Still working with client with multiple compaints about her HB claim, including large OE overpayments which were recovered from ongoing benefit. She has now allowed the LA access to her file of paperwork - because they said they had lost some in a computer system change. The member of staff seen described the claim as "a mess" and said it had "gone beyond sorting out".

Any advice? Should she (after a reasonable time) compain to LGO, get legal advice? And does 4 weeks seem a reasonable time?

"...The member of staff seen described the claim as "a mess" and said it had "gone beyond sorting out....".

Well, that elevates the art of decision making to a new level doesn't it, and doesn't bode well for your client either...

Before thinking of the LGO, you need to go through the LA's complaints procedure first. We would be advising her to complain to the Benefits Manager in the first instance, setting a reasonable time limit for an explanatory response, with a copy being sent to the Chief Executive: the latter normally ensures that the matter isn't inadvertantly overlooked.

The original complaint was made in May this year - to both the Customer Services and Benefits Managers. Claimant asked for all info relating to her claim so that she could check it, and this came in dribs and drabs - after she threatened them with the Information Commisioner. Unfortunately a lot of it was inaccurate and out of date.

The complaint was elevated to the Head of Finance who met with claimant, who by this time had an agenda full of complaints. They had a stab at calculating how much she'd been underpaid - and this resulted in them overpaying her over £300!

She was also told that in a computer system change some of her data had not been tranferred properly/was lost and asked to go in and provide them with the missing data from her own file. She has now done so, and this was the meeting referred to above. She has set a deadline of 4 weeks for them to resolve or admit in writing that they can't. Will that count as exhausting their complaints procedure, d'you think?

What would people recommend given the above? I will mention passing the complaint to the Chief Exec.

Lynn,

Mike is right you must first give the LA the chance to answer any complaint. Before you take things to the Ombudsman they will expect you to allow the LA to resolve it and that they have had a reasonable amount of time. The Ombudsman see a reasonable period of time as 12 weeks.

Just one pointer, in matters like this when I do them for people I quote what was said and by whom as a part of the complaint.

Sounds to me that this one takes incompetence to a whole new level. congratulations and you will get an award for coming up with the dumbest quote of the year.

Hope this helps.

Regards

Brian.

I am sure anyone who works in benefits for any length of time has "been there" in terms of having sort out a comprehensively bungled claim. But "sort it out" they must - telling someone their claim is a mess and cannot be sorted out is not an option (as well as not being very customer-friendly).

All I can say is that, in my unbiased opinion, the only thing that will stop these things happening is training, training and more TRAINING!