DWP ignoring correspondence and refusing to send out information requested by rep

Is anyone else experiencing this??

Pension Credit overpayment case, detailed letter sent in May 2014 challenging decision requesting reconsideration - no response

Telephone review follow up call - advised case ‘in hand’.......still nothing to date

Telephone contact to chase up again - and informed we CANNOT have the information requested - instead letters have been (*allegedly) sent to customer - despite the fact they are of poor health and in a complete state of distress about the whole matter….......

Has anyone got a direct email to escalate this as despite request made again for contact I have absolutely no faith whatsoever in the system processes working as they should….......

I recommend escalation via the MP.

I have a client who submitted a change of circs notification to the PS in Warrington in June:-No response. When she had heard nothing by first week in September we submitted a chase letter on her behalf:-No response.

Meanwhile she is struggling to manage on her state pension alone.

Yesterday I referred the case to the local MP, and suggested compensation for sub-standard “service” plus hardship caused to client by PS delay in dealing with issue.

Today I get a phone call from PS Warrington apologising profusely for the delay and lack of communication, (staff shortage and backlog of work-usual excuse) and promising decision within 14 days!!

Result!! (Yet to see whether we get compensation, though!!)

Sounds like a breach of S149 of the Equality Act to me…

similar case in Scotland, I have a case outstanding from January claimant’s partner died, PS visit in Feb and we send in all docs required about pensions inherited(numerous about 12 docs from Feb-Aug) they do not act on any and then have cheek to send out compliance officer for home visit in Sept where we produce all docs already sent and dates when sent. 4 weeks later and still not sorted.  Claimant still getting PC which not entitled to. If they try and say any overpayment recoverable I will be pursuing official error as ridiculous.

You can try the following:
Pensions and Carers:

.(JavaScript must be enabled to view this email address)

Although I am aware that your case is at MR stage, failing on the above try
The Pension Service Appeals Team,

.(JavaScript must be enabled to view this email address)

I had to get an MP involved in a case recently as the pension service werent responding to letters.