Please see the following link:
http://flexible-new-deal.co.uk/2009/11/23/flexible-new-deal-another-complaint-working-links/
16th November 2009
Dear Mr {Joe Bloggs}
I am writing to you as I wish to make formal complaints about a number of issues relating to Working Links providing Flexible New Deal.
Firstly, there is the lack of a proper complaints procedure at Working Links. Upon referral to FND, I received a booklet from the Jobcentre (FND 10/09) the last page of which clearly states
‘Providers should give the same standard of service as Jobcentre Plus. If you have any complaints about any aspect of Flexible New Deal, raise them with your provider. Your provider will have their own complaints procedures that they’ll explain at your first meeting’.
This did not happen. On my third visit to your office I requested such an explanation from my advisor, [A], who could not do so (nor could [D], also present) but promised to have something for me by the time of our next meeting. I have enclosed the “condensed version” that I received from [A] in due course along with the appropriate section of the DWP FND provider’s guidance (section 14, paragraphs 27-33) – you will see they bear no relationship to each other. The DWP states that
‘You must ensure visible and promoted systems are in place to allow customers to resolve any grievances, concerns or complaints promptly and with the minimum level of bureaucracy, without causing them embarrassment’ (14.29).
...
Read the full complaint at the above link!