WORK PROGRAMME COMPLAINTS PROCEDURE
- Effective 1 July 2011 -
Whether you are dealing with Jobcentre Plus or one of our providers, you should expect to be treated fairly. Your provider must explain the level of service you can expect from them.If you think they are not meeting those standards, you have the right to complain. Your provider will not treat you any differently just because you have made a complaint.
If you do want to make a complaint about any aspect of the Work Programme, get in touch with the person you have been dealing with or their manager. Tell them what happened, how it affected you, and what you want to happen as a result.
Your provider will have their own complaints procedures that they’ll explain to you at your first meeting. If you have gone through their process and are not satisfied with the way they have dealt with your complaint, you can ask the Independent Case Examiner to investigate. The Independent Case Examiner will normally only accept a complaint for investigation if you have:
• already received a final response from your provider; or
• waited eight weeks for a response.
You can contact the Independent Case Examiner at:
Independent Case Examiner, PO Box 155, Chester CH99 9SA
Phone 0845 606 7777
Textphone 0151 801 8888
Email ice@dwp.gsi.gov.uk
Website www.ind-case-exam.org.uk
