How long - should i complain?

creampuff

Hubby and i (NRP) moved 4 months ago, submitted everything to the CSA as we knew we would have a reassessment - so sent mortgage details, travel to work info ontact costs etc - basically everything they need to do a reassessment and 4 months later - we are still waiting for the reassessment to come through - we keep chasing and "it's being looked at"

I have a feeling we will end up with arrears because of their inability to reassess quickly (CSA and quick don't go together i know!) but are we within our rights to complain about the time it's taken? everytime the PWC requests a reassessment its done within a month, but we are ask its 4 months and still nothing...

Advice very much welcomed..

DUTR

You are always within your rights to complain, assesments can go up as well as down

mum24boys

Iv always found with them that if the assessment is going down it will take absolutely ages to get sorted because they will then owe you money. When the assessment was going up ours was done in 3 days and required a payment for said arrears immediately. Unbelievable. When DH assessment went down took 3 months. We complained and got £50 compensation. We also had to fight and complain to get our money back from them, they wanted to adjust monthly amount, i said no as they like there arrears in one go i want our money back in one go.
Complain, i would, they take the proverbial. Do it by email too, better response time, word it strongly so they know your not messing about, you may be surprised how fast the assessment gets done. Plus if they do owe you money demand its paid in full, don't take no for a answer.

creampuff

i just can't see why it takes so long if they have received everything - its now with the departures team.

what really got my goat was that everything was sent to the CSA recorded of course and then departures asked for the information we sent which included all info for the departures..? apparantly, the assesments team don't send over the info to departures...?

I will wait for the letter to come then i will complain - would it be worth copying inmy MP? or is that going a little too far?

PreludeForTimeFeelers

creampuff wrote: »

Hubby and i (NRP) moved 4 months ago, submitted everything to the CSA as we knew we would have a reassessment - so sent mortgage details, travel to work info ontact costs etc - basically everything they need to do a reassessment and 4 months later - we are still waiting for the reassessment to come through - we keep chasing and "it's being looked at"

I have a feeling we will end up with arrears because of their inability to reassess quickly (CSA and quick don't go together i know!) but are we within our rights to complain about the time it's taken? everytime the PWC requests a reassessment its done within a month, but we are ask its 4 months and still nothing...

Advice very much welcomed..

Phone and ask to speak to a team leader. Change of circumstance assessments are usually done in date order, but 4 months when they've got the info they need is taking the Mick.

PreludeForTimeFeelers

mum24boys wrote: »

When the assessment was going up ours was done in 3 days and required a payment for said arrears immediately. Unbelievable.

If it only took them three days I'm guessing there weren't huge arrears generated in that time-scale...

creampuff

we spoke to the team leader - she had sent out the letter asking for more info - which is what was sent in the first place but not passed to the departures team from the assessmsnets team.

but still this was about 6 weeks after the info was sent and now its 4 months - i'm guessing the info has been sent to the PWC and we are waiting fro her to respond.

Jarndyce

Start going through the complaints procedure - its set out on the CSA website. I was in your position and had waited 7 or 8 months before I got a response - they ignored my Stage 1 complaint too. But when I went to Stage 2 and then the ICE they soon got moving.

creampuff

haha, you have to laugh - after all of that, they cancelled our departure because we didn't give them supporting evidence.

they said they would look in the file, clearly they didn't and i have requested from another department to pull the file from storage and send info to departures - i',m also sending duplicate copies

Definately complaining about this now!