Two complaints with Capita 2 Telephone assessment data not inputted & time discrepancy in phone reco

sezzywhite

Anyone else had issues with Capita. 

They are processing my complaints at the moment. I've had three assessments totalling nearly 6 hours by phone. Which in its self is anxiety provoking. 
My first assessment was for hour and half. The assessor phoned again three days later for mor information. They didn't store any of my data as the staff member went off sick. 
Second assessment two and half hours later. Very tearful and traumatic, felt violated. This was not inputted due to a medical emergency on the assessor part. When I phoned Dwp they said no assessment had been conducted nor had they received any correspondence from capita.
Phoned capita and started complaints procedure. 
Third assessment on the phone for 2 hours and 7 mins. At the beginning Expressed my dissatisfaction and incompetency of capita staff. Said I wanted the assessment recording and I was recording it too. Only to find they recorded 7 mins of the assessment. Mine the whole duration. 

Jimm_Alumni

Hi @sezzywhite, welcome to the community. I have to say, I hated one assessment. I can't imagine having to go through it that many times and still having issues.

I do not know much about capita or their complaints procedure I'm afraid. I tried to look up capita's complaints procedure but it does not appear to be public after a brief search. Have you contacted a benefits adviser at all? Such as your local Citizen's Advice?

I don't know if it's possible to request a change in who is handling your assessment but at this stage it surely cannot hurt. 

I hope some of our community members can give their experiences or any advice they can think of to help you with this.

sezzywhite

Thankyou for your reply. 

Capita had 20 days to look into my compliant and today, I’ve just received an apology from them, for their errors. They’ve offered me £100 gesture. I’ve just got to wait for the second compliant to be processed regarding the discrepancy in my recording time and theirs.
 Then I’m seeking advice from CAB. Thought if I posted on here, somebody might have gone through the same as I. 

Jimm_Alumni

Glad you are at least getting some compensation. It's really nice to hear such an experience, gives us knowledge for when people come here in the same situation you were! I really appreciate it.

Keep us updated if more happens! And good luck getting more.

sezzywhite

Thankyou. 

I just can’t believe in this day and age data can not be inputted and correctly stored. 

Really pleased I came across this site.