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Cnn UK Parliament Complaints Consolidated 24 July (1)

Cnn UK Parliament Complaints Consolidated 24 July (1)

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Published by Social Animal Ltd
karen Hudes Consolidated evidence.

UK Parliament.

karen Hudes Consolidated evidence.

UK Parliament.

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Published by: Social Animal Ltd on Sep 12, 2013
Copyright:Attribution Non-commercial

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12/25/2013

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House of CommonsPublic Administration Select Committee
COMPLAINTS: DO THEYMAKE A DIFFERENCE?
Written Evidence
 
List of written evidence
1.
 
Adam Macleod (COM 01)2.
 
W S Beckett (COM 02)3.
 
General Medical Council (COM 03)4.
 
Brenda Prentice (COM 04)5.
 
Blue Flash Music Trust (COM 05)6.
 
Local Government Ombudsman (COM 06)7.
 
AW&I Tanner (COM 07)8.
 
Centre for Socio-Legal Studies, University of Oxford (COM 08)9.
 
Local Government Association (COM 09)10.
 
Citizens Advice Scotland (COM 10)11.
 
Administrative Justice and Tribunals Council (COM 11)12.
 
Which? (COM 12)13.
 
Social Fund Commissioner (COM 13)14.
 
Trevor Buck, Richard Kirkham and Brian Thompson (COM 14)15.
 
Centre for Public Scrutiny (COM 15)16.
 
Parliamentary and Health Service Ombudsman (COM 16)17.
 
NHS Confederation (COM 17)18.
 
Elizabeth Derrington, Jodi Berg and Ros Gardner (COM 18)19.
 
Office for Legal Complaints (COM 19)20.
 
Della Reynolds (COM 20)21.
 
Mrs W Morris (COM 21)22.
 
T J Bartlett (COM 22)23.
 
C N Rock (COM 23)24.
 
Alison Pope (COM 24)25.
 
Alan Reid (COM 25)26.
 
Janet Treharne Oakley (COM 26)27.
 
Simon Cramp (COM 27)28.
 
Frank Edohen (COM 28)29.
 
Elaine Colville (COM 29)30.
 
J Pocock (COM 30)31.
 
Robert Devereux, Permanent Secretary, Department for Work and Pensions (COM31)32.
 
Karen Hudes (COM 32)33.
 
Margaret and Janet Brooks (COM 33)34.
 
Jan Middleton (COM 34)35.
 
Jan Middleton (supplementary) (COM 35)36.
 
Citizens Advice Bureau (supplementary) (COM 36)37.
 
Ann Marie Smalling-Small (COM 37)
 
Written evidence submitted by Adam Macleod (COM 01)
Further to my letter to you of 1 April (copy enclosed), I offer the following comments on yourfirst inquiry into the handling of complaints.For a number of years since retiring I have written many letters to key Departments offeringsuggestions for improving their procedures.Sadly 
not one
of my suggestions has been accepted, without any valid reasons ever beinggiven! Moreover, if I press Departments to give reasons, and draw attention to officialguidelines on responding to correspondence, this often causes resentment, and sometimeseven quite absurd claims that I am being ‘vexatious’ and therefore Section 14 of the Freedomof Information Act 2000 relieves the Department of any obligation to reply.The guidelines to Departments on responding to correspondence from the public are very clear, viz:The CIVIL SERVICE CODE requires civil servants to ‘deal with the public fairly, efficiently,promptly, effectively and sensitively to the best of their ability’.The First Principle of Public Life stresses that ‘Holders of public office should act solely in thepublic interest.’The Prime Minister in his foreward to the MINISTERIAL CODE (copy enclosed) has laidgreat emphasis on the obligation of the Government to serve the public.However, most of my suggestions and subsequent complaints about unsatisfactory repliesappear to be dealt with by very junior staff who show little or no regard for this guidance, andappear to regard their role as being to totally defend existing procedures and
never
admit toany shortcomings:
The Cabinet Office:
Over two years ago, because of this extraordinary disregard of official guidelines, I wroteFrancis Maude and Nick Hurd with the simple recommendation that the Government shouldtake seriously and consider positively any constructive criticisms or suggestions from thepublic.In the absence of any meaningful reply I continued to send reminders, which simply causedresentment and the ridiculous charge that I was being ‘vexatious’:Finally I wrote to Sir Bob Kerslake, Head of the Civil Service, and Sir Jeremy Heywood,Cabinet Secretary, but amazingly, despite sending them four successive letters, I got noresponse whatever.

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