Rude person on SFE helpline. Grr.

kymbogs

Sorry guys just need to have a rant.
I've spoken to some lovely helpful people at SFE over the last year or so and never had too much trouble getting through even when things got really rough last summer/autumn.

But the guy I had the pleasure of speaking to yesterday was neither lovely or helpful.
I was calling regarding serious concerns I had about the small amount of Childcare Grant I'm receiving in my next (last, for 09/10) installment when my childcare fees for the next 13 weeks are identical to those of the last 13 and the 13 before that. I'd spent a heck of a lot of time going through all my nursery invoices and SFE payment schedules and financial notifications with a notepad and calculator and had a list of figures written down and some questions I needed to ask. So I was well prepared!

Not prepared however to be met with complete disinterest, to be threatened with being cut off because the sound of my children laughing was 'getting on his nerves' (they are 2 and were giggling - in the next room). Then to be put on hold mid-sentence, taken back off hold whilst he was clearly gossiping with a female colleague who I could also hear in the background ("No! she never did!" whisper whisper "Oh my god, the slag!"). Then when I was trying to ask him if I should put some further information on a COS form and send it in, he said to me "Just wait" then turned to his colleague (as it went quieter) and said "actually, tell you what, I'll just--". Dead line.

Not happy. And I didn't get his name, am cross with myself for that. I called back (spending about 20 minutes to get through compared to the initial 5) and asked if they could check on my file who it was I had been speaking to as they had hung up on me but the guy skirted around the issue, am sure he wouldn't have given me a name anyway. The second guy I spoke to was very helpful and we figured out where things had gone wrong and how to rectify it so hopefully I will be getting some more CCG, how long that will take I don't know but it's good to know I don't have to find all the fees myself.

Sorry for going on!
Kimberley x

student_advisor

put an official complaint in, that's awful service

http://www.direct.gov.uk/en/Dl1/Directories/UsefulContactsByCategory/EducationAndLearningContacts/DG_171787 scroll down to the complaints section

I think they will be able to find out from your record who it was

kymbogs

Thankyou I will do that. There seems to be different bits for SFE and SLC but only for SLC is there a link to do with making a complaint, are they one and the same or seperate entities? I always thought that SFE was just the new name for SLC...?

student_advisor

The umbrella company is SLC, and they provide the SFE service, so you complain to SLC

Poolie

If you can provide the telephone number you called from and the time of the call then the complaints team should be able to locate the call and find out who received your call.

Taiko

Also, there should be a record on your account. If someone accesses the account, it does leave their full name.

If you email complaints, like Poolie said, with the rough time of the call and the number, they can trace it for you. Whether they will or not is something different, speaking from experience.