We’ve had a request from a member to publish a guide about how to complain to the DWP.
Before deciding whether to go ahead, we’d like to ask our readers for your opinions and experiences.
Have you ever made a complaint in connection with your benefits?
If so, what was the outcome.
If not, what stopped you from doing so?
Were you worried that complaining might lead to being targeted by the DWP for unfair treatment or that it might affect an appeal you were pursuing, for example?
A guide to complaining about the DWP will inevitably have to cover complaining about the companies that the DWP contract out work to.
And that would particularly include:
- Atos
- Capita
- Maximus.
And then there’s the issue of complaining to your MP.
And to the Independent Case Examiner.
We’d be interested to hear about your experiences, if you have been involved in complaints to any of these agencies.
Is there information you didn’t have but which would have helped?
Are there things you wish you had, or hadn’t done?
Please do post a comment below the line and let us know what you think.
Comments
Yes, I've already done this. They didn't do anything at first but now they have re-opened the case since at MR the DWP ruled in my favour. So they will look at 'fresh evidence'. We all need to make a fuss and keep complaining.
There are also professional bodies for OTs, Paramedics, Sicial Workers that can all request to complain about each medical person and their complete lack of expertise and knowledge.
Is about time more people complained rather than put up and shut ups with how questions are presented, limited time, each episode and how demeaning and humiliating the whole process is. It's a complete discrace and i want to be treated as I'd treat others with respect care and compassion as per the current NMC code of conduct. Thank you
I had to pay £30 for all my Doctors notes,, Being lucky my Daughter is a nurse & understands every abbreviation on them she picked out all the ones that helped.
I am so worried & keep crying as I'm sure I will not get what I do on DLA, as being a nurse she may not be able to change shifts to take me for my assessment.
It will mean my Son will have to take me who is a bit hot headed, after reading about the lady with the assessor who's Son told him to leave, then kicked a stair gate up the garden.
How do they get away with these actions, ok it says the DWP have not got rid of the said assessor.
I think it would be amazing to show on here how & what & what not to do when complaining.
My forms will be sent tomorrow recorded signed for, I haven't a clue how long this whole process will take & I just feel sick with worry.
We had a PIP assessment and wanted to record it. When we arrived, the assessor said we couldn’t because it was an NHS building and all electrical appliances used had to be PAT tested. Capita knew this but had not told us. We formally complained and got the taxi fare and £70 in compensation. If enough people complain it starts to become expensive and then maybe they will do their jobs properly.
Maybe a list of some of the things we should complain about would be handy too.
A complaints guide would be useful, but only if the DWP will take notice or recognise the complaint and deal with it in a timely manner. We all know the DWP feel, and act like they are not answerable to anyone, and mistakes are many, but the bureaucracy of complaining puts most people off, who never want to deal with them and their poor attitude unless they really have to.
I ended up complaining in Scotland to Universal Credit expansion lead Stephanie Sneddon.
I only had her details due to meeting her at a talk she gave to a disability group I am in,
She then passed my email onto the complaints resolution team.
They eventually awarded me £100 special payment for their mistakes. I also asked my MP to step in.
When I got my assessment for pip I should really have got high care as I have no feeling below my waist due to nerve damage and feet numb.
I was told that I shouldn’t complain as I might be wiped, and then get nothing.
It’s the fear factor ....that you have got something and you don’t want to lose it. Something is better than nothing!
Mental health assessment chaired by Joan Ryan on 22nd january 2019
"We would not assess a blind person with a paper form and we would not assess a deaf person over the phone, unless there was somebody at the other end to interpret for them. Why should it be any different when assessing somebody whose difficulties are related to severe anxiety and the inability to cope with going out the door and taking a bus on their own? They are told to go to an address they have never heard of, in a place they have never been to, to find their way there by a bus that they do not know exists, by a time set by the assessors, and to pay their own way there.... Then we wonder why people think the system is rigged against them." - Peter Grant- Shadow SNP Spokesperson (Europe)
Atos apologised. I complained to the NMC while I was at it too. No joy there yet and waiting on ICE
Maximus just done the same, tried to call me in for WCA ignoring my GPs evidence so MP intervened and will do on paper
A Complaint Guide would empower all of us to place our complaints in the correct way to the correct addresses and addressed to the correct people... Hopefully all the complaints would fall into correct softwarw codes od Assessment complaints, poor treatment, missing medical data or incorrectly record, etc etc etc.....
I believe now more than ever we need a Complaint Guide please..
It is very understable how we are so stuck in the complex system and appeal we cannot see how to seperate the complaint from the ongoing situations.. and many of us have ongoing complaints tbat keep effecting are onvoing live claims.
A New Guide Complaints would help us to seperate the difficult situation, keeping one area focused on our claim paperwork, points, assessments, mandatory reconsideration s and Tribunal Appeals and the maze and difficulties with those that your very wonderful step by step guides already help us to follow those difficult and very challenging situations. The complaint Guide would show us all there is a actual printed procedure for each one, dwp, atos, maximus, capitahelp us ait would help keep us mindful and guided with the correct complaint process... and hopefully our complaints would be then in tje correct complaint departments and in there complaint procedures whichhave to be followed....
I think it is obvious from all our comments there is a feeling our complaints are not dealt with... The Guide would help us to understand are we complaining in the correct way, following the correct complaints systems and procedures....
I know none of us want more paperwork, but i think unknowingly we are alread putting our complaints in our claims... I know i am guilty of that. i believe a guide with sample complaint letters please will actually help me and many others to seperate my/our complaints and send it so it can be clearly seen... What we all should remember if its on separate paperwork following dwp, Atos, Maximus, Capita complaints procedures we can also attach it within our claims and any Mandatory Appeal or Tribunal submission... It is also clear many of us fear complaining.
The sooner the better please, Benefits and Work!