How do I escalate this pass the call centre at Bolton

dizzydusty

Another week wasted and no mangers call back as promised.

Still no acknowlegement to my e mail complaint, submitted on 22 Feb.

Current change of circs has been at 'Quality' for 5 weeks, with the possiblity of another 7 week wait...good job my son isn't starving!

I will be doing my utmost today to get a name of someone I can escallate this to myself as I am completely hacked off by the whole thing. :mad:

edinjac

I would just send a letter straight to the complaints department explaining that you have had no reply to your email complaints.

I had previously sent in 2 email complaints and was told they were not getting treated as complaints as they were trying to sort it out!!

gratefulforhelp_2

Independent case examiner, they won't take your case, but they will contact CSA about it, which will put a rocket up them. I have just done this with Bolton office, similar problems, and a manager who sends out completely illiterate letters.

irishpiskie

Hi all, we have been through all problems as above, we now have a phone number for the complaints team at bolton if you would like it 0845 051 8342 . My daughter is coming upto the end of the case now almost 19 but we still have arrears and no paperwork from complaints to confirm anything, we have noted everything from our end but make sure when you call the centre that you ask for persons name, team they are on and you would like to know if conversation is being recorded as you will be asking for everything under the data protection act held upon yourself. This soon gets them working, you can then put in an official complaint to Baroness Holliss who I beleive to be in charge of csa.
With all problems we have had and are still experiencing my hubby was invited upto csa for an interview because he knew more about the case than some of the staff did. He ended up having a heart attack due to the stress the csa caused us and we were trying to collect from to absent parents. One was paye so deo was issued, company never collected so arrears jsut grew and grew, what did csa do, nothing we had to pressure them to chasing said company who have their own department for csa. Second case was self employed, we were one of the first cases to be used for charging orders on different properties he had, bailiffs were called in to collect minimal amount yet he was earning thousands each week, in the end as we got on with Mrs Brenda Green at Dudley ( she was on the select committe in parliament) and because of all problems we had our arrears paid to us and as far as I know csa collected from him through bailiffs.
Bolton , well what can I say, my 13 year old daughter could run the csa better than they manage their staff, rude, never call back, always ask for a CEO to call back stating that under legislation you require a call back within 5 working days before passing complaint on to serious complaints.

Again number for complaints is 0845051 8342

Good luck everyone.

bonjovibel_729

the complaints procedure is a joke in the csa i have been trying to get my case sorted since march last year and am still in the same position...still no regular monthly payments i did get referred to the complaints team but they had one payment in then closed the case and the next month i had the same problem again and when up the complaints dept that was dealing with it they say oh sorry the complaint is closed nothing to do with us.... i get the usual speil of 5 working days for a call back but when i ring them after the five days have passed they tell me they have no record of me asking for a managers call back and i have to wait another 5 days for one feels like i going round in circles half the time

edinjac

Well I have been on the phone again to the CSA regarding my payment for March (still haven't had February's!!).

I have been told this is now a priority payment and I should have recieved a phone call before now explaining what was happening.

I am meant to be getting a phone call today to explain it. not holding out much hope!!

dizzydusty

This has been reported as a failed call back 3 times, escallated via e mail to managers 3 times and still no one phones. For some reason every request is being routed to the change of circumstances team even though I have been told by the case worker who was dealing with my ongoing change of circumstances, that they can't deal with special payment requests.

I e mailed my MP about this on the 16th March (I had his e mail from a previous correspondence with him). E mailed him again through one of the 'contact your MP' websites (cant remember which one now) on 24th March as I had received no response from him so far, still no response to date. Is there a response time line for MP's replying to you??

I phoned CSA Bolton again today, to get the same load of rubbish about sending e mails via mangers to escallate a call back, 5 working days blah blah, think I bamboozled the girl on the phone when I started going on about the dates and times I'd made all my calls, been promised call backs, had them escallated and not actioned etc, as she ended up putting me through to Falkirk. No help there as they couldn't answer why nothing had been done as they don't work on my case. I found myself pleading with them to take it on.... They will if my MP gets involved as its classed as an escallated complaint. The MP is getting it big time now to make sure he gets involved.

And to top it all the ex has put in another change of circs on Wednesday as he apparently is changing jobs! I have been assured by Bolton that its just a case of getting wage details and its all straight forward....looks like I may get an assessment by X Mas at this rate.

Have a good weekend!

Dizzy

rosey1977_2

Csa Bolton are the worst! Im at the end of my teather now, I have faught csa for 12 years and have been at bolton for 4 years. I have tried everything independant case examiner, local mp (who is Vincent cable - very senior) even contacted the press, nothing works. I will never get regular payments for my daughter I realise that, all I want now is the thousands of pounds in arrears I am owed. I am going through the Ice office again, and have just written to the data protection people at the csa to get all their records, if anyone knows of anything else I can do I would be so grateful to hear it.