MyCSP incompetence

desthemoaner

The thing that saps confidence in an organisation most of all is failure to fulfil promises and to honour callbacks. MyCSP: when you promise to call someone, please do so; even if only to tell them that you cannot currently complete the action required, to tell them why and what you are going to do about it.


Failing to keep the customer informed is a sure way to persuade them to turn to websites like this one, where the quality of the advice is often excellent, but sometimes dubious.

William_Mateless

I have some money so that is the main thing for me but I was also assured last week that a letter would be sent detailing what the payment actually is? No sign as yet but there is always tomorrow

IhateMYCSP

So after 5 months of waiting I was finally offered compensation. It was less than expected/hoped and will be rejected. Email fired off to the people mentioned earlier in this thread. Will see if anything comes of it.

IhateMYCSP

Greeniron

If making a formal complaint it's an idea to ask for it to be dealt with under the internal dispute resolution procedure, or IDRP (if this isn't done automatically). Without IDRP being at least attempted the ombudsman would not be able to investigate if you were unhappy with the response. TPAS can help to frame complaints or give pointers to what a realistic amount of compensation might be.

IhateMYCSP

Thanks Greeniron, and I agree. Unfortunately I made my complaint while I was still trying to get the refund sorted, I was advised by MyCSP to go for a formal complaint rather than IDR1 due to the shorter timescales involved. Then my complaint was lost. Then the response didn't resemble what happened at all. Then it took 5 months to get a response regarding compensation. So if my email doesn't result in any action I need to start with the IDR1 process :-(.

desthemoaner

I received my lump sum today. No monthly payment yet, so I assume that will be made, with arrears, on the 6th of next month. Looks like a rather unpleasant experience for all concerned may well be drawing to a close.

xylophone

I have just seen this

http://www.prospect.org.uk/news/id/2015/February/12/Prospect-raises-MyCSP-problems-with-Cabinet-Office

The Board has been quiet on the MyCSP front for the past couple of weeks - can things be improving?

AgentWD40

xylophone wrote: »

- can things be improving?

Not from my perspective.

I contacted them on the 20th Feb as on the following Monday, they would have had everything I sent them before Christmas ( actually received 23 Dec ) for two months and I'd heard nothing from them.

After a while on hold I was told my case was being escalated ( translation : someone was finally going to look at it ) and I could expect a letter the following week.

That letter duly arrived ( fair do's ) and one element was reasonable in that they wanted my bank account details ( although why they didn't ask for that in December is a mystery ).

However, they also asked for my letter of probate/letter of administration. Yet I sent that to them last December together with my marriage certificate and the death certificate and which they acknowledged receiving on the form they sent to me when they returned the documents.

How could that be missed?

So, having responded, I'm back to waiting now.

As a comparison, the Teacher's pension agency had money in my bank account 5 weeks after I first contacted them ( that includes the Christmas period ). So far MyCSP has taken 3 months.

CantcopewithCSP

I have been waiting 12 months for my refund, and have still not received a penny from them.

I have today just received an email stating it will be 5 working days until it is in my bank.

I have tried all the same avenues as you have.
I have never come across such an unprofessional organisation.

I'd just keep persevering, and hopefully you may get that one good advisor who will push for answers for you.

Good Luck

atush

Have you filed a complaint?