ATOS ignoring specific requests

Hi TC, may I ask when you had to make another appointment, were you given a good number of slots to choose?
I was told the other day when I called about a change of appointment that I could cancel ON THE DAY if I was still not able to attend.
I was told that they have many appointment slots available so it would not be a 'waste' of an appointment!
Having heard all sorts of stories, I am now worried if I have to cancel the appointment on the day (the first one) my file will be sent to DWP as no show.

Hello Evelyn................When it became obvious that a new appointment was unavoidable the receptionist said she would make it there and then at a time of my choosing - based on 'available dates'.

She checked the diary (via computer) and offered me the 'next available appointment' which was June 24th.

A wit of over 2 weeks was not ideal, but it was as good as it was going to get so I took the offered time/date.

Your story seems typical of the nonsense we have to put up with. Cancel on the day ?? If they can accommodate such a late change in arrangements, what prevents them from making a change when you give them early notice ?

Utterly baffles me how this organisation is allowed to treat people. Good luck...............

That's it TC.
I am concerned as I have read so many stories about ATOS customer care - mostly suggesting they are not doing things consistently, and this thing about getting things in writing...don't know what to do when there is not much time to have something in writing.

I hope just taking the name of the person you are speaking to will do as that is what I did.

Good luck with yours too..

By way of a brief update - I penned a long letter of complaint to ATOS and my MP sent a letter expressing bis 'displeasure' at the unprofessional manner in which they had dealt with my request.

I have since received a letter from ATOS authorising the use of a taxi to take me the 11 or so miles from my home address to the assessment centre. I have booked the taxi with their dedicated telephone number and await it's arrival on the relevant day.

An improvement so far. We'll see what happens on the day.

Watch this space................

Well, I finally had the long awaited face-to-face appointment as scheduled. Was asked very few 'relevant' questions, only cursorily examined (physically), the doctor claimed that he had read all my 'additional information notes' prior to summoning me to the consultation rooms.

Went through a series of lifting my arms, gripping his fingers, turning my wrists, extending my fingers, touching finger with thumb etc., etc., none of which I had reported or claimed as having any difficulty with.

I was verbally asked:

Do I drive a car ?
Is it manual or automatic?
When did I last use it?
Where do I sleep ?
Where is my toilet ?


Very little specific questioning about my actual conditions and how they affect me. In fairness, if he had read the additional information sheets, he would have already known the answers.

Whole process lasted about 25 minutes, much of which was silent as he typed my verbal answers into the computer.

At the conclusion, I was then told it could be 2 to 6 weeks before I get any answer and maybe even longer due to 'back-logs' in the system.

Taxi fares for the day (authorised and paid for by ATOS) = over £60.

Having read some horror stories on here and elsewhere, I would just like to point out for the benefit of others awaiting their turn, that the actual experience on the day was quicker than I had anticipated. The doctor said very little, was professional without being familiar (rightly) and was very polite in all his dealings with me and my wife. I didn't feel under undue stress nor that I was being treated in any way other than perfectly properly.

If anyone is unduly worried in advance about the actual face-to-face meeting, then I can at least offer some reassurance in relation my own experience.

That said, the doctor was at pains to point out that he doesn't make any decisions, merely reports the facts.

Over to you DWP.

Been notified today by telephone from DWP that I have been placed in the 'Support Group' and will not be recalled for any further assessment for a period of 3 years. (The maximum legal period from what I was told.)

After all the aggravation, sleepless nights and seemingly endless worry, 'er indoors' was in tears at the news. At least we have had some of our fears allayed and can start thinking about the future with more certainly and less anxiety. I was always aware that my medical conditions ticked the relevant boxes (so to speak) but there seem to have been so many perverse decisions that I was taking nothing for granted until I heard officially.

I still await a response to my formal complaint to ATOS, but the major issue seems to have been resolved.

I am very grateful to this site, the mods, the members, all users and the available links for all the help, support, encouragement and assistance that I have received. A priceless facility in times of worry and uncertainty. It would have been much harder without your invaluable input.