Atos/DWP have not responded to my complaints.

[Stoic]

Can someone please provide an Atos complaints phone number,the 2012 one at the top of this thread is no longer valid.I have been waiting for over eighteen months for them to reply to the form I filled in.Assumed they had binned it,but was adviseed to chase them up.Local CAB haven`t been of much help,they act as if their hands are tied and have phoned dozens of legal info numbers with no luck either.I have Atos on three clear cut(as I see them) issues but no legal representation available.I will not attend a tribunal based on falsely gathered and presented info.The DWP never dealt with my complaint either,in spite of the details being supplied to them.

[Guest]

Atos do have an email address for customer relations, its on their website.......I have used it in the past with good results. Maybe worth a try.

[SabreSheep]

Making a formal complaint.

 

-Contact the manager at the office dealing with your claim telling them what happened, how it has affected you and what you want to happen to put things right. They should resolve the issue over the phone or deal with your complaint within 15 working days.

 

-If you are not satisfied with their response you should be asked if you want your complaint to be sent to the Director General of Operations for DWP who will aim to deal with your complaints within 15 working days.

 

-If that does not satisfy you, the next stage is to ask the Independent Case Examiner, PO BOX 209, Bootle, L20 7WA

Tell number 0845 606 0777

They can look through your case if it relates to maladministration. They cannot look at disputes as a result of legislation and instead in those instances you should use normal appeals and reconsideration process. (But atm this last bit does not apply as you have not even had a decision yet)

 

Failing the above, if the case is still about maladministration you can write to your local MP and have it referred to the local government ombudsmen

 

 

FYI Maladministration does include "Unreasonable Delay"

 

You might want to research as part of your claim asking for "interest for delay" on any payments due and also Consolatory payments. You might be able to claim a spacial payment to help cover losses or expenses due to maladministration buit you will need to show proof of those.

 

Hope that helps

[**Margaret**]

:Stoic:

 

 

I've started a new thread for you, cos it's more likely (than a general one) to attract advice that's specific to your problems with Atos.

 

Please let us know if you'd like to change the title.

 

Margaret.

 

 

[**Margaret**]

:Stoic:

 

Did the form you completed look like the one in #13 of;

 

http://www.consumeractiongroup.co.uk/forum/showthread.php?357849-Atos-Complaints-Procedure-A-Guide

 

Or was it part of a customer (dis)satisfaction survey as you left the centre?

 

After eighteen months, unless you've got a copy of your original complaint to Atos and can prove they received it, I think I'd start again. In writing via recorded delivery, to their new address for Customer Relations;

 

http://www.atoshealthcare.com/claimants/our_customer_charter

 

The phone number 01132 309175 remains a valid Atos phone number for complaints, but nowadays they also use it as a general contact number for appointments etcetera.

 

It isn't clear from what you've written whether you've got an appeal tribunal pending over the outcome of a work capability assessment. If so, you need to differentiate between the appeal and your complaints. Treat them as completely separate issues unless or until an eventual response from Atos can be used to discredit their findings about your capability for work/work related activity. Which is the only issue a tribunal panel will be interested in.

 

Best wishes, Margaret.

 

 

 

 

[Stoic]

Hope it`s ok for me to get someone to type this out for me,as have no glasses,three eye conditions and no money to pay for three prescriptions given to me less than a fortnight ago.Not sure how I`ll be able to function fairly at the Tribunal but I have notified them and had a second postponement refused.

 

Thanks very much for your replies everyone,I had to drop this subject from my mind as it was making me ill through stress....autonomic nervous system,adrenals,you know the score I expect.Thanks Margaret,my Appeal will be heard tomorrow afternoon.If I`m too ill to attend,I wont be there,but my paperwork was faxed through from Brum,so they say.Hopefully I have sent enough proof to undermine Atos.They changed a lie and the alteration in text was upheld by the DWP.Bit of a minefield.I`m suspecting the Tribunal is just a formality cover and of little use for the appellant`s views.

 

I taped my Atos interview and due to illness,have only transcribed a quarter of it.I obtained my Patient`s Records with view to using content to rubbish much of Atos write-up,but I find they are contaminated with another patient`s.I wrote to the Tribunal stating that I would be bringing the witness who attended my Atos "assessment" with me to coroborate my statements re Atos,but it was too short notice for the witness to attend.I also stated that I needed yet more time to build my case due to the problems mentioned above.

Atos farce

Firstly the interview was not private.I could hear every word of the preceding interviews.

It was stated that I sat in the waiting room for 40mins,but in fact I stood leaning on a chair.This they altered later after I pointed it out to the DWP.

I was rushed by the interviewer,not enough time to respond to questions properly and was too tired to undertake the physical tests at the end.

It was stated several times that I was "Hostile".Tape and witness prove not so....but if the interviewer thought this to be the case,shouldn`t they have logged it under Mental Health Issues ∴ accruing points?

Interviewer refused to accept paperwork showing treatment and meds and waved aside bag of meds bottles I had brought with me.In their write-up,the interviewer stated that I visited my GP infrequently and was on no medication.

I have pointed out in the papers submitted to the Tribunal that points should have been awarded totalling at least eighteen....and explained why.

Tribunal Letter

Latest Tribunal letter in response to my request for further postponement(they only postponed previously for around a month when I requested time to obtain copies of my medical patient records and time to interpret them)and other paperwork submitted,which included recent report by optician,states that a postponement was refused.

 

"This decision is made without sight of the file which has already been sent to the venue"

So the Tribunal Office ignored the opticians report which backed up the fact I`m not in a fit state to attend!

 

"The available information indicates that the date of the decision appealed is _/_/_(and they give a date which is thirteen days after my asessment!),and the Tribunal is required by law to consider the appeal based on the circumstances that existed at that date"

So does that mean the Tribunal is judging only the altered Atos paperwork and will not consider throwing out Atos`s altered decision because of the doubt this casts over rest of their write-up due to them altering a section of it?

Tribunal Directions Notice

"1.The papers sent in by the appellant in support of his request for a postponement are to be faxed to the venue and issued as further evidence."

"2.The appellant is to attend and provide further evidence."(In spite of me stating that I required more time to obtain this,and why I needed more time due to my various chronic health issues and how they affect my ability to function,and other relevant factors)

"3.The Tribunal will consider the file of papers and hear from the appellant in order to decide on the day whether there is sufficient information to enable the hearing to proceed justly and fairly."

 

I tried over a dozen legal oulets to try and get some help but non were interested in offering such help.

The CAB have offered some help but non of them were legally trained and would only offer advice up to a certain level.

 

Just in case anyone with five mins to spare has any advice or experience to offer,I will log back in several times up until around lunchtime tomorrow.

Thanks for reading

Edited July 10, 2014 by Stoic

[Stoic]

Had phone call saying no judge available to hear my case.Postponed.

 

...today received ambiguously worded letter,the content of which could be interpreted to mean that the cancellation was due to me and not them!

Edited July 12, 2014 by Stoic

[avalon60]

I have had my dealings with both ATOS and DWP as I wanted to claim ESA.

I am now at the appeal stage, but don't have a date yet, and after I went through the bundle paperwork I was sent, they have based their case on conjecture (lies)and assertions. No real facts at all.