Complaints process farce UC. Need help

Legwax

Hi,

DWP underpaid me four months ago. I raised a complaint on journal per online guidance in the https://www.gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure#ask-for-your-concern-to-go-to-the-complaints-team I have evidence HMRC and my employer have been in discussion and my employer was correct and HMRC informed DWP I was earning X amount when I earned a very small amount. My employer is sick of me asking them to contact HMRC as it was HMRC/DWP's fault.

I checked my HMRC tax account and see that the small amount was reported to DWP but on my UC statement it has the X amount. Clear case of HMRC or really I guess DWP not being right.

Well, despite my asking several times to escalate the issue and for them to show me the complaints process, they ignored my asking. They eventually sent the complaint to their colleague in the same service center. I complained as this was sidestepping and not escalating. Again, I followed what is online to complain and UC continue to refuse to give me the process. Then they send it to a colleague in a different service center who states they will raise to the complaints team. It is a Real Time Income complaint.

I received a journal message saying HMRC could not get in touch with my employer. That is false.

I asked to escalate - in my mind to stage two. They said they would raise RTI again. I wanted it to be a stage two. At this point, I emailed ICE. ICE said they can't touch it as I haven't received the letter about them completing stage 2.

UC ARE NOT OFFERING ME this process so I am stuck. Oh my god. I have come here because four months later I cannot keep doing this cyclical farce and yes, I will use the phrase - it is Kafkaesque. I am trying to boost my morale but I have been in dire hardship due to the underpayment and am now in debt again. I am very upset and trying to further my life and this is so unfair to have no right of reply.

Please advise me. My local Citizens advice waiting list is months and how can I escalate to ombudsman if I can't get ICE to acknowledge that I am not being offered the complaints process?! I have all evidence saved. If this went to court, I would win, I know that.

Help please. I feel desperate.

Kimi87

I'd recommend contacting your MP to see if they can help move things towards a resolution for you.

Legwax

Hi Kimi87, thank you for the suggestion. Local MP has families and people in dangerous situations to help, I would not be priority at all and understand why. There Must be another independent way of complaining.

Rachel_Scope

This sounds very frustrating @Legwax. Unfortunately I'm not sure what to suggest other than contacting your MP as Kimi has suggested. Would you consider that?

Do you have some mental health support in place? Understandably, it seems such a stressful time for you.

Legwax

Thank you Rachel. I don't have support in place. Anyway, I come here for a stressbuster! I think I shoud do as I tell others and take @Kimi87 's suggestion and email my MP. Let them tell me no, not say it for myself. Sick of self-advocating, is exhausting. I'll be ok, better out than in.

Thanks both of you.

Rachel_Scope

That's great and hopefully your MP can step in. It's so unfair that you're in this situation. I love that you come here for a stressbuster! Here's some resources for mental health support if you feel you need it https://www.nhs.uk/nhs-services/mental-health-services/ 😊