- Posts: 19
- Forum
- Members forums
- ESA, PIP, UC and DLA Queries and Results
- Lack of impartially from DWP complaints team?
× Members
Lack of impartially from DWP complaints team?
- Fy7
- Topic Author
- Offline
Less More
20 hours 25 minutes ago #311801 by Fy7
Lack of impartially from DWP complaints team? was created by Fy7
Afternoon all, I hope all is well.
Since gaining the reinstatement of my correct award, with huge help of those on this forum, I wanted to air the most recent occurrence with DWP to see if anyone could offer insight, once again.
I made a detailed and lengthy formal complaint about my mistreatment over my 2.5 year PIP journey, before Christmas.
Today I have received a response from DWP. As well as ignoring the bulk of my complaint, the officer who conducted the investigation and wrote to me is one of the same individuals whom I named and complained about in my complaint letter.
Any thoughts/advice always most appreciated.
Many thanks
J
Since gaining the reinstatement of my correct award, with huge help of those on this forum, I wanted to air the most recent occurrence with DWP to see if anyone could offer insight, once again.
I made a detailed and lengthy formal complaint about my mistreatment over my 2.5 year PIP journey, before Christmas.
Today I have received a response from DWP. As well as ignoring the bulk of my complaint, the officer who conducted the investigation and wrote to me is one of the same individuals whom I named and complained about in my complaint letter.
Any thoughts/advice always most appreciated.
Many thanks
J
The following user(s) said Thank You: Invisible
Please Log in or Create an account to join the conversation.
- BIS
- Offline
Less More
- Posts: 9977
17 hours 28 minutes ago #311805 by BIS
Nothing on this board constitutes legal advice - always consult a professional about specific problems
Replied by BIS on topic Lack of impartially from DWP complaints team?
Hi Fy7
I'm sorry that this has happened, but sadly I am not terribly surprised. I have included the link to the government website which explains what you need to do next. Basically you need to complain about the quality of the complaint to the complaints team www.gov.uk/government/organisations/depa...nt-case-examiner-ice. Then if you are not happy with that response - you can move the complaint on to the Independent Case Examiner. As I understand it, you can't go to the Independent Case Examiner without it going to the complaints team first.
BIS
I'm sorry that this has happened, but sadly I am not terribly surprised. I have included the link to the government website which explains what you need to do next. Basically you need to complain about the quality of the complaint to the complaints team www.gov.uk/government/organisations/depa...nt-case-examiner-ice. Then if you are not happy with that response - you can move the complaint on to the Independent Case Examiner. As I understand it, you can't go to the Independent Case Examiner without it going to the complaints team first.
BIS
Nothing on this board constitutes legal advice - always consult a professional about specific problems
The following user(s) said Thank You: Invisible
Please Log in or Create an account to join the conversation.
- Invisible
- Offline
Less More
- Posts: 141
16 hours 46 minutes ago #311809 by Invisible
Replied by Invisible on topic Lack of impartially from DWP complaints team?
Fy7
As someone who chased the DWP for 4.5 years and finally won my case through ICE: please follow the complaint policy strictly and don't give up.
Make sure that the DWP sends you a - final response - AND that - it signposts you to ICE - (this is the sure sign that it IS a final response. Otherwise it's a response, and ICE or the Ombudsman, more of that below, will say that they can't do anything yet.).
If the DWP response does not signposts you to ICE, that's already maladministration, and it will work against it later. In -that- case, phone ICE and let it know that DWP sent you a response that does not signposts you to ICE, in other words that they are failing to send you a final response and that therefore you cannot make any progress.
I told ICE and it said to me that in these cases -they- might tell the DWP that the must send you a final response, and clarify their complaint policy to you.
In short, if they don't do that, they aren't following any complaint policy. ICE doesn't like that.
After ICE told me that they would inquiry the DWP, I also wrote to the Ombudsman. And what happened? The Ombudsman chased the DWP until I was finally sent a proper, final response that signposted me to ICE.
I then went back to ICE, which finally investigated my complaint, and I won most of it.
And yeah, people who investigates themselves.....what a farce.
Good luck!
As someone who chased the DWP for 4.5 years and finally won my case through ICE: please follow the complaint policy strictly and don't give up.
Make sure that the DWP sends you a - final response - AND that - it signposts you to ICE - (this is the sure sign that it IS a final response. Otherwise it's a response, and ICE or the Ombudsman, more of that below, will say that they can't do anything yet.).
If the DWP response does not signposts you to ICE, that's already maladministration, and it will work against it later. In -that- case, phone ICE and let it know that DWP sent you a response that does not signposts you to ICE, in other words that they are failing to send you a final response and that therefore you cannot make any progress.
I told ICE and it said to me that in these cases -they- might tell the DWP that the must send you a final response, and clarify their complaint policy to you.
In short, if they don't do that, they aren't following any complaint policy. ICE doesn't like that.
After ICE told me that they would inquiry the DWP, I also wrote to the Ombudsman. And what happened? The Ombudsman chased the DWP until I was finally sent a proper, final response that signposted me to ICE.
I then went back to ICE, which finally investigated my complaint, and I won most of it.
And yeah, people who investigates themselves.....what a farce.
Good luck!
The following user(s) said Thank You: latetrain
Please Log in or Create an account to join the conversation.
- Invisible
- Offline
Less More
- Posts: 141
16 hours 12 minutes ago #311810 by Invisible
Replied by Invisible on topic Lack of impartially from DWP complaints team?
PS. to clarify about the Ombudsman (which has another name attached that I can't remember), it is the stage after the ICE if you disagree with its decision. Then you ask your MP to submit your complaint, and if it agrees, it will go to the Ombudsman.
Well now memory is fuzzy. But I did all this and I think I am not mistaken about anything.
Well now memory is fuzzy. But I did all this and I think I am not mistaken about anything.
The following user(s) said Thank You: latetrain
Please Log in or Create an account to join the conversation.
Moderators: Gordon, latetrain, BIS, Catherine12345, Chris, David, Keely, Jasmine