners who have an interest in complaint handling, conflict resolution, and administrative justice. Together we believe that much of the transformational potential of complaints remains unrealised and unrecognised. And our common intent is … Continue reading