How do i make a complaint about the DWP?

[FlowerPetal]

How do i make a complaint about the DWP in a way that they will communicate back with me?
I have been trying to contact them by letter, for the past 11 months. I also tried telephoning the department, but it is constantly ringing or enagaged. Whenever i did get through to somebody, they have been rude and dismissive. I dont bother trying to ring them now.
They keep threatening me with legal action if i dont contact them - but i do, but they dont seem to acknowledge my letters even though i send themto the address and to the addressee that they have given me.
Who do i speak to now? I want to take this further as i now class this as harrassement and they have blatantly ignored my husbands disablity and my suggesstions for easier contact - as they suggest in their customers charter

Thanks
Flower xx

[THECORBYLOON]

Which part of the DWP are you complaining about?

[FlowerPetal]

The debt department.
We are trying to repay a debt, and have offered to pay a certain amount per month which they feel is unsuitable. Cannot afford much as on benefits. When i try to discuss this with them they ignore all letters even the head of the centre as i have not had any responce to a letter i sent them on 20th December - but they expect a reply within 7 days!
So unfair!

[THECORBYLOON]

Have you been given a copy of their Customer Charter which can be read here, http://www.dwp.gov.uk/publications/dwp/2006/de bt-manage/customer_charter.pdf ?

[Nether Edge]

Ombudsman. Try your MP to begin procedure.

[Stu Dent]

Yes, contact your M.P. or copy him/her into correspondence with the DWP. Your M.P. is very powerful and can effect change very quickly.

[FlowerPetal]

Thanks for your answers.
Corby, yes i have read their customers charter, which clearly states that they will reply within 7 - 10 working days - im still waiting from 20th Dcember!
I will look into my MP and Ombudsman options.

Thanks
Flower xx

[THECORBYLOON]

They have 10 working days to reply but the 10 days begins when they receive it. You have to mind that we Civil Servants are off for four or five days over the Christmas/Hogmanay period so you'll need to take that in to account

[FlowerPetal]

Corby, i understand that everybody has time off over the festive season, but they dont undestand that. they sent me a letter which i received on the 18th dec and they demanded a response by the 19th! they had dated their letter the 12th. Now, becoz my reply didnt get to them until after the xmas time and i now have to take into account when they return to work.......im in line for a debt collection agency banging on my door! even though i have replied to every letter they have sent me and have done everything they have asked of me!
My letter to the head of dept was sent on the 20th, give them until after xmas to receive it - say 8th Jan.....i'm looking for a reply to drop on my floor on friday!
God!!! I'M sooooo annoyed by it all!!!

[themas]

I hope you have kept copies of everything you have written, and notes of all phone calls (with the name of the person the call was with, date and time). If not, start doing so for any further contact.

Definitely see your MP.

[FlowerPetal]

Hi guys. I've just received a letter from the Customer services department (?) informing me that they have reffered my letter to the complaints department and to expect a reply by 23rd Jan.

Here's hoping - wll keep you all informed.

Flower xx