New popla

Dublindel

Just had a look at pranky's thread on the new POPLA appeal process. I've always worked on the postal basis so that POPLA can see the hard copy responses I've received from the operator.
The online version for appeals seems to leave a few potholes as the prankster stated such as no review of evidence entered. I think i will be sticking with the postal version for now but interested in other points of view. I also cant find the annual reports and news letters or list of adjucators unless I overlooked it somewhere! This is still the same company so I expected to see all that info.

Umkomaas

Different company/provider (Ombudsman Service Ltd), same title of service (POPLA). My understanding is that current assessors will be TUPED across to OS, but it's not clear if it will mean a physical transfer from London to Warrington - which, if this is the case, might deplete significantly the knowledge and understanding built up over the last 3 years.

bazster

I'd stick with postal if I were you. The new outfit's website seems designed to make you agree to T&C's you might not want to agree to, and to railroad you away from the known, technical winning points.

Here's the address for postal appeals to the new mob:

POPLA, PO Box 1270, Warrington WA4 9RL

They warn that postal appeals will take longer, but why would an appellant care about that?

ampersand

They currently seek:
Role title Location
Customer Service Officer Warrington
Customer Service Officer New Shift Warrington
Database Administrator/Developer (SQL DBA) Warrington
MI Developer Warrington
Operational Team Manager Warrington
Operational Team Manager - New Shift Hours Warrington
Operational Team Manager- Part Time Warrington
Part - Time Customer Service Officer Warrington
Senior Enquiry Officer Warrington

#
I am thoroughly reading all of these and related input, applying for none :-)

For old popla Appeals Assessors, read Enquiry Officers.

Already I find 'targets', 'customers', 'robust management style', 'required performance objectives' and a sample bit of current jobglib-speak:

'The role of our customer services officer is a pivotal complaints handling role in the business and one that demands composure, resilience and a considered approach.'

Not in any one of the job descriptions I've yet read, does 'knowledge of applicable law', nor staff training in same, feature.

Our customer services officers have direct contact, via telephone, email and letter, with members of the public who are currently experiencing frustrations with on-going (sometimes lengthy) complaints processes. -

-which might be...?
They still haven't corrected 'frivilous'.

This - Senior Enquiry Officer Warrington,
suggests Chris Adamson is not moving to Warrington?

The_Deep

I too swear by a well constructed letter. Will they keep to the 28 day time limit, or go for the new legislation's one year?

Edna_Basher

The_Deep wrote: »

Will they keep to the 28 day time limit, or go for the new legislation's one year?

The FAQs section on the "New POPLA" website provides the following answers:

How much time do I have to submit my appeal?

We must receive your appeal within 28 days from the date of the operator’s notice of rejection. The date the operator sent the rejection to you will be on the appeal form.

Can I submit an appeal late?

In exceptional circumstances, the assessor may be able to extend the 28 day time limit. If you are submitting your appeal late you must state fully and clearly the reasons for the delay. You must also provide any evidence you have to justify the delay, along with your appeal. The assessor will then decide whether the appeal can still be considered.

Perhaps the assessor will consider that the recent change in legislation equates to "exceptional circumstances"? Or perhaps not.

ampersand

Quite so, Edna.

As we know, ppc's will not use use date/location franked Royal Mail, because this gives the lie to invented dates on their correspondence. UKMail gives nothing, which doubtless explains parkinglie's choice of conduit.

Castle

The_Deep wrote: »

I too swear by a well constructed letter. Will they keep to the 28 day time limit, or go for the new legislation's one year?

According to this list http://www.tradingstandards.uk/advice/ADRApprovedBodies.cfm
Ombudsman Services have been approved and since they now run POPLA I would suggest that they must offer 1 year.

Mike172

Umkomaas wrote: »

Different company/provider (Ombudsman Service Ltd), same title of service (POPLA). My understanding is that current assessors will be TUPED across to OS, but it's not clear if it will mean a physical transfer from London to Warrington - which, if this is the case, might deplete significantly the knowledge and understanding built up over the last 3 years.

This is what concerns me, along with the point about agreeing to terms and conditions.

I suppose I might be the first guinea pig to try this out - Ive submitted online.

nigelbb

Castle wrote: »

According to this list http://www.tradingstandards.uk/advice/ADRApprovedBodies.cfm
Ombudsman Services have been approved and since they now run POPLA I would suggest that they must offer 1 year.

It does indeed. Here is a link to the Trading Standards document on ADR Guidance http://www.tradingstandards.uk/templates/asset-relay.cfm?frmAssetFileID=76991

Note particularly Appendix B Page 30 (my emphasis) :-

Set out below from (a) to (f) are the permitted grounds that you may refuse to deal with a dispute, in relation to certified ADR work

e) The consumer has not submitted a complaint to you within the time period specified by you for dealing with complaints, provided that such time period is not less than 12 Months from the date upon which the trader has given notice to the consumer that the trader is unable to resolve the complaint with the consumer.

This means that an approved ADR body like Ombudsman Services cannot refuse to deal with a dispute provided the consumer submits the complaint within 12 months of exhausting appeals with the trader.