Incorrect Information on Decision Letter?

Hi LL26,

Thank you so so much! This is so helpful! I am so grateful!

I just wanted to confirm I understood correctly:

1. Request the PA3
2. Make a complaint (do I wait for the PA3 before I do this?)
3. If the complaint is unresolved, request a MR

Is that right?

Thank you so much again,
ES12

Hi LS26,

Quick update for you - I called this morning to request the form but their systems are down. But on the automated system it confirmed my payment date and payment amount which is correct with having enhanced daily living. So I’m even more confused as to why I didn’t get back pay if it’s on the system.

Thanks so much
ES12

Hello again,

Just an update - I sent a complaint the same week as my last message.

Whoever read the complaint put it down as a mandatory reconsideration, instead of a complaint despite it saying official complaint in capital letters and in red. So I called them as my main part of the complaint was the error. I understood that the timescale query would likely class as a mandatory reconsideration, but they had no intention of logging it as a complaint or responding to my letter. I was passed through to a case manager who assured me it was an error and that he would send out the correct letter. But he said that as the letter was manual he wouldn’t be able to add how much backpay I would get on there. But I have received the letter and he manually removed the part with the Incorrect monthly amount I was due on April - 4th May 2022. He also tried to talk me out of asking for a reconsideration and said it is ‘likely’ my award will reduce.

Is that correct that they cannot send me the correct letter? As surely if it’s their mistake I should receive the correct letter with all the correct information that I should have originally received. He sent out a new letter that had the correct information regarding enhanced, but it was barely legible as there are streaks all through it and some parts didn’t print (I’m guessing from empty toner). And the formatting has meant the certificate is apart of the remarks from the case manager part of the letter.

Is there a reason they would want to avoid logging it as a complaint? Will I need to send another complaint in writing? I seem to be having no luck on the phone. I called again about not being unable to read the letter because of the printing and they basically said there was nothing they could do about that and they provided a letter already as requested.

Sorry for any typos - I’m stressed and haven’t been sleeping.

Thanks so much for reading this!

Best wishes,
ES12

Hi Gary,

Thanks so much for getting back to me. I put the original complaint from 3 weeks ago in writing and sent it special delivery with official complaint in red, bolded and underlined font, and they still disregarded it. But I will write a second complaint and get that sent out next day after the bank holiday.

Thank you so much for your advice, I really appreciate it.

ES12