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Work programme strengthened complaints procedure


osdset
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Anyone heard of this?

I received a reply via my MP from the DWP's operational correspondence unit with regard to my ongoing complaint against Seetec, the letter ends with 'If Mr Osdset remains unhappy with any of the services provided by Seetec, he can use the strengthened complaints procedure that has been introduced for the Work Programme', no reference as to how to access this procedure though.

I can't find anything much on the net.

 

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All I can find is Chapter 16 of the WP provider guidance - This was updated in August 2013, but doesn't appear to be any more robust or strengthened than earlier versions. In a nut shell, it says the provider must have a complaints process in place and that it must be communicated to the claimant at his/her first meeting. It finishes with an escalation route to the ICE and then the PHSO with a warning that it would incur financial penalties if the complaint was upheld and/or damages awarded.

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