Benefits
complaints prodecure
The Social Security
Agency advise:
If you are in any way dissatisfied
with the service you received in the Benefit Shop speak with
one of the staff, or, if you prefer, ask to speak to the
Benefit Shop manager
You will have a written reply
(if appropriate) to your complaint within seven days.
Your complaint will be dealt
with in complete confidence.
Grounds for complaint
Has it taken too long to process
your claim? Was your benefit paid on time? Was a mistake made when
you were given information or advice? Were staff polite and courteous
to you?
Tell us about it
The Social Security Agency
welcomes complaints. We want to know how we can put things right
and we want to learn from our mistakes
We will deal with your complaints
quickly:
If you ring us we will take
the details immediately and respond within 24 hours; or if you prefer
a written response we will write to you within 10 working days at
the latest.
If you contact us by letter
we will acknowledge the letter by return of post and you will have
a full response within 10 working days.
If for some reason your complaint takes longer to resolve, we
will give you regular updates to keep you informed of progress.
How to complain
First of all write to, or ring,
the office dealing with your benefit and give them the details.
You will find the address and telephone number on any correspondence
we have sent you and in the telephone directory under Social
Security Agency.
If you are not satisfied with our response you can write to the
Chief Executive, and ask him/her to look into your complaint.
If you are not satisfied with
the response from the Chief Executive, you can write to, or telephone
the Independent Case Examiner. The Independent Case Examiner is
not part of the Social Security Agency and his/her services are
free.
More information is available on leaflet ICE 1 which you can get
at your local benefit office.
Alternatively you may wish to ask your Member of the Legislative
Assembly (MLA) to put your complaint to the Assembly Ombudsman for
Northern Ireland.
Redress
Although we make every effort
to get things right, occasionally we get things wrong. If so, we
will immediately apologise for our actions and take immediate steps
to put things right.
If our mistake has caused you
financial loss we will consider making you a special payment. We
will do this if:
Your benefit was unacceptable delayed, or:
Your benefit was stopped for more than three months.
More information is available
in the financial Redress for Maladministration Guide which you can
see in your local benefit office.
Addresses
Chief Executive,
Social Security Agency
Churchill House
Victoria Square
BELFAST BT1 4SS
Independent Case Examiner
PO Box 1245
BELFAST BT2 7DF
Telephone 0151 801 8800
Telephone number for enquires (local call rate) 0845 606 0777
Minicom 0151 801 8888
Fax 0151 801 8802
email: ice@dwp.gsi.gov.uk |
