Complaints about assessment providers

For info .
One of our advisers has a disabled niece, a wheelchair user (not in our area, so not sure who the assessment provider is) She has been called for three appointments for her PIP medical assessment. On each occasion she arrived to be told the appointment had been cancelled. At no time has she been told by letter or phone.

DWP tell us the complaint must be directed to ATOS or other provider.To make a complaint clients need to ring the PIP helpline and they will be given a telephone number.

Seems a neat way for the providers to cover up their shortcomings. Surely DWP should have built in some external monitoring of complaints…