to want to make a complaint about the CAB

[pencilcase]

Have got myself into debt and took the advice to go and see the CAB about it. They were great, until I got a new case worker, who has totally stopped returning my calls.
It's come to the point where I have had to borrow money to pay a solicitor to contact one of my debts to update them. I keep calling the CAB person, but they have never once returned my call after leaving message after message.
Plus, I got a letter from them saying that they are now closing my file as I haven't been in touch! I called them and asked to speak to the person concerned asap and, you guessed it, they never called me back!
What am I to do?
I am on the road to sorting out my debts, but I have had to pay the solicitor to write letters instead of the CAB doing it for me. It's not like I can afford this!
A friend has told me to complain, I feel like I'd be complaining about Mother Teresa or something! AIBU to complain about them as they, or one of them, has seriously let me down! Advice please!

Can you phone the manager and ask for a new caseworker as communication seems to have broken down?

go in there and complain in person?

I think you are within your rights to complain about this particular case worker. I would phone the office and explain the situation before putting it in writing though- or make an appoimtment and actually go down there again. It may be as simple as the wrong phone number on your file or something

of course you're not unreasonable to complain, you are getting a bad service.

I have found the cab are not great at ongoing case work like managing your debts for you as they give advice on lots of different problems and not just debt. How about a specialist free debt company like payplan or cccs (consumer credit counselling service). They actually write to your debtors for you as your third party - and because they do nothing but debt they should be more consistent. They both have websites. PLease note, they are free intercessionary debt services and not awful debt consolidation companies

HTH

I would make an appt to see the supervisor (or whatever the correct term maybe) and talk to them.

I complained to the manager/whatever when I was given really poor/misleading advice. (I wanted to appeal a DLA decision and was told I would have to be there in person to stand a chance of getting it through - it was in Hull and I live in Kent)

Good luck

Hmm, except that they had always called me ok before and this particular case worker - let's call him Dave - he called me on the right number, previously, so there's some reason why they aren't calling me. Plus, I always left my number with whoever I spoke to when leaving a message for them to call me back.
I feel bad complaining as they don't charge for their help, however, I've had a bad service! I've been nothing but kind and curteous to them and am very grateful for help, so it's not like I've been rude in any way.
I can't make any sense of it.
Don't want to put off anyone going to CAB though, they were very good before I got this new case worker

I can see why you are reluctant to make a formal complaint, they are a charity and you are not paying, and they haven't given you misleading advice...can you not go in person, complain informally and ask for a new case worker?

Hehe, make an informal complaint! I like it! I think that's what I'll do: go in and just say what has happened and see if I can get a new person to help, I think this might have been a case of someone not being very good at their job (I know, I wasn't very good with money, before anyone points it out!)

they are to help not DO it for you

my mum worked there
peopel woudl comein
drop off all their paper work(debt) adn fark orf on holdiay"

Umm, thanks Captain Cod. I would class helping as returning my phone calls over the past two months. I wonder why you presume I was making them 'do' all the work for me? I was asking them for help and not getting it. Nada. Zilch. NOTHING. I don't class that as helping, would you? Do let me know.

woo
get you

Caseworkers are usually paid staff, so less excuse for failing to do their job (volunteers may have other commitments, etc.).

It may be that the new caseworker has left and somehow your file has not been reallocated. Do you have their email address? Send an email addressed to the manager setting out what has happened and asking him/her to contact you as a matter of urgency. Most managers would be onto something like this like a shot. Make sure you give all your contact details in your email. Alternatively leave a message.

I wouldn't just turn up asking to see the manager as they may be out of the bureau for some reason.

Do you mind naming the bureau?

There are some really fantastic CAB workers, I have come across them when dealing with employment tribunal cases and they have put some very expensive law firms to shame. There are also some really crap ones, you know the jobsworthy type of people. I wanted to volunteer for the CAB but my local office didn't bother returning any of my calls or emails, eventually I got through to someone and she said that unfortunately they didn't have any positions to match my skills. Well, I hadn't sent the office a CV or given them any background on me so I don't know how she knew what my skills were, unless of course my reputation speaks for itself

Hi PC just came across this thread. I work as a money adviser for the CAB and I think you should complain and here is why. I am so inundated with work (actually negotiating with the creditors etc) that I often don't ring people back for a week ( I have tons of phone calls to return ), they of course are inevitably out and the cycle of messages continues -anyway, what I am saying is, it may not be the caseworkers fault due to their caseload or could be poor message taking for whatever reason and you making a complaint (and others too) may draw the attention of those in authority to the lack of resources -and if it is just a bad caseworkerr, then it's fair enough to complain, I think. IMO anyone has a right to make reasonable complaints (which this is). I would put it in writing, not turn up as you may not get to see anyone and address it to the Debt Superviser.

Agree with momtoone, I also used to work for a CAB (among other advice agencies) though not in money advice.

You should complain if they are not returning calls. Yes they are busy and yes they are overworked but they should be returning calls.

Only thing is this-if they have just taken over, they may well be new to debt advice and they are probably going to be acclimatising. Not an excuse at all-they should be getting proper support and your complaint may help them get this!

I am also concerned that you are having to go to a solicitor here. What exactly is the solicitor DOING? YOU can contact a creditor, you DON'T need to be paying a solicitor.

There are lots of us on here who know a little about debt advice, and a few who know a lot-DON'T fork out for a solicitor again, please, post.

btw -re this comment-"I wanted to appeal a DLA decision and was told I would have to be there in person to stand a chance of getting it through - it was in Hull and I live in Kent. "

Well you DO have a massively reduced chance of sucess if you don't go to the tribunal. It is something like 5 % as opposed to 60%. There are only about 4 places to hear tribunals in the UK. Not good, but scarcely the CAB's fault!

(oh and I was in the relatively cushy world of benefits/housing...debt advice is bloody hard work, so momtome gets a round of applause and I don't really know what I am talking about)