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Universal Credit formal complaint & Mand request
- messado
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5 years 5 months ago #240889 by messado
Universal Credit formal complaint & Mand request was created by messado
I am writing to see if anyone can give me advice on what to do next.
I sent 2 sets of docs to DWP. One was a formal complaint/compensation request the other a mand recon req. Both by royal mail spec delivery. I contacted the callcente and boths receipt had been logged on 5/09/19. Now nearly 3 months later I haven't even received an acknowledgment.
I sent my MP copies of my complaints and she took up my case and write to them on 4th Oct 2019.
Still no contact.
The callcente first said they can see it's been logged and would email the complaints dept. Now I'm told they do not have access to the complaints system and cannot advise me further
Due to the missing payments I lost my home of 25 years. The judge wanted proof the DWP were dealing with this and of course I had no written acknowlwdgment to show the court.
I can't go to the next stage without exhausting their complaints process.
Any ideas?
Thank you in advance
Marisa x
I sent 2 sets of docs to DWP. One was a formal complaint/compensation request the other a mand recon req. Both by royal mail spec delivery. I contacted the callcente and boths receipt had been logged on 5/09/19. Now nearly 3 months later I haven't even received an acknowledgment.
I sent my MP copies of my complaints and she took up my case and write to them on 4th Oct 2019.
Still no contact.
The callcente first said they can see it's been logged and would email the complaints dept. Now I'm told they do not have access to the complaints system and cannot advise me further
Due to the missing payments I lost my home of 25 years. The judge wanted proof the DWP were dealing with this and of course I had no written acknowlwdgment to show the court.
I can't go to the next stage without exhausting their complaints process.
Any ideas?
Thank you in advance
Marisa x
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- Gordon
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5 years 5 months ago #240902 by Gordon
Nothing on this board constitutes legal advice - always consult a professional about specific problems
Replied by Gordon on topic Universal Credit formal complaint & Mand request
M
You could ask, when you phone the DWP, to speak to a manager, they should have access to systems that the call operators do not.
I know this may sound useless given what has already happened (or not) but I would also make a complaint about their failure to respond within a reasonable period of time, outline the effects that their failure has caused. If nothing else, you are creating a paper trail.
Have you been in contact with your MP again?
Gordon
You could ask, when you phone the DWP, to speak to a manager, they should have access to systems that the call operators do not.
I know this may sound useless given what has already happened (or not) but I would also make a complaint about their failure to respond within a reasonable period of time, outline the effects that their failure has caused. If nothing else, you are creating a paper trail.
Have you been in contact with your MP again?
Gordon
Nothing on this board constitutes legal advice - always consult a professional about specific problems
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- messado
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5 years 5 months ago #240969 by messado
Replied by messado on topic Universal Credit formal complaint & Mand request
Hi Gordon. I've just sent an email to the correspondence team detailing the points on their customer charter and complaint procedures they haven't adhered to. I copied in the MP
I'm sure it's a tactic use to put people ogg continuing with their.complaints!
Thk u
M
I'm sure it's a tactic use to put people ogg continuing with their.complaints!
Thk u
M
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5 years 5 months ago #240983 by Gordon
It could be but it is more likely to be incompetence and a lack of properly trained staff.
Gordon
Nothing on this board constitutes legal advice - always consult a professional about specific problems
Replied by Gordon on topic Universal Credit formal complaint & Mand request
M wrote: I'm sure it's a tactic use to put people ogg continuing with their.complaints!
Thk u
M
It could be but it is more likely to be incompetence and a lack of properly trained staff.
Gordon
Nothing on this board constitutes legal advice - always consult a professional about specific problems
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