Quick request for FND information.

Submitted by Herald on Mon, 09/11/2009 - 11:20am
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Hi all,
Just a quick one. Can anyone direct me to the regulation or piece of law that states FND providers must display their complaints procedure in their offices? I know most of this stuff is available online as PDFs but I don't need to tell anyone how long it takes to go through it all! Thanks in advance.

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Submitted by Stephanie Barlow (not verified) on Wed, 11/11/2009 - 12:27pm.

FND Provider Guide chapter 14 para 14.29 states:

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. This includes complaints in relation to discrimination.

14.32 also says providers have to make it clear that clients can go to JCP if they aren't satisfied.

Provider Guidance commonly forms part of the contract for providers so they should abide by it. You can find the guide in the Welfare to Work services section of the DWP site.

Submitted by bigbaldbloke on Wed, 11/11/2009 - 12:42pm.

I bet you didn't even have to look that up Steph........... :D

Submitted by Herald on Wed, 11/11/2009 - 2:00pm.

Thanks for that Stephanie, guess I just missed it. It's a hell of a lot to take in, isn't it? I don't believe that the DWP couldn't make it easier if they really wanted to.

Submitted by Scooby (not verified) on Thu, 12/11/2009 - 9:50pm.

anyone help with where I can find FND provider guidance on line? Can't seem to see it on the DWP website provider guidance page.

Submitted by Daniel on Fri, 13/11/2009 - 8:17am.

http://www.dwp.gov.uk/supplying-dwp/what... contains all current guidance. The FND guidance is a link under the first set of bullet points.

Submitted by Stephanie Barlow (not verified) on Tue, 17/11/2009 - 4:00pm.

Not sure what bigbaldbloke is getting at - are you implying that I'm one of those sad individuals who loves trailing through a good bit of DWP guidance?! You know me so well!! :)

Herald - It does help to have worked for JCP and know how their minds work. But whichever way you look at it they love to make it ambiguous, contradictory and altogether difficult to follow. If they made it easy they wouldn't be able to keep so many civil servants in work! :)