Complaints
Ash
Comments
-
Writing . I've just had a reply Thursday.
Saying they are looking into it... Lol.
Also put complaint into Atsos think that's how it's spelt... It's company dwp use to get staff to do assessments... I got her name and I. Do. Number and submitted a.. 10 page letter... Once I started writing.. I couldn't stop...!! She was awful.. Rude no eye contact... Look bored out of of her head..staff nurse... AND.... that gives you knowledge in every aspect of heart.. Kidneys.. Diabetes.. Depression and anxiety.. Chronic pain.. Arthritis.. Osteoarthritis.. Polands SYMDROME.. The list is endless... You go girl....!!!
They need to be taken down...... -
Hi Ash5896
Any complaint you make should be done in writing.Sent signed for and keep a copy of everything.This is the only way to make sure nothing goes amiss and the signatures are proof that somebody the other end has received it.
Telephone calls often disappear into the system unclogged and never replied to.
Good luck.
Debsidoo.x -
I agree... I've kept copies as they do SEEM.. to go astray.. X
-
Thank you Debsidoo and Norton2018.
I’ve been advised to complain so I’m going ahead with it.
Tha ks again guys and I’ll keep the original post updated.....Ash -
I complained in writing. I was told to prove they were lying as it's her word against mine and my friends. You only have to read the report to see she was lying.
-
A quick update:
I called the customer services number to confirm the email address and also the postal address to put my complaint in as the electronic form was not coming up online. This is what I was told:
The policy has now changed and all complaints must be in writing and need to be done via the PIP assessments form and we don’t take complaints over the phone or by email. I said that’s fair enough and if you could send me the “complaints pack” as she called it. Received that this morning and in this pack it says complaints can be made via phone, email or in writing.
Have I missed something here?
It’s the same pamphlet that’s online with the exact same details.Ash -
Crayzy or what ?
-
GizmoTiddles said:Crayzy or what ?Ash
-
I’d call again and ask to speak to a team leader/ supervisor as your getting conflicting information
-
susan48 said:I’d call again and ask to speak to a team leader/ supervisor as your getting conflicting information
so what I have now done is I emailed the address saying I want to complain and within a few minutes got a reply saying can I provide NI number and what the complaint is about.
its a shambles not any of them know what the process is.Ash -
@ash5896
exactly why we have no faith in the system when employees don’t even know the procedures, surly they have guidelines on there computer systems!! -
susan48 said:@ash5896
exactly why we have no faith in the system when employees don’t even know the procedures, surly they have guidelines on there computer systems!!
its ridiculous how the disabled, sick and vulnerable are treatedAsh -
Headless chickens springs to mind, I don't think any of them know what they are meant to be doing from one day to the next.
@susan48......guidelines on there computer Lol. If those running the department cant even do a simple thing like change the contact phone number on the letters they send out after several months, what are the chances?
@ash5896......rang them again today about getting a copy of the assessors report and was told yes it will be with you in 5 to 7 days, after being told previously not allowed until decision has been made (we shall see if ours arrive!).
-
@sleepy1,
I wasn’t aware of the incorrect number but I guess it’s a fair point. Was just saying any large organisation Iv worked for all had procedures, processes on the system, whether they are used is another matter.
-
Hi Susan, if you call the number on the letter you get an automated voice to tell you the number has been changed and to call the new number,this has gone on for months.
I just call the number on the latest letter in front of me and get told the same thing (call another number). Its just a lucky dip who you get ; )
-
Username_removed said:To be clear:
a) always complain in writing and keep a copy.
b) reference the DWP PIP assessment provider guidance. You can find it easily enough online. If you can’t link to that you’re already struggling.
c) they do take complaints by email. I do them by that route on a regular basis.
d) no point in calling them liars. Near impossible to prove that legally.
e) they aim to provide an initial response within 20 working days but either fail miserably or provide a superficial response. Persist and write back picking holes in their first response. They’ll usually not put your first complaint to the HCP. Always good to insist that they do. My fave was “they were out of the office at the time of writing”. My polite response was along the lines of “I’m sure they’ll be back by now!” 2 points suddenly got recommended as 8.
f) in your case it’s going to be important to insist they enter the incident in the accident book or confirm that they haven’t.
Ash -
So received a letter today reference the complaint. It’s all been denied by the nurse. She said she asked if I was ok but she didn’t.
Reference the fall
I can confirm that the incident in question did take place during the assessment. The chair in question has been removed from the assessment centre, an incident form wa a completed on the day in accordance with internal policy. I can confirm that all of our assessment centres are equipped in accordance with DWP guidelines and have been inspected.
The client states that following the fall the HP did not offer assistance and did not check if he was ok or needed assistance.
The HP refutes this allegation and states she did ask if he was ok and did not assist as she has a pre-existing back problem. However as I was not at the assessment and in the absence of independent witnesses I am unable to fully resolve this element of the complaint.
Conclusion,
I am sorry that You felt distressed by the assessment process. On investigation however, I can see no wrong doing by the HP and the correct procedure regarding the reporting of incidents has been followed. However, as I was not present at the assessment and in the absence of any independent witnesses, I cannot fully resolve the allegation.
basically banging my head against the wall
Ash -
So sorry to hear this, @ash5896. Have you considered taking it further?
If you’re not satisfied
If you’ve been through all our complaints stages, received our final response and still aren’t satisfied, you can ask the Independent Case Examiner (ICE) to look at your complaint. You must contact them within 6 months of getting our final response and send them a copy of it.
The Independent Case Examiner can’t look at matters of law or government policy. They won’t look at benefit or maintenance decisions, for example, because you can appeal against these.
If they accept your complaint, they will look at what happened and what we did about it. If they think we should have done more, they will ask us to put matters right. They will act as an impartial referee and you will not be charged for their service.
If you don’t agree with the response from the Independent Case Examiner, you can ask your MP (or any other MP) to send your complaint to the Parliamentary and Health Service Ombudsman.
-
PippaScope said:So sorry to hear this, @ash5896. Have you considered taking it further?
If you’re not satisfied
If you’ve been through all our complaints stages, received our final response and still aren’t satisfied, you can ask the Independent Case Examiner (ICE) to look at your complaint. You must contact them within 6 months of getting our final response and send them a copy of it.
The Independent Case Examiner can’t look at matters of law or government policy. They won’t look at benefit or maintenance decisions, for example, because you can appeal against these.
If they accept your complaint, they will look at what happened and what we did about it. If they think we should have done more, they will ask us to put matters right. They will act as an impartial referee and you will not be charged for their service.
If you don’t agree with the response from the Independent Case Examiner, you can ask your MP (or any other MP) to send your complaint to the Parliamentary and Health Service Ombudsman.
PippaScope said:So sorry to hear this, @ash5896. Have you considered taking it further?If you’re not satisfied
If you’ve been through all our complaints stages, received our final response and still aren’t satisfied, you can ask the Independent Case Examiner (ICE) to look at your complaint. You must contact them within 6 months of getting our final response and send them a copy of it.
The Independent Case Examiner can’t look at matters of law or government policy. They won’t look at benefit or maintenance decisions, for example, because you can appeal against these.
If they accept your complaint, they will look at what happened and what we did about it. If they think we should have done more, they will ask us to put matters right. They will act as an impartial referee and you will not be charged for their service.
If you don’t agree with the response from the Independent Case Examiner, you can ask your MP (or any other MP) to send your complaint to the Parliamentary and Health Service Ombudsman.
PippaScope said:So sorry to hear this, @ash5896. Have you considered taking it further?If you’re not satisfied
If you’ve been through all our complaints stages, received our final response and still aren’t satisfied, you can ask the Independent Case Examiner (ICE) to look at your complaint. You must contact them within 6 months of getting our final response and send them a copy of it.
The Independent Case Examiner can’t look at matters of law or government policy. They won’t look at benefit or maintenance decisions, for example, because you can appeal against these.
If they accept your complaint, they will look at what happened and what we did about it. If they think we should have done more, they will ask us to put matters right. They will act as an impartial referee and you will not be charged for their service.
If you don’t agree with the response from the Independent Case Examiner, you can ask your MP (or any other MP) to send your complaint to the Parliamentary and Health Service Ombudsman.
I called them and she said the next procedure is to contact the person named on the complaint he will pass it onto someone else and then I go to the independent examiner. I’m not going to drop it will take it as far as I canAsh -
I don’t understand if she had a back problem why is she doing the job?
When checking my ankles and legs she was able to squat down and get up 3 times without any problems at all. She didn’t need anything to support herself or anything. They are just evil liarsAsh
Brightness
Categories
- All Categories
- 13K Start here and say hello!
- 6.6K Coffee lounge
- 103 Games lounge
- 416 Cost of living
- 4.3K Disability rights and campaigning
- 1.9K Research and opportunities
- 199 Community updates
- 9.3K Talk about your situation
- 2.1K Children, parents, and families
- 1.6K Work and employment
- 776 Education
- 1.7K Housing and independent living
- 1.4K Aids, adaptations, and equipment
- 615 Dating, sex, and relationships
- 363 Exercise and accessible facilities
- 737 Transport and travel
- 31.5K Talk about money
- 4.3K Benefits and financial support
- 5.2K Employment and Support Allowance (ESA)
- 17K PIP, DLA, and AA
- 4.9K Universal Credit (UC)
- 6.3K Talk about your impairment
- 1.8K Cerebral palsy
- 867 Chronic pain and pain management
- 180 Physical and neurological impairments
- 1.1K Autism and neurodiversity
- 1.2K Mental health and wellbeing
- 319 Sensory impairments
- 824 Rare, invisible, and undiagnosed conditions
Do you need advice on your energy costs?
Scope’s Disability Energy Support service is open to any disabled household in England or Wales in which one or more disabled people live. You can get free advice from an expert adviser on managing energy debt, switching tariffs, contacting your supplier and more. Find out more information by visiting our
Disability Energy Support webpage.