Coximus
Member
As it says really - I have had a complaint ongoing and repeating ad-infinitum since 2016 which keeps repeating because its never resolved until the next claim year has started, thus the claim is processed with the entitlements error still in situ, or the entitlements team reverse the complaints teams work. Since Feb 2018 I have heard nothing at all, and the Helpline cannot put anyone through to anyone, only request call backs (which surprise surprise have never happened).
I appreciate they are short staffed and drowning in complaints - But surely they must be able to give some basic numbers? Such as how many complaints outstanding still? How many received, and how many solved each month and where you are in the Q? (That said it appears the Q jumps about.... a complaint from 2016 half worked out and then left for ages while neighbours complaints are made and resolved in under 8 weeks).
They would save alot of time just communicating and saying "no progress but your still in the Q!" rather than radio silence.
I appreciate they are short staffed and drowning in complaints - But surely they must be able to give some basic numbers? Such as how many complaints outstanding still? How many received, and how many solved each month and where you are in the Q? (That said it appears the Q jumps about.... a complaint from 2016 half worked out and then left for ages while neighbours complaints are made and resolved in under 8 weeks).
They would save alot of time just communicating and saying "no progress but your still in the Q!" rather than radio silence.
