PARLIAMENTARY WRITTEN QUESTION
(12 June 2026)
Question Asked
To ask the Secretary of State for Work and Pensions, what proportion of CMS responses are in compliance with the CMS' 15 days response timeframe.
Asked by:
John Milne (Liberal Democrat)
Asked by:
John Milne (Liberal Democrat)
Answer
The department’s aim is either to close a complaint within 15 working days or, where this will take longer than 15 days, set a resolution plan with the customer.
A resolution plan is a clear outline of how we will address and resolve a complaint. It sets out what actions will be taken, who is responsible, and the expected timescales for completing these actions.
Between January 2025 and December 2025, 99% of closed CMS complaints had a resolution plan sent or were fully closed within 15 working days.
Answered by:
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