Source · Select Committees · Work and Pensions Committee
Recommendation 33
33
Deferred
MP filter deters vulnerable claimants from PHSO complaints, hindering DWP learning
Conclusion
Many of the people making a complaint against DWP are likely to be in a vulnerable situation. Having a robust, clear and accessible complaints procedure is therefore crucial to prevent failures from reoccurring and to provide those affected with a means of redress. We are concerned that some vulnerable claimants, after pressing their cases through different layers of complaints, will be deterred from making a complaint against DWP to the Parliamentary and Health Service Ombudsman (PHSO) because of the ‘MP filter’. This risks preventing these claimants from having their complaints heard and reduces opportunities for the Department to learn from mistakes and failures. (Conclusion, Paragraph 136)
Government Response Summary
DWP acknowledges the recommendation to remove the MP filter, but states it does not have the authority to make such changes as the current arrangements for the PHSO are set out in the Parliamentary Commissioner Act 1967 which is a matter for Parliament.
Government Response
Deferred
HM Government
Deferred
DWP acknowledges the recommendation to remove the MP filter and to grant PHSO the power to initiate investigations into systemic issues without a specific complaint. However, it is important to clarify that DWP does not have the authority to make such changes. The current arrangements for the PHSO are longstanding and are set out in Parliamentary Commissioner Act 1967. The mechanism—commonly referred to as the ‘MP filter’”—was introduced to ensure that elected representatives play a role in the complaints process and to provide a level of scrutiny before matters are escalated to the Ombudsman. While there have been calls for reform, there is currently no clear evidence base demonstrating that removing the MP filter would improve outcomes or accessibility. In fact, the filter may help manage the volume of complaints and ensure that they are appropriately framed and supported. Any change to the PHSO’s powers, including removal of the MP filter or the introduction of a power of initiative, would require primary legislation and is therefore a matter for Parliament to consider and decide upon. DWP remains committed to transparency and accountability and will continue to engage constructively with the PHSO within the framework set by Parliament.