A Guide to the Atos Complaints Procedure

SPinDerbyshire

I work for Derbyshire Dales, Amber Valley and Erewash Citizens Advice Bureau, and we're horrified by the number of clients we get who report that the Work Capability Assessment as carried out by Atos is simply not fit for purpose. The assessment is supposed to be a thorough report of the claimant's capabilities, sufficient for the DWP to make an accurate decision. All too often it's cursory, the assessor fails (or refuses) to consider and note additional evidence and judgements are frequently based solely on the claimant's performance during a (brief) interview, without considering day-to-day situations.

We feel that the Atos complaints procedure has been underused, and that the company has been given an easy ride in this respect. It should be stressed that the complaints procedure is not about challenging the actual decision, and therefore is not a substitute for the appeal process - rather it's an additional channel people can use to express their dissatisfaction.

We have produced a factsheet to help people frame their complaints, available here: http://www.scribd.com/doc/97651322/Using-the-Atos-Complaints-Procedure. I would urge everyone with a complaint to use the procedure. The more people who complain, the better our chances of finally tackling this apparently random method of assessment. Any feedback would be most welcome, whether it's about the factsheet or from anyone who has already used the Atos complaints procedure.

Thank you.

rogerblack

A few comments.
Firstly, on the factsheet, I would emphasise the importance of sending through some sort of tracked post your complaint.
This means that you have some sort of proof.

Secondly, it should perhaps highlight the similar DWPs procedure, for complaining about the service (not the decision that was made).

And remember, with many organisations, lack of complaints mean they are doing everything perfectly!

Complain about things that fall below a reasonable standard.
Even if the organisation commonly falls below a reasonable standard.

p999j

Have to say, appreciation for standing up/standing out.

I would never want to hurt. But; Be aware that if you start a complaints process that everyone, including yourself, is going to doubt and question your mental, physical, ethical (health/standards/ideals/comprehension/capability/capacity)...well, just everything you are.

I agree that you need to diarise, record everything. No matter how hard it gets. Ensure you have the support of professionals. Qualified, experienced people who know these issues, and have supported others through the really detailed stuff. Like financial implications. Policy implications.

But the old saying of 'evil only exists when good men (people) do nothing' is so true. If you're not part of the solution, then your part of the problem.

I am already going hard on myself that I may be putting a guilt trip onto anyone reading this. Anyone having a hard time. Seriously. My opinion is of only the level of importance that you want to allocate it.

I thought Karma was something that happened acccidentally around me. Somewhere along the way, I kind of forgot to assist it. i withdrew from addressing all of dealing with reality by extracating myself from it. Dark days.

Now I make sure that for everything I take, I give. Doesn't necessarily mean money, or emotion, or touching someone elses heart, or smiling, or taking thirty seconds out of your day to breathe fresh air. It can mean anything as many times or as much as you feel you can take or give. Does this make sense?

Hugs.xx

minimadtrix

I complained about the 2 hour wait my husband had before his appointment (I was with him) and then, when we got there, we were turned away as he should have been seen by a doctor.

So, I emailed ATOS and told them that I was copying in my local MP, which they could see.

They responded to my email, saying they would need my husband's written consent that I could complain on his behalf and that they would send me the form for him to sign through the post, which they duly did.

Ironically though, because my MP had also written to them, when they received my hubby's signed authority for me to complain on his behalf, they wrote back saying that as my MP had written to them, they would respond directly to them!!!

Anyway, the complaint was dealt with - took them about 6 weeks to reply and said that the waiting time was not acceptable and that they would monitor the health centre we attended.

When we went back for hubby's second appointment, a woman asked another how long they had been waiting - it was still over 1.5 hours, so I had a quiet word and told them to complain and include the local MP (turns out it was the same MP!) as the more that complained the better.

My theory is that if people only complain between themselves, but don't follow it through, the system won't change and people need to stand up (if their disability allows them ) and be counted

p999j

minimadtrix wrote: »

My theory is that if people only complain between themselves, but don't follow it through, the system won't change and people need to stand up (if their disability allows them ) and be counted

Just sooooo good to hear of people who are constructive about addressing something which is unacceptable to them. Pointless complaining can become a habit for many. Always easier to criticise than complement. Some damned hard situations everywhere.

So following through, and also enabling anyone else who needs support, is also constructive.

May I ask if you followed up with a thank you card for your MP too, though....?

minimadtrix

p999j wrote: »

May I ask if you followed up with a thank you card for your MP too, though....?

Not yet, hubby only had his assessment on Wednesday. Our MP asked to know the outcome of our case, so I will be letting her know, along with the way we were treated.

Of course, it's only common courtesy to acknowledge someone that has helped you, especially when they have one of their advisors speak to one of the top men at ATOS in Westminster to raise their concerns. (Incidentally, we were fast tracked when we got to the appointment - only waited max 5 mins and dealt with rather swiftly)

grummps

SPinDerbyshire wrote: »

I work for Derbyshire Dales, Amber Valley and Erewash Citizens Advice Bureau, and we're horrified by the number of clients we get who report that the Work Capability Assessment as carried out by Atos is simply not fit for purpose. The assessment is supposed to be a thorough report of the claimant's capabilities, sufficient for the DWP to make an accurate decision. All too often it's cursory, the assessor fails (or refuses) to consider and note additional evidence and judgements are frequently based solely on the claimant's performance during a (brief) interview, without considering day-to-day situations.

We feel that the Atos complaints procedure has been underused, and that the company has been given an easy ride in this respect. It should be stressed that the complaints procedure is not about challenging the actual decision, and therefore is not a substitute for the appeal process - rather it's an additional channel people can use to express their dissatisfaction.

We have produced a factsheet to help people frame their complaints, available here: http://www.scribd.com/doc/97651322/Using-the-Atos-Complaints-Procedure. I would urge everyone with a complaint to use the procedure. The more people who complain, the better our chances of finally tackling this apparently random method of assessment. Any feedback would be most welcome, whether it's about the factsheet or from anyone who has already used the Atos complaints procedure.

Thank you.

I should not have been required to attend

I received the telephone call to arrange the face to face assessment before I received the ESA50!
I had the assessment 2 days before I was required to send the ESA50 back!!
I actually returned it on the Wednesday, having had the assessment on the Monday.

My companion was excluded

Nobody told me that my wife could have come in with me. I had difficulty in taking off my overcoat during the assessment and asked if my wife could come in and help - my request was refused, I asked the assessor to help - he declined and stated that I had failed to co-operate in the assessment process.

The assessor gave no opportunity to explain my answers

All of the questions were closed. In fact I was reprimanded for trying to give out too much information. I was told to answer yes or no. So I did - to every question including questions about my normal day!

The finl result was that the assessor on the ESA85 wrote that I was aggressive, awkward, bombastic, argumentative and that I purposely made it difficult for him to carry out the assessment.

I complained, and eventually I received a reply that stated that the assessor had reported that I had told him that I purposely refused to return the ESA50 earlier than the due date, he denied that I had asked for my wife or himself to help with taking off my coat, he denied that he had reprimanded me and stated that I refused to answer anything except by Yes/No.

They did however accept that the assessor should not have made those personal comments about me, but that they (ATOS) only wanted to show the DWP what a difficult individual I was!

The complaint was not accepted as the assessor would not lie.

So much for complaining!! Never again!!