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Forum Home  →  Discussion  →  Decision making and appeals  →  Thread

Jobcentre plus removed info on complaints process from website?

Jane OP
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The National Autistic Society, Welfare Rights, Nottingham

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Joined: 13 January 2011

Is this just me? It looks like the DWP have removed the info about the formal complaints process for Jobcentre Plus from the web?

There is this general page http://www.dwp.gov.uk/contact-us/complaints-and-appeals/

But if you click the Jobcentre one you just get told to ring your local jobcentre. The Disability and Carers link works.

And searching for ‘jobcentre plus complaints’ doesn’t bring the leaflet up either.

I’m assuming the formal complaint process is still to write to:
Jobcentre Plus Chief Executive
6th Floor
Caxton House
Tothill Street.
London
SW1H 9NA

Cheers

Jane

Paul Treloar
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Head of Policy, LASA

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You’re completely correct it appears.

I am contacting GOV.UK and will let you know what they say if/when I get a response.

I am writing to you about the link between the DWP website page on complaints and appeals http://www.dwp.gov.uk/contact-us/complaints-and-appeals/ and the links through to the GOV.UK under the first three sections:

* Jobcentre Plus complaints
* The Pension Service complaints
* Child Support Agency complaints

The GOV.UK webpages linked to merely contain details of how to contact your local office and do not contain any relevant information that would allow someone to either understand the relevant agencies complaints procedure, nor provide any information about how to pursue a complaint as a result. This is despite the DWP webpage stating:

“Each of our businesses has its own complaints procedure. To complain about one of our businesses, use the links in the Complaining about the service you received from us section above.”

Please can you look into this matter and let me know what actions you intend to take to rectify this situation?

Jane OP
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The National Autistic Society, Welfare Rights, Nottingham

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Total Posts: 161

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Thanks Paul,

I try to go by the approach ‘Never ascribe to malice that which is adequately explained by incompetence’, but I’m finding it more and more of a stuggle!

Jane

Paul Treloar
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Head of Policy, LASA

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No worries Jane. To be fair, the Gov.uk website has only just launched so this may be merely initial teething problems as they try to sort out the various links between different content on different websites.

Paul Treloar
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Head of Policy, LASA

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I have received a reply acknowledging my message and stating it has been passed onto the customer support team. More news as and when.

Paul Treloar
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Head of Policy, LASA

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Received another reply from the Gov.uk contact team that says all the affected pages have been amended now.

https://www.gov.uk/complain-jobcentre-plus
https://www.gov.uk/complain-child-support-agency
https://www.gov.uk/complain-pension-service

The one glitch that I’ve noticed (and alerted them to) is that the link to the Independent Case Examiner doesn’t appear to be working, I get an error message that says:

Forbidden
You don’t have permission to access / on this server.

Apache/1.3.41 Server at http://www.ind-case-exam.org.uk Port 80

Paul Treloar
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Head of Policy, LASA

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Just to let you know it’s all sorted now as far as I can see.

Thanks for highlighting Jane, and thanks to Padma of Gov.uk for dealing with this.