Forfatter: Erik Ribsskog

Mr Ribsskog

Thank you for your email for ease of reference I shall

respond in the order of the responses raised

1. Why she pretended that she hadn't received the initial complaint

e-mail I sent.

(Since I know this was sent to her, since my reply from the jobcenter e-mail

center, was sent to me and Mrs Hart.

Yet in my meeting with Mrs. Hart, she said she hadn't seen this e-mail).

I was under the impression from the Chief Executive response

you received this had been addressed, as the office concerned was reviewing

email procedures, however once the

initial response is received I can follow up with this question.

2. Why I haven't received a written summary from the meeting with Mrs.

Hart, like she told me she would send.

again I can follow up with this query, although from your

email of 28/10/09 you say you were not asked if you

wanted a response, so it seemed unclear if you required one.

On to your questions today:

1. I would like you to give written warnings to Mrs. Hart and Mrs.

Henderson, since they are acting inprofessional and out of line.

I am afraid this is not something within the remit of this

office please see below.

Jobcentre Plus has guidance that sets out what action

should be taken if a customer complains about the behaviour of staff. The

guidance states that complaints must be investigated thoroughly and if the

member of staff is exonerated, the complainant should be informed. If, on

the other hand, the investigation reveals evidence of maladministration we

would expect t Jobcentre Plus to advise the complainant and consider

appropriate redress. Complainants will not be advised of the nature of

any disciplinary action taken as a result of the investigation.

Perhaps they will act more responsible if they get a warning.

2. I have humiliated, by the Jobcenter, since I have to take insults

from Mrs. Henderson, and my complaint about this, isn't treated in a

responsible way.

So I would have thought that a written apology, from the Jobcenter, perhaps

wouldn't have been to much, to perhaps expect.

If

maladministration is identified we can request an apology, however if can

you provide specific details of insults from Mrs Henderson I may be able to

obtain or provide some form of explanation.

My role within this office is to obtain resolution of a

complaint without the need to request case papers from Jobcentre Plus, however

if you feel it would be more suitable for a further investigation to take place

please let me know.

I hope this answers your questions.

Thank You

John

Rawlings

Resolution Officer

Independent Case Examiners

Office

0151 801 8839

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