johncons

Problems with the CAB.
Messages 1 - 1 of 1



Message 1 - posted by johncons, 4 Hours Ago

I've been having some problems with the CAB, and the CAB complaint process.

I sent the CAB a complaint at the end of May, but then my local CAB, didn't answer the complaint within the due time, so I had to contact the Complaints & Policy Officer again.

I sent her an e-mail about this, and later also a reminder, but I didn't get an answer from her eighter.

I couldn't manage to find who that was her line-manager on the CAB website, and I since they were supposed to have contacted me back three times then, (one time for the complaint from the local CAB, and the Complaints and Policy Officer was supposed to have contacted me back twice, one time for each e-mail.)

So since I didn't get any answer, and since I couldn't find the line-manager on the CAB website, then I decided to send an e-mail to the Chief Executive there, since I wasn't sure who else to send it to. (And I also thought it was a bit serious that neighter my local CAB or the Complaints and Policy Officer contacted me back).

But I didn't get an answer from the Chief Executive eighter, so I waited about 14 days, and then I sent a reminder.

About one week, after I had sent the reminder, I recieved an automatic answer e-mail.

It said that the Chief Executive would contact me back around the end of the month, (August), when he was back from holiday.

I thought it was a bit strange that the automatic e-mail message used about one week to reply to e-mail.

At least I thought that now, when I looked at the e-mails again earlier today.

I was bit more busy at the time, but I remeber I didn't think of it as a regular automatic message, when I received the message, due to it being sent about one week later, than the e-mail it was answering.

So, I remeber I reckoned, that some person had actually sent the message. (That seemed logical to me at the time at least).

But when the month of August had passed, I still didn't recieve any further e-mails from the Chief Executive, but I recieved finally an answer to my complaint from my local CAB.

If my local CAB, had answer me within the 20 workdays time-limit, then I should have recieved their answer around 29/6.

Instead, I actually recieved their answer on 6/9, so it was more than two months delayed.

So, to the questions:

I wasn't completely satisfied with answer from the CAB, on the complaint, but I've been wondering a bit, since I've been in contact with the Chief Executive at the CAB, and since also the CAB is a charity, then I'm not sure if it would be inpolite of me to continue to complain.

I mean, since the CAB is a charity, then one haven't really got any rights, in the same way as if one are complaining to a part of the Government who are obligated by law on the subject you are complaining about.

So I was wondering, if I still should complain further then, to the CAB, when I've already been in contact with the Chief Executive there.

Also, I recieved the answer from them, about four weeks ago, and it says in the e-mail, that it is possible for me to contact 'The Chair', at Liverpool Central CAB, if I still remain dissatisfied.

But I was wondering about how long time one have got, before it is to late to do this.

I know that the CAB was about 50 days late in anwering me, but I'm not sure how long I've got myself to answer them back.

And I'm not that used to sending e-mails to Chief Executives, or to complain to charities, so I've been a bit in doubt on how to go further with this.

So I was hoping that someone on the message-board, would have some advice on how to go forward with this.

So it would be very fine if someone have got the time to look at this.

I'm also wondering how I should go forward with the problem surrounding that I haven't been contacted back, on two occations from the Complaints & Policy Officer, and also on two occations from the Chief Executive.

Because I think it seems a bit strange, that the organisation very often don't reply to e-mails, and also uses very long time to investigate the complaint.

I thought it was bit strange that the organisation, should have so many problems with the complaint, so I was wondering if this possilbly could be in some way connected with the complaint itself, and also how should go forward with this, how I should go forward if I wanted to know what cause of the problems.

So I hope that someone have the time to have a look at this, since I think that things should be dealt with profesionally by an organisation like the CAB, so I think it would be very fine if someone have the time to have a look at this!

Here are the links for the correspondense and the complaint with enclosures.

Correspondence:

johncons.blog.co.uk/...


Complaint:

Part 1:
johncons.blog.co.uk/...

Part 2:
johncons.blog.co.uk/...

Part 3:
johncons.blog.co.uk/...


The enclosures can be found in the first entries of the entries in this link:

johncons.blog.co.uk/...