Mr Erik Ribsskog

XX sent by E Mail XXX

3 November 2010

ICE Ref No: DWP00431/10

Dear Mr Ribsskog

I am writing to provide an update, in respect of the complaint you made to this office on regarding the way in which the Jobcentre Plus had administered your case. I would also like to take this opportunity to acknowledge receipt of your e mails dated 27 October 2010 and 2 November 2010.

When we accept a complaint for examination, our first step is to try to resolve the issues without the need for a full examination of all the evidence. This approach can often lead to a positive and comparatively speedy outcome. Our aim is to mediate and reach an agreement with both the complainant and the Jobcentre Plus the steps to be taken to address the complaint to the complainant’s satisfaction.

Exceptionally, some cases are not suitable for progression by this method. Having reveiwed your complaint, it is clear that in order to address your concerns we need to see the evidence surrounding your complaints. You will wish to be aware that we wrote to the Jobcentre Plus on 3 November 2010 to request your case papers, which will be used to inform our examination of your complaint.

Your complaint was agreed and defined as follows:

A: On 20 May 2010 Jobcentre Plus (JCP) informed you that you would have to attend an interview on 3 June 2010. It informed you that this was regarding ‘Employment Zones’ but failed to explain what this was or to provide you with the correct literature regarding this. As a result you were not prepared when attending the meeting.

B: The literature that you received from Sencia (Your Employment Zone provider) contained three different addresses. JCP failed to mark which was the correct one causing you to miss an appointment, and as a result your Jobseekers Allowance (JSA) was stopped. JCP has failed to fully investigate this.

C: JCP has informed you that a degree you obtained from Oslo University was the equivalent of HND level 4. You have advised that it should be level 5 but it has failed to fully investigate this.

D: On 1 July 2010 you were asked to attend your fortnightly signing on appointment Williamson Square Jobcentre at 11.15 on 14 July 2010. You were not informed that this would also be a sanction meeting and, when attending this appointment, you were informed that you should have been there at 9.30.

E: You have asked JCP to clarify why you were interviewed by two people instead of one at the above meeting. It has failed to provide a satisfactory response.

Once the evidence is received the examination of the case will not begin immediately as cases are in a queue and dealt with in date order. Until a case officer is available we aim to keep in touch with you on a regular basis. You should have received information about our service standards when you initially approached this office. If you require further information please contact us.

As soon as a case officer can start the examination of your complaint, he or she will contact you direct, to give you the opportunity to discuss your complaint in more detail. In the meantime, Lorraine Yates will be your point of contact for any matters connected with your complaint to the Independent Case Examiner. Should you need any further advice, you can get in touch with Lorraine Yates by telephoning 0151 802 3022.

In the meantime, should you wish to provide this office with any further information or evidence in relation to your complaints, we will use the details you provide, along with that provided by the Jobcentre Plus, to inform our examination of your complaint.

Yours sincerely

Linda Foster

Resolution Officer

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