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ATOS Customer Charter
Hi, Whilst writing a complaints letter to ATOS I checked out their customer charter and compared what they promise with what actually happens at assessment and afterwards. Firstly "Treat with Respect". On my assessor's report there is a section for informal observations which gives the assessor free reign to watch what you are doing, saying and how you are behaving and pass comments like "well kempt" "normal complexion" "didn't look tired". In my complaint letter I said that the 1st negative comment written about the claimant breaks this part of their charter. It is surely also a violation of our Human Rights. "Fair & Accurate assessment". This also is regularly broken. "Do not Diagnose" "only assessing how your disability affects your daily life". Surely the physical tests and recorded results, memory tests with comments on the report such as "normal short term memory" are a diagnosis of sorts especially when they go against available medical evidence. "Do not make a decision". So why is there a section for the assessor to fill in which descriptor they suggest and the reasons why? That is making a decision. Even more so as the DMs are accepting their "decisions" in most cases. IMHO all illness and disability proven with supplied medical evidence should be believed without question allowing the assessor to focus on what problems the claimant has to face because of these and the amount of help they need to manage on a daily basis.