E-mail to CAB, 14/2.

Re: Complaint about Liverpool CAB
14 February 2008
11:26
Subject
Re: Complaint about Liverpool CAB
From
Erik Ribsskog
To
Thomas, Sue
Sent
14 February 2008 11:22

Hi,

thank you very much for your answer!

It sounds very good, that you'll have a look at the complaint.

I'm in a very busy periode at work at the moment, so I won't go into to detail about the problems there.
Except for two things that come to mind.

1. The e-mail address, that is on Liverpool Central CAB's website, is incorrect. (It's to do with the the ending,
after the dot, they have changed the provider of the e-mail addresses is seems, but they haven't updated the
website).

2. The CAB representative lied in the complaint-answer.
He said that he had turned the lights on, at CAB. (I think it's very strange that the CAB let people in to their
premisses, without turning on the lights there first).
He said he had turned the lights on, at the beginning of the meeting.
But that's not right, he turned the lights on, close to the end of the meeting.
Eg. he read me the number to the law-firm, in the dark.
And it turned out he had read the law firms fax-number to me.
Which must have been because it was to dark to read properly there.
So this, the representative says, that he turned the lights on, before the meeting/at the beginning of the meeting,
isn't right at all.
More of half of the meeting was being held in the dark there, with a level of light, thats was like twilight, in the way
that it wasn't possible to read.

I had to put a folded I had picked up away, since it was to tirering to read it, due to the lights being switched off.

And also it seemed like it was some kind of plot.
With a young girl, maybe 12-13 y.o. standing outside the CAB, in the stairs, in an office-building, for no appearent
reason.
And then the lights being turned off in the CAB-premisses.
Me being the only person there, for about 5-10 minutes.
Then the representative, who seemed clear to me, to be homosexual, started having the meeting in the dark.

Close to the end of the meeting, the lights were turned on.

Then, the woman working there, with dark hair, and in her fifties, went into the reception.
She was just standing there, not doing any work.
Only scanning my face, when I left the CAB premisses, as to see, if I had reacted on the CAB representative
and/or the girl outside.
So it seemed a bit like being in a Clockwork Orange-esque movie, of some type.
But I'm going to have a closer look at the complaint, in two or three weeks time, when I'm finished with the
busy periode at work.
If you think that's alright.

Also, I was wondering, about Complaint Officer Saffron Follows.
This because, when the Liverpool Central CAB, last year, failed to answer the complaint, before the
time they had said they would answer the complaint.

Then I contacted Follows, on two occations, asking what was wrong, since the CAB, didn't answer me.

But Follows didn't reply back to me, at all.
So I was wondering then, if it's right that she should be involved, since I a bit question what went on
last year, when I contacted Follows on several occations, without being answered.

So I was wondering a bit what you were thinking about this.

I was wondeing if this wasn't maybe a couse for complaint.
And that Follows, due to this, already is involved, in the way, that she is the subject of a complaint,
that has to do with the file you have asked for from the Liverpool Central CAB.

I'm questioning a bit, if it's right that Follows should be involved now, when there have been problems,
that seems to be cause for a complaint, regarding Follow's involvment in this case, from before.

I'm not sure if you agree with me in this.
But I hope you understand what I mean, and that you have the time to have a look at this, and answer
me back regarding this.

Hope this is alright, and thanks in advance for the help!

Yours sincerely,
Erik Ribsskog


On 2/13/08, Thomas, Sue <Sue.Thomas@citizensadvice.org.uk> wrote:
All CABx use a standard complaints process. Initially, the manager is involved (Stage 1), then the Chair (Stage 2). After this if you are not happy with the outcome of the Chair's review, the next step is a review carried out under the direction of the Citizens Advice Chief Executive.
I believe that is the next stage on your complaint. Therefore Saffron Follows (Complaints' Officer) has asked Liverpool CAB for a copy of their file on your complaint and the file on the advice you were given. Once we have this we will be clear that our assumption on what next is correct.
What would help us would be for you to let us have a clear statement of why you are not satisfied with the Chair's response. This will give us the basis on which to look at the way your comlaint has been handled.
Thanks
Sue Thomas
Head of Advice Policy & Standards
Tel: 020 7833 7034 Mob: 07970 990425
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