Best way to make a formal complaint to DWP?

drbluebox

As in a basic template, the way I have been treated over a stolen giro has ended up farcical with the DWP treating me as if they dont care and "whats the problem"

Basic background again is that I was waiting for a bank payment and error 1 of theirs they sent a giro(and no one could explain why) then was promised a ring back 3 days in a row and never got any of the calls and on my 2nd call on the 3rd day I finally got a callback with the advisor stating he was ill(but not apologising or explaining why I didnt get a quick call stating this etc)

Then next morning was told girl was cashed so had to fill in forms which annoyed me but I did so and handed them back to local branch same day which were faxed through, recieved and a note on computer confirming receipt and that they were signed.

Got a letter yesterday stating they havent recieved one of the forms and to do it by the 17th or the invesigation will be closed! I went to branch and spoke to the person who witnessed my statement who confirmed he remembered date and time I came in and him signing form and faxing it off! I rang DWP anyway and the advisor kept on saying "I dont see the problem, just fill in form as we havent recieved first one" despite him ALSO saying the computer showed form as recieved and signed! After about 10 minutes of discussion I was promised a callback today by 11.20 with an explaination and my number was taken and double checked, meanwhile I handed advsior the copy of 2nd form just in case and he signed it.


Today, NO PHONE CALL!!!!! Rang back to be told that the reason I never got a phone call was I never gave them my number to ring back!!!! Also they faxed back the form to local branch because I didnt sign it, meanwhile the case isnt being investigated till the form is recieved by them!!!!!!

So do I just reword this in a formal letter?

cit_k

You can try, make sure you list it with full dates and times, full details of what forms/benefits etc your talking about, what effect it had on you, any expense incurred etc.

Dont expect much to happen though, my experience with complaining to the dwp is they just fob you off with excuses.

If your lucky, you may get somewhere though.

QuackQuackOops

To what point?
You can complain but what are you expecting? They wont do anything other than perhaps say sorry you were inconvenienced.

rogerblack

http://www.dwp.gov.uk/docs/financial-redress-for-maladministration.pdf - they do have a procedure for compensation.
I don't know if this is appropriate in this instance.