Isolation dates wrong

[GreenFirefly]

Does anyone know how to quickly escalate 119 complaints about isolation dates?
My DD had sympoms on 20th, a LFT on 21st was positive, PCR on 24th result on 26th positive but isolation email says to isolate until 6th December - in total 16 days! Call handlers say they can't change the dates and they won't pass me to a supervisor. I've emailed and been told 'computer says no' and next stage ombudsman who told me to go back to 119!

School would have her back but can't legally due to isolation date being 6th December.
Can anyone point me in the right direction or tell me the magic word to use to 119 to amend the dates?

They won't and it's your own fault. You should have had her do a PCR within 24 hours of a positive lateral flow.

We ordered the PCR within 24 hours as a home test. I couldn't change the speed of the postal system.
Sorry to drip feed but she's autistic and it was a miracle I got her to do the PCR test done at all.
And why would the isolation date start 2 days AFTER the PCR test?

It's not your own fault. In Scotland isolation is calculated when symptoms start. Is it not the same where you are?

@Lucythewonderdog

They won't and it's your own fault. You should have had her do a PCR within 24 hours of a positive lateral flow.

Very aggressive response there!

Did you try the online complaint yet?
enquiries.test-and-trace.nhs.uk/s/

Test and trace took it from date of my symptoms. It is clearly wrong - even if they disregard symptoms and LFT they should have taken it from date of test not result. I’ve heard it is very very difficult to get test and trace to change dates though - even when clearly wrong. Did you register the positive LFT by the way

[quote MRex]Did you try the online complaint yet?
enquiries.test-and-trace.nhs.uk/s/[/quote]
I'd been given 2 different email addresses. Waiting for a response from the second one which was promised within 24 hours (hasn't happened).
I'll also try that online form but I'd prefer to speak to someone who can actually resolve it properly.
Yes, isolation should start with symptoms so she should have been back at school today. Even going by LFT it should be tomorrow. I have email confirmation of registering LFT result but still "computer says no" to getting the dates corrected.

In England.

The latest reason not to chnage the date was due to the new variant. i still don't think this warrents a 16 day isolation.

Yes, it should be symptoms day + 10 days, so effectively that works out as isolation finishing today.

Just tell the school the correct dates. They have no legal right to tell you to stay away until a certain date. Tell them symptoms started on x date and your child will be back in school in x date, 11 days later. You don't need to change anything else .

If the child has symptoms they are supposed to go from that day as day zero. Not the PCR test result.

If you tell the school the correct dates then there will be no comeback.

Caveat that I haven't re-read the legislation, but I believe that legally you have to self isolate if the NHS asks you to, as well as for the mandated time of 10 days after symptoms. It's probably unlikely that anyone would try to fine you for a breach, especially if you're willing to go to court to say it was causing unnecessary additional harm due to their error. You could try asking Citizens Advice for help if you aren't getting anywhere tomorrow: www.citizensadvice.org.uk/health/coronavirus-rules-you-need-to-follow/check-if-you-have-to-self-isolate-because-of-coronavirus/.

It's kind of sorted. I got a phone call to confirm that her isolation finished yesterday. I was promised an email to confirm this with school but it never appeared. She's back in school and they can call T&T for confirmation if necessary.
I couldn't risk taking her to school and being turned away. The system doesn't work properly if obvious mistakes can't be amended.

Well done for your persistence