Tuesday, January 21, 2014

DWP Complaint - RESOLVED with Compensation

So when I went to the Jobcentre to talk with their CSOM about my ongoing issues with Seetec during that visit I mentioned the complaint that I had sent to DWP and he said he would chase it up. On Monday I got a letter back from the DWP from their Customer Services Team. I copied it below because unfortunately I don't have a scanner.



Thank you for your letter received xx-xx-xx regarding the sanction that was applied to your claim for Jobseekers Allowance (JSA). I apologise for the delay in my reply.

I would like to assure you that Jobcentre Plus considers very seriously all customer complaints made about the delivery of its service. I am very sorry that your experience did not meet the high standards to which we aspire and I apologise for the delay in getting the decision overturned and distress and inconvenience that you suffered.

I have looked at your claim and can confirm your case has been submitted for a special payment for gross inconvenience.

In the exceptional circumstances of your case I have decided to award a special payment of £50.00.

Special consolatory payments are made in very exceptional circumstances where an official error has had a direct adverse effect on the life of the customer and/or on the life of another person. It should be remembered that some dealings with the Department, whether or not an error occurs, may take time and that complying with the law can often be frustrating or inconvenient and sometimes stressful.

A payment for gross inconvenience resulting from official error will only be made if the errors made are so persistent and over such a protracted period of time that it causes the customer clear difficulties in the pursuit of benefits, or pursuing a justified complaint about relevant matters.

After considering the circumstances of your case it is clear that this applies to your dealings with the Department for Work and Pensions. I have therefore awarded a special consolatory payment of £50.00 in recognition of the errors made with your benefit claim. This amount is similar to other awards made to other Jobcentre Plus customers where customer service standards have fallen short.

This could not have happened without the help of Refuted.org.uk a resource that anyone feeling pressured by the Jobcentre or Work Programme Providers like Seetec should visit to arm themselves with knowledge.

Seetec Update

Also today I got a letter from Seetec head office (FINALLY), an acknowledgement of the complaint and explaining that the details of complaint had been passed onto my local Seetec, which is going to make for a few awkward visits to Seetec starting from next week when I have another Job search.

2 comments:

alexfreddy said...

When I complained about Serco and various other agencies for refusing to help me but having me sign documentation and for producing an alternative cv full of lies, I got nothing, so well done

alexfreddy said...

When I complained about Serco and various other agencies for refusing to help me but having me sign documentation and for producing an alternative cv full of lies, I got nothing, so well done

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