#Atos Standards: The Atos Customer Services Charter is brief and vague; however in response to a FoI Act request DWP has confirmed that:
“ . . . . under the Medical Services Contract, Atos Healthcare are subject to the same policies as the DWP which includes standards and codes.” (sic)
This then incorporates DWP’s own Customer Service Charter (which is at least a bit more comprehensive) and indeed the Civil Service Code (which is more about honesty, integrity etc. http://www.civilservice.gov.uk/wp-content/uploads/2011/09/civil-service-code-2010.pdf).
Both provide some sort of accepted benchmark to challenge service and treatment.
Full FoI Act response is on: http://www.whatdotheyknow.com/request/91312/response/242315/attach/2/FoI%203721%2010.01.12.pdf