How do I escalate a complaint?

adandem

Hi, My DD in is receipt of ESA.

However, she has not yet received a single payment unless we have phoned and chased it!

One payment was 11 days late and she wouldn't have got it then unless we'd contated them.

It is becoming tiring and frustrating. Ironically, when we phoned for one payment thet sent it twice, but sent a letter asking for the amount back via a cheque on the very day they'd missed yet another payment.

I have written to them as they suggested but have just checked on line and today's payment has not gone in.(surprise)

I am astounded by the level of incompetency and would really like to take the matter further.

Any ideas?

Thanks.

deathvalleydemon

from my dealings with them it is clear that the people at esa do not know their !!!! from their elbow.

MrsManda

deathvalleydemon wrote: »

from my dealings with them it is clear that the people at esa do not know their !!!! from their elbow.

That's a bit unfair. I'm sure some 'advisors' are like that but many are well trained, are helpful, polite and care. Just like many applicants are helpful and polite whereas some are shouty and rude. I guess that's part of being human and working/dealing with emotive subjects.

In terms of complaints the procedure is to complain to the manager dealing with the claim - I think in terms of ESA you call the ESA line on the award letter and ask to be put through to the complaints manager. It'll be investigated and you should get a reply in writting within 10 working days. If you're still not happy then you can have your complaint looked at by the District manager.
If you're still unhappy you can escalate it further to the Chief Exec's office. - I know the link says Jobseekers but ESA is dealt with by the JC on a local level as that's who you call when you report a change/want details

http://www.direct.gov.uk/en/Employment/Jobseekers/ContactJobcentrePlus/DG_186391

adandem

MrsManda wrote: »

That's a bit unfair. I'm sure some 'advisors' are like that but many are well trained, are helpful, polite and care. Just like many applicants are helpful and polite whereas some are shouty and rude. I guess that's part of being human and working/dealing with emotive subjects.


http://www.direct.gov.uk/en/Employment/Jobseekers/ContactJobcentrePlus/DG_186391

Sadly this has not been my experience. I can't even get to speak to the payment centre, only a CS centre who then pass on messages for them to call me back. Yes , they apologise but that really doesn't solve the issue. Normally an apology is a promise that you'll get it right next time.

It's gone on for so long now that I would find the level of incompetency comical if I were not spending hours on end on the phone trying to get someone to firstly answer, secondly listen properly the problem and thirdly act on it and put it right.

Human error is possible in any line of work and I accept that but this has been going on since Christmas.:eek:

It does make me wonder how long we'd be waiting for payment if we didn't phone (11 days the longest before I contacted them).
What about those who are making special journeys to the PO to collect the money only to find the payment hasn't gone in?

I can now understand why there is so much unclaimed benefit money, it probably was claimed but never paid!!

Well, it's been more that 10 days and I've had no response (suprise!) so I will have to take the matter further.

I have not been rude or shouty but tbh I think I've got good reason to be.

Thanks for the link.;)

MrsManda

Just to let you know, I wasn't suggesting that you personally had been rude/shouty or that the people you have dealt with haven't been rude/incompetent. I was speaking in general terms.

Hope you get it sorted soon. I generally find written complaints are dealt with quicker if you lay out the facts in a simple manner with dates/times of contact plus the name of who you spoke to if possible. And state what you want to happen - the clearer the complaint the quicker it's dealt with.

Let us know how you get on