Making a complaint to dwp/job center

Jahlove

Hi

I was woundering if anybody could give me any advice regarding making a complaint to the dwp/job center.I have looked on the dwp website and it basicaly just says to contact the office dealing with your claim and tell them about your complaint.

Is it best to do this in writing? i was thinking it would be as i can put down more detail than they are likely to take note of over the phone.This is regarding an issue my friend has who has had two suspensions put onto his account from due to computer errors and has now had no money for close to a week and nobody over the phone is helping.

I have never made a complaint before so im not entirely sure what happens after you submit it etc, im hoping that by doing this they will sort their act out and resolve the issue!

The dwp site says to contact your local office,if i write a letter to this office on his behalf who would i addressee it to?

pmlindyloo

This will tell you all you need to know:

http://www.adviceguide.org.uk/england/benefits_e/benefits_benefits_introduction_ew/problems_with_benefits_and_tax_credits.htm#making_a_complaint_about_benefit_and_tax_credit_service_standards

mynameistallulah

Your first issue is to get his payment made now - a complaint will not be looked at immediately, so is not the right action to take. Have you spoken to a supervisor and/ or manager on the phone? If you have, and they are not helping, call your MP's local office today - they can call the JCP area manager and get it sorted.

Jahlove

When asked to speak to a manger he is told nobody is available!

One other thing can anybody confirm this.If you miss a workd related interview for ESA, is your money supposed to be sanctioned ie something along the lines of 50% less for, or is your money suspended completely, i have been told it should only be sanctioned if you fail to attend once and not totally suspended which is what has happened.

For those interested the reason he failed to attend it because there has been an error with his account, that has not been sending out payments or letters for 2 months, he was told somebody would fix the error with the account 6 weeks ago by deleting it and rebuilding it into the system however 2 weeks ago he was told the previous person hadn't bothered to do it!

subsequently during this time he was supposed to have attended an work focused interview which he was not notified of because of this reason. and now they have suspended his money completely, complete shambles!

rogerblack

Jahlove wrote: »

One other thing can anybody confirm this.If you miss a workd related interview for ESA, is your money supposed to be sanctioned ie something along the lines of 50% less for, or is your money suspended completely, i have been told it should only be sanctioned if you fail to attend once and not totally suspended which is what has happened.

Do you mean that ESA is not being paid at all, or that the work-related component is not being paid?
Non-attendance for WFI can result in the work-related component not being paid.
As far as I'm aware, you remain entitled to the basic rate.

Jahlove

rogerblack wrote: »

Do you mean that ESA is not being paid at all, or that the work-related component is not being paid?
Non-attendance for WFI can result in the work-related component not being paid.
As far as I'm aware, you remain entitled to the basic rate.

HI

Yes it is not been payed at all.They have stopped everything.

rogerblack

You are sure it was a work focused interview, not a medical?
A medical missed will cause suspension.
First thing is to try and work out the current state.
Why is payment suspended?

Jahlove

Update

After writing a long letter of complaint, he received a phone call the next day, and was told if he ring sup the job center and rearranges the work focused interview they will lift the suspension ONLY when he attends.

He also asked about weather or not he should have received a sanction ie reduction in money and not a complete suspension and was told they have the power to stop it completely for failing to attend 1 interview

I think he said he has an interview next week, so again through no fault of his his own hes still got no money due to not receiving the letter that stated he even had an interview, also when asked if the suspension will be lifted from the original one they said its up to the adviser.

Cpt.Scarlet

You might want to get face to face advice on this from CAB or Welfare Rights, I've checked the Decision Makers Guide and as far as I can see only the WRA Component is subject to sanction not the full amount.

Jahlove

Interesting...When he rang he simply asked if you miss a WFI do you get a full suspension or is your money sanctioned IE reduced, the person at the job center said it gets sanctioned just reduced, he then went on to ask well why has mine been completely suspended and was told that the job center only issues sanctions but " the processing department has the power to stop it all"

I don't see why some people would get just a sanction and other get a full suspension why not one rule for everybody?

Its been one thing after the other for a solid 2 months, hes done absolutely nothing wrong either, it makes me really angry just out of principle. The error with his account was not his fault, and they are still treating him like hes knowlingly failed to attend

Jahlove

also can anybody confirm if you can legaly record a phone call to the dwp or job center? my sons phone can apparently record it