PIP claim - CAPITA really are useless

TELLIT01

I'm absolutely with the OP on this one. A new date and time was agreed by both parties and for Capita to then try to force a new date at short notice is not acceptable. The OP's wife has good cause for refusing the new appointment date. A hospital consultation is a far higher priority for most people than a a medical assessment for benefit. The hospital consultation could even produce information relevant to the assessment.
As the OP said, she has waited months for the appointment at the hospital and may go to the back of the queue if she cancelled at such short notice.
Capita cancelled the 2nd appointment, not the customer.

billywilly

TELLIT01 wrote: »

I'm absolutely with the OP on this one. A new date and time was agreed by both parties and for Capita to then try to force a new date at short notice is not acceptable. The OP's wife has good cause for refusing the new appointment date. A hospital consultation is a far higher priority for most people than a a medical assessment for benefit. The hospital consultation could even produce information relevant to the assessment.
As the OP said, she has waited months for the appointment at the hospital and may go to the back of the queue if she cancelled at such short notice.
Capita cancelled the 2nd appointment, not the customer.

Either way, CAPITA/ATOS/DWP call the shots. I do understand what you are saying, but if you want to take on the fight with the DWP after they close down the claim for non attendance, fine.
Like it is said, when told to jump if you want to claim a benefit you ask 'how high'.

TELLIT01

If they try to close the claim down for non-attendance demand a reconsideration and, if necessary, take it to appeal. Bringing Capita and other providers into the system was supposed to get rid of this kind of treatment of claimants. It clearly isn't working.

FBaby

[quote=[Deleted User];68343842]Nope. Changing the first one is not above and beyond what they have to do. It clearly states on the initial appt letter that you are allowed to change ONCE.

Any REASONABLE person (i.e. not including those of you on this forum who just like to argue) would suggest that by them changing it to another date (and also at short notice) would be SENSIBLE to allow this date to be changed.[/QUOTE]

You don't get it. What they are saying is that you can turn down ONE date offered, you can NOT turned down a second. They don't have to give you a second date that suits you. They did the first instance because you called and it made sense to do so since they were able to discuss it there and then, but they don't have to do it. They offered you another second date, and that's all they have to do.

Some people will have issues with childcare no matter how much notice they have given, so many will bring their kids. If the medical appointment is essential and can't be rescheduled, maybe she could email the secretary and kindly explain the situation and ask her to confirm by email that indeed, they were unable to offer you any other appointment within a reasonable time period. That might give your wife a better chance to convince CAPITA.

[Deleted User]

TELLIT01 wrote: »

I'm absolutely with the OP on this one. A new date and time was agreed by both parties and for Capita to then try to force a new date at short notice is not acceptable. The OP's wife has good cause for refusing the new appointment date. A hospital consultation is a far higher priority for most people than a a medical assessment for benefit. The hospital consultation could even produce information relevant to the assessment.
As the OP said, she has waited months for the appointment at the hospital and may go to the back of the queue if she cancelled at such short notice.
Capita cancelled the 2nd appointment, not the customer.

A sensible person at last. Although as I've always suspected this forum is packed with people who just come on here to start an argument.

[Deleted User]

billywilly wrote: »

Either way, CAPITA/ATOS/DWP call the shots. I do understand what you are saying, but if you want to take on the fight with the DWP after they close down the claim for non attendance, fine.
Like it is said, when told to jump if you want to claim a benefit you ask 'how high'.

Disagree. You don't have to bend over and take it.

There are rules in place which are governed. Remember, ultimately this is a government department as such is employed by the taxpayers/voters of this country. They are not a law unto themselves and should never be allowed to do - they exist to serve the people in this country.

Something they often forget.

[Deleted User]

TELLIT01 wrote: »

If they try to close the claim down for non-attendance demand a reconsideration and, if necessary, take it to appeal. Bringing Capita and other providers into the system was supposed to get rid of this kind of treatment of claimants. It clearly isn't working.

Dont worry Im up for it. Confident any reasonable person looking at this will realise that what they've done is wrong.

Yes this idea of using 3rd parties has never worked. The attitude of the guy on the phone was appalling - they seem to forget this is ill people they are dealing with. Of course, to a 3rd party its just money for them.

[Deleted User]

FBaby wrote: »

You don't get it. What they are saying is that you can turn down ONE date offered, you can NOT turned down a second. They don't have to give you a second date that suits you. They did the first instance because you called and it made sense to do so since they were able to discuss it there and then, but they don't have to do it. They offered you another second date, and that's all they have to do.

Some people will have issues with childcare no matter how much notice they have given, so many will bring their kids. If the medical appointment is essential and can't be rescheduled, maybe she could email the secretary and kindly explain the situation and ask her to confirm by email that indeed, they were unable to offer you any other appointment within a reasonable time period. That might give your wife a better chance to convince CAPITA.

I can understand why the rule is in place. They don't want people phoning, changing the appt, then a week later, phoning again and then changing it again. Lots of hassle and you would get people who would do this - so I can see why this is in place.

Its perfectly fair that if you phone and change an appointment and AGREE AT THE TIME that this is now suitable then you cant then change it.

But its different when a reschedule is done and then this gets cancelled by them, surely? If they are then going to change it then surely you're back to where you are with the first appointment? i.e. having no choice and you have not agreed to this appointment.

Made even worse when its just 3 days notice. We actually got two letters on the same day - one with the appointment date and one reminder for the same day!

Also, no notification that the rescheduled one was cancelled. Which was bit confusing because we then had two appointments booked or so it seemed. Only cleared up when wife phoned them on tuesday and they explained.

(Quite why they need to cancel an appointment three weeks in the future as well seems strange. Should be a bit more organised).

[Deleted User]

FBaby wrote: »

You don't get it. What they are saying is that you can turn down ONE date offered, you can NOT turned down a second. They don't have to give you a second date that suits you. They did the first instance because you called and it made sense to do so since they were able to discuss it there and then, but they don't have to do it. They offered you another second date, and that's all they have to do.

Some people will have issues with childcare no matter how much notice they have given, so many will bring their kids. If the medical appointment is essential and can't be rescheduled, maybe she could email the secretary and kindly explain the situation and ask her to confirm by email that indeed, they were unable to offer you any other appointment within a reasonable time period. That might give your wife a better chance to convince CAPITA.

Appt is arrange for 2-30pm today. So yes, not ideal, but wife could take 2 year old with her. Appointment is 20 miles from home BTW.
But of course, we've got an older son whos in school and guess what time that finishes - 3-30pm (and his school is 5 miles from home in the other direction). So its not possible is it?

And no, both parents dont drive and, like I said, at short notice, we can't sort out someone else unfortunately. Given a bit more notice than 3 days maybe. Alternative - we pull a sickie for him and he misses school and goes to appt? All because capita cant organise themselves are acting unreasonably - dont think so.

And btw - I am a further 50 miles away at client site and will be here all day. If I didnt do the work I'm down for today its probably about 3 months worth of PIP payments I'd lose in lost income. So why should I pander to their incompetence?

And twice now a manager from Capita has promised to call to try and sort this all out and hasn't. Still think I'm being unreasonable?

[Deleted User]

as others have said if you want the benefit you have to jump through the hoops