DWP accused of maladministration over women's state pension communication

This was one of the conclusions from a review conducted by the Parliamentary and Health Ombudsman (PHO) in response to complaints that the DWP has failed to adequately communicate state pension changes since 1995. From 1995 to 2004 the PHO found DWP's communications to be of the expected standard. However, since then the DWP has been accused of maladministration after failing to ‘get it right' and learn from research in 2004 that recommended information should be ‘appropriately targeted'. The PHO report read: "DWP failed to take adequate account of the need for targeted and individ...