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Help with complaint against Jobcentre Plus?

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Hi, first time posting here so please don't bite my head off.

I'm 19 and have been claiming JSA for around 4 months. The jobcentre plus where I sign on, in my opinion, leaves a lot to be desired in terms of the staff and the way it's run.

I was due to sign on at my regular sign on time (11.25), and arrived around 5 minutes before, which unfortunately at my jobcentre is classed as late. I was told to come back at 1.00pm. Now this was not an issue for me, I accept that I wasn't on time and it was my mistake.

I arrived promptly at the jobcentre at 12:45 exactly (I know this because of the parking meter I paid right outside the jobcentre). I went to the front of desk and explained my situation, and was mistakenly sent upstairs. I came back down again in less than a minute, and began browsing the job points waiting for my name to be called. I also noticed the woman (let's call her Mrs X) who issued my new appointment and who I was due to sign on with, talking to a few of the other staff.

At 1.30pm I went back to the front of desk and told them I still hadn't been seen. I was sent to a different advisor who phoned Mrs X.
He then told me that I would have to return at 2.00pm, as I was late and Mrs X had gone to lunch. I disputed this, saying that I arrived 10 minutes early. The advisor told me to speak to the floor manager 'if I had a problem with it'. I did. She asked me who I spoke to at front of desk. I told her, and she spoke to him and confirmed that I had arrived 10 minutes early, but I would still have to come back at 2.00pm since Mrs X. was still at lunch.

I did so very begrudgingly, and when I returned was called by her almost immediately. She then (VERY rudely) told me that I was late, and it was my own fault. I denied this and told her I had proof I wasn't. She then told me I must not have heard her calling me. I denied this and said I was standing right at her desk. She then told me that as I had 'missed' two appointments, I may lose a weeks claim.

(sorry this is so long!)

I have now received a decision from DWP stating that as I missed two appointments in a row, I will lose a weeks claim starting in two weeks.

I know I have to dispute this if I ever want to see that money, but I am more concerned at the fact that this ignorant woman is being allowed to work for DWP when she is essentially jeopardizing peoples benefits. I made an informal complaint to the floor manager at the time of the incident, but I want serious action to be taken.

Should I write a formal complaint against her, or should I just explain all this when I dispute the decision? And will it make any difference?

I really want them to feel my wrath, as it's not the first time I've been blamed for an employees incompetence.

Anyone have any advice, or any shared experiences of this? Much appreciated :D

Comments

  • Mr_Falling_Star
    Mr_Falling_Star Posts: 2,849 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    You can appeal against any sanction and your very good grounds for appeal will be that you attended the Jobcentre on your signing day and thus fulfilled your Jobseekers agreement. If they dispute that you didn't ask them to check their CCTV, they won't like it as it means getting their Security guards involved but it can be done.

    As for the complaint you can but I would just suck it up if I were you and concentrate on getting a job, that way you will never have to deal with them again.
    The World come on.....
  • In order to give you a fair and balanced reply, could you give a bit more information. If you are categorised as being late for a signing but arrive on the correct day, a form called an ES19 must be issued with the date and time of your next interview/signing telling you that if you are not on time your claim will be referred to an adjudication officer and your claim may be sanctioned. In order to refer to a Decision Maker, evidence that this form has been issued must be given to them. Therefore, in order to have referred your claim to see if a sanction should be imposed, you would have had to have been given this form either when you were late for signing or when they have said that you were late for the late signing appointment but as you make no mention of this, I assume you were not issued with one? In which case, in the scenario you present, a sanction could not be impsed.
  • I was issued with 2 ES19s after arriving late for my original sign on, and then again after 'missing' my rebooked sign on. I considered refusing to sign in receipt of my second ES19 but I figured if I didn't sign it I'd definitely lose my claim.

    and thank you, falling star, I can't see why they would refuse my appeal, but just in case they do it helps to know what I can offer as proof that I was on time for my sign on.
    I'd love to get her sacked lol but I guess as long as I get my money, I can deal with her...just hope I get a job soon and be rid of the place.

    thanks :)
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