UC complaint. Unable to attend face to face, payments stopped

System
System Posts: 302 Online Community Programme Lead
edited August 23 in Autism and neurodiversity

This discussion was created from comments split from: Autism and universal credit.

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  • ZoeLMN
    ZoeLMN Community Member Posts: 4 Listener

    Hi, I have a similar situation to the above, I have requested a mandatory reconsideration but they are unwilling to do that until I attend the appointment I am not able to attend. The service only do face to face appointments. I am going to try to get help from Citizens Advice but would really appreciate any help drafting a letter of complaint.

  • Rachel_Scope
    Rachel_Scope Posts: 4,516 Online Community Team

    Hi @ZoeLMN and welcome to the community. I've popped your comment into its own post so it's more visible.

    There is some information from Citizen's Advice on how to write a letter of complaint here https://www.citizensadvice.org.uk/benefits/benefits-introduction/problems-with-benefits-and-tax-credits/challenging-benefit-decisions/complaining-about-benefits/complaining-about-benefits-services/

    Are you able to tell us a bit more about your situation so we can try and help you?

  • ZoeLMN
    ZoeLMN Community Member Posts: 4 Listener

    Hi Rachel,

    Hello and thank you for your reply and for moving it for me. To give more detail. I was able to attend the first 2 appointments in the job centre but then my anxiety increased and they wanted me to attend a different place and I didn't feel able. I told them I couldn't attend because of my anxiety and insomnia. They sanctioned me and stopped all money because of failing to attend. I explained that I was unable to attend and requested a mandatory reconsideration. They have said I cannot have a mandatory reconsideration until I attend the original activity that I don't feel able to go to. The outside provider I am meant to attend only do face to face appointments, they have no alternative in place so I have explained I am not able to do it but the jobcentre won't reconsider. I have a doctors sick note as evidence but they don't even want to see it, I have requested they send me a link to upload but they are ignoring it. I want to complain now as I feel I have explained myself enough. I have answered calls from them and given them bank information but they are refusing to give me a mandatory reconsideration.

  • Rachel_Scope
    Rachel_Scope Posts: 4,516 Online Community Team

    Hi @ZoeLMN, is the activity an appointment to see your work coach? These appointments are usually face to face but you should be able to request a phone appointment. However, they do not have to give you a phone appointment. It doesn't seem right that they are refusing to look at your fit note though so I would definitely make a complaint.

    Is there anyone who could attend the face to face appointment with you? I'm concerned about them stopping your payments and this would be the quickest way to get them started again.

  • ZoeLMN
    ZoeLMN Community Member Posts: 4 Listener

    Hi @Rachel_Scope.

    The activity is a work programme and that's why its causing me so much anxiety, it's at a different place. My work coach is calling me as has accepted I am too anxious to attend the job centre. The sanction is for not attending the work program. They will not give me a mandatory reconsideration until I attend it. I have no money in July and they won't end the sanction until I attend the work program. I don't have anyone who can attend with me. I called the work program and they have removed me from their list now. They asked if I want to re-book but I think i'm too anxious to attend.

  • Rachel_Scope
    Rachel_Scope Posts: 4,516 Online Community Team

    Do you receive any other money or benefits that can get you through until this is sorted?
    I would encourage you to go back on their list. I know it’s scary for you but once this bit is done they will reinstate your money and you can go for a mandatory reconsideration.
    Do you have any mental health support?

  • ChrisR777
    ChrisR777 Community Member Posts: 1,725 Championing
    edited August 23

    I can't see how you have any choice @ZoeLMN, could you not just grab the bull by the horns this one time, get it over with? They will then hopefully see for themselves that you are unfit for any further appointments.

    I can't know this, but will they not be thinking that if you already attended twice, you can do so again? I imagine they get claimants trying it on all the time, not genuinely anxious people such as yourself.

  • ZoeLMN
    ZoeLMN Community Member Posts: 4 Listener

    Thanks both, I can re sign up but I'm worried I will have a panic attack and be unable to go again. I have some support and a bit of savings.

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