Experience of the Jobcentre complaint's process?

gerald50 wrote: »

I recently had cause to complain about my local Jobcentre concerning rudeness and them not following their own policies (details snipped)

I was expecting to be told I had misunderstood their policies
Or that things hadn’t happened the way I reported
Or even that they’d got things wrong, very sorry!

What I didn’t expect was frankly low quality responses that ignored major points and allegations I’d made. For example, where I referred them to their own guidance on Job Seekers Directions to show they’d got things wrong their response just ignored it

I complained about the rudeness of an adviser - no denial, apology, explanation, admission, nada!

Blandly they say they have investigated all my claims and conform that they did everything right. They also tell me it’s better to complain locally – but I already did and they know that – my complaint to the Director General referred to the original complaint response in some detail.

As I approach sending the matter to the Independent Case Examiner, I wonder if this is par for the course? Will the ICE be similarly careless and bland? The Ombudsman I know can pay attention and come down heavy – is that where this ends up?

After many years of experiencing the sheer inability of the DWP to do anything right unless it suited them, I feel for you.

I have had cause to complain on a regular basis, generally about their attitude and lack of knowledge of the benefit involved.

I have had many replies to my complaints, but none of them admit responsibility or even apologise. If it was a cut and dried case (a recorded telephone call that I made when the particular department in question couldn't understand their own rules) they completely ignore that point instead of saying sorry.

The DWP are a law unto themselves. The vast majority of staff are dangerous. I fail to remember the many times that I have been given duff information which has caused me to lose money.

I'm currently in the middle of a battle with them again. It seems that they try to make things as difficult as they can. Try arguing as to why it is right that the claimant is required to comply with a request or reply to a letter within one month, yet the DWP are able to take three months to reply to a letter of mine (if I am lucky and actually receive a reply!).

If I was to tot up the amount of money lost over the years through bad advice and a failure to inform, the figure must stand at well in excess of £30,000!!! - I kid you not.

I am at the moment trying to get the DWP to follow the regulations - this is a benefit that since January 2013 owes me in excess of £170 a week and counting. They actually agree that I should be receiving this money, but we are at stalemate. I will gladly follow any of the regulations so long as the DWP do likewise.