Ombudsman Investigates Poor Advice Provided by DfC
An investigation by the Northern Ireland Public Services Ombudsman has led to the Department for Communities repaying over £11,000 to a man after it found poor advice caused him to lose his existing benefits.
To remedy the situation, the Department was asked to make a payment to him equivalent to the Working Tax Credit he would have received, as well as provide him with an apology. It was also recommended that the Department should improve the advice it gives to potential benefits claimants by making sure it gives details of other helplines which exist to help them with their claims.
The client was supported in bringing his complaint by Advice NW, demonstrating the important role of the independent advice network in correcting failings in the provision of public services. Advice agencies seeking support in bringing complaints on behalf of clients are encouraged to contact the Policy & Information team for guidance.