|
The Customer Service Team deals with
all complaints and enquiries about Inspectors' decisions
and the service customers receive from the OSFC.
To contact the Customer Service Team
click
here.
For more information about complaints
or enquiries about payment please
chose from the options below.
Complaints
about OSFC service or the Inspector's decision
Customers who are unhappy with the Inspectors'
decision or the service they have received from the OSFC
should contact us. Click
here
The OSFC aims to provide a high level
of service and investigates complaints about service received
at any stage of the OSFC review process. We look at what
went wrong, correct this wherever possible and take steps
to avoid it happening again.
Although the Inspectors' decision is
usually the end of the review process, the Customer Service
Team will re-open a case when:
a relevant fact has been overlooked
- a relevant fact has been overlooked
- a relevant fact has been incorrectly recorded
- the Inspector has not applied the
law correctly
- there is new evidence that the Inspector
did not have when deciding the case.
We will
- listen to what customers say
- investigate concerns raised.
They aim to reply within five days. Where
extra information is needed, for a full response, this may
take two to three weeks.
Back
to top
Enquiries
about payment
If an Inspector decides a payment is due, the customer's
Jobs and Benefits Office sends it. People wanting to check
when they will receive payment can contact us. However,
since the Jobs and Benefits Office issues payment, asking
them when they will send it is likely to be the best starting
point. OSFC send a copy of the decision to the Jobs and
Benefits Office and the customer on the same day. The Jobs
and Benefits Office needs time to prepare payments, so they
may not issue these on the same day customers receive a
decision from the OSFC.
How to contact the Customer
Service Team
You can call us FREE on : 0808 1270417
By telephone: 02890 247202, between 9.00 am and 4.30 pm
from Monday to Friday.
By fax: 02890 230921.
By e-mail: sfc@osfcni.org.uk
(e-mails are opened from 09.00 to 16.30, Monday to Friday,
excluding public holidays)
By letter to:
Customer Service Team
Office of the Social Fund Commissioner
5th Floor, Scottish Amicable Building
11 Donegall Square South
Belfast
BT1 5JE
|
