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TOPIC: Delays in postal delivery to and from DWP

Delays in postal delivery to and from DWP 9 months 1 week ago #197339

My son was refused PIP because the DWP didn't get the form in time. This meant cancellation of his DLA and my CA.
When looking into what happened, it turns out that the form was delivered in time by Royal Mail, but the third party that the DWP have hired to open the post, scan it in, and deliver it to the right department, seems to have taken two weeks to do so.
It also took 9 days from the date of the letter from the DWP people telling me we were refused, to reach me. it is also taking longer than it should for ESA letters (request for new Fit Note) to reach me, which meant that I had to put pressure on the GP surgery to do a same day Fit Note because they normally take 48 hours to issue them.

Is anyone looking at this? Is there any way to raise a formal complaint about this third party unit that sorts, scans and internally delivered the forms to the DWP?

Delays in postal delivery to and from DWP 9 months 1 week ago #197352


Just to confirm, your son's DLA was re-instated?

You can make a complain to the DWP about what happened with his form.

Complaining to the DWP


Delays in postal delivery to and from DWP 9 months 1 week ago #197356

No, the DLA was not reinstated. They said there was no mechanism to be able to do that. They did reactivate the PIP application so that we didn't have to apply again.

Thanks for the link. It looks like I was supposed to be put forward for the Complaint Resolution Manager? When I rang up to find out what was going on, the DWP manager that said they couldn't reinstate the DLA told me that I had to make a complaint to Royal Mail, and that it wasn't worth making a complaint to the DWP as it would be like hitting your head on a brick wall (his words). But the Royal Mail can't handle a complaint about this third party that sorts the mail for the DWP.

From that link it looks like the only way to make a complaint is to ring them up? But having done that already and being told it wasn't the fault of the DWP so I can't complain to them, I am not sure where to go next. I have already contacted the MP and he said he will write to the Minister.

Delays in postal delivery to and from DWP 9 months 1 week ago #197360


Unlike assessments, where there is a clear differentiation between the DWP and the Assessment Providers, I don't believe this is the case for the Royal Mail opening claimants returned forms, the forms are returned to the DWP for the use of the DWP in regard to a process being managed by the DWP, so I see no reason why a complaint should not be raised with the DWP in regard to their contractor.

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