Complaint against a member of staff....

frugallass

I currently have an ongoing complaint (in the hands of ICE)

I am now in dispute with 'JB' at the CSA about 3 payments that the NRP has failed to make - 'JB' says that NRP is not in arrears and I say he is - I have wasted time and energy in trying to show her where the arrears have occurred but she refuses to admit that she is wrong (she is a member of the Escalated Review Team, whatever that means).

My MP agrees that arrears are due and has written to 'JB' at the CSA but once again she has responded with a confusing letter stating that no arrears are due.

She provided me with an Account Statement which clearly shows where he missed his 'regular' payments but she has not included the 'arrears due' in the column called 'Payments Due' although it does show the arrears payments being made. (NRP was told to make two payments over and above his usual weekly payments on 2 specific dates, which he did).

I have told 'JB' that I will take up her offer of an officer visiting me at home - but I'm not home until 6:30pm every night so it will either have to be evenings or weekends.

How can I progress this? Can I escalate this past the Escalated Review Team? Can I complain about a caseworker? Can I have 2 complaints at once?

It's not even about the money really - it's the fact that the NRP has again got away with missing payments and the fact that the CSA refuse to acknowledge it.

If there are any CSA 'experts' who want to take a look at my spreadsheet I would be more than happy to email it to you.

Many thanks

frugallass

can anyone help please ?

brians_daughter

I complained about my case wroker and got a new one, she wasnt much better but could do simple mathamatical sums. The new one left 2 weeks ago and i am now in the hands of a lovely man who talks to much and actions too little. He also cannot do simple sums (see my last CSA post lol)

I imagine you can ask to speak with her supervisor and ask that they look at it - and another member of staff. I am no expert simply a PWC, and an (ex) NRPP

If they can come out to see you face to face i am sure that will be best all round. Although i agree you should not have to take time off work i would make an exeption in this case. Obviously you are under a lot of stress from it and the sooner it is sorted the better for you.

Sorry not much help, but i hope you get it sorted soon

frugallass

Thanks for the reply - this worker is part of the Escalated Review Team, ie my case was passed to her whilst my complaint with ICE is being investigated.

I have decided to submit the second complaint and see what happens. It's almost a year since I submitted my first complaint (September 22nd 2008)and, as far as I am aware, am nowhere near reaching a satisfactory conclusion. I've received a poxy £45 from the CSA to compensate for the stress, frustration and agony I have experienced since the whole debacle began in May 2008. The £45 probably just covers my postage costs for the year, never mind all the other extras like phone calls, paper, ink and my precious time My poor family groan when they see me opening yet another letter from CSA because they know I will be furious with the content of the letter, and they always seem to arrive on a Friday therefore putting me in a bad mood for the whole weekend.

I will give ICE the credit they deserve though, even though they have been so obviously inundated with complaints they have kept me informed throughout the process and I wish that the CSA would adhere to standards like ICE's.

Sorry for ranting !