Skip to the content

Copy of IPSA's complaint log (without names)
F1314-038
Disclosure Date:6 Jun 2013
Categories: IPSA - OPERATIONS
Exemptions Applied: None
Request

You specifically requested a copy of the complaints log IPSA holds, on an anonymous basis, and any comments submitted by MPs as part of their complaints.

Response

IPSA holds the information that you request.

 

As you will be aware, IPSA is responsible for administering and paying both the business costs and expenses, and salaries, of all 650 Members of Parliament and their staff.  We handle around 185,000 claims a year, and, on average, reimburse them in less than 10 days.  In the event that Members of Parliament, or their staff, feel IPSA has not provided an adequate standard of service, we offer a thorough complaints procedure, details of which can be found on our website by following this link.

 

The complaint log we hold details all formal complaints made to IPSA by Members of Parliament and their staff.  Please find attached, in Annex A, an extracted copy of IPSA’s complaint log which lists, by complaint, the main subject, a brief summary, the date, the status and resolution of each complaint, and comments filed by IPSA staff members dealing with the complaints.  In line with previous correspondence, we have provided an extracted copy of the complaint log, in which we have removed three fields: the complainant; the name of the MP to whom the complaint relates; and the name of the complainant (if not an MP).

 

For clarity, in your previous request, FOI2013-A209, you made a request for complaints made by MPs.  The complaint log attached holds details of complaints made both by MPs’ staff and MPs directly.

 

Turning to the second part of your request, the complaint log does not hold any comments submitted by MPs as part of the complaints.  The only communication submitted by MPs (as part of their complaints) that we hold is the original complaint itself and any preceding correspondence, which may come in the form of a letter or an email, and which we withheld under Section 36 of the FOIA in your previous request, FOI2013-A209.  Our qualified person under the FOIA, Sir Neil Butterfield, has confirmed that the release of such communication continues to fall within the decision he previously made.

 

Annex A – IPSA Complaint Log (extracted)


Main Subject of Complaint

Nature of Complaint (Brief Description)

Date Received

Date Responded

Comment

Complaint Resolution

Complaint Status

Month Complaint Recieved

Phone opening times

Dislike of phone opening hours, MPs taff not being able to be reimbursed directly on all claims

25/07/2011

01/08/2011

 

Process issue

Response sent & case closed

July 2011

Responding to queries

Unhappy re. lack of specific advice given on claims

29/07/2011

10/08/2011

 

Policy issue

Response sent & case closed

July 2011

Documentation

Reason for delay in us receiving claim documentation

08/07/2011

19/07/2011

 

Service delivery - IPSA not at fault

Response sent & case closed

July 2011

Reward & recognititon

Reward and recognition payment not being made

13/06/2011

23/06/2011

 

Policy issue

Response sent & case closed

June 2011

Simplified payments

Delays in processing deposit loan and claim, multiple confusing e-mails about simplified payments

27/09/2012

16/10/2012

 

Service delivery - IPSA at fault

Response sent & case closed

September 2012

Reviews/rejected claims

Procedures for dealing with rejected claims

02/09/2010

15/09/2010

 

Service delivery - IPSA at fault

Response sent & case closed

September 2010

Processing claims

Length of time to change accommodation status

06/09/2010

15/09/2010

 

Service delivery - IPSA at fault

Response sent & case closed

September 2010

Payment card

Difficulties completing travelcard reconcilliation form

09/12/2010

22/12/2010

 

Process issue

Response sent & case closed

December 2010

Payment card

Difficulties completing payment card reconciliation form

12/02/2011

17/02/2011

 

Process issue

Response sent & case closed

February 2011

Processing claims

Intern expenses not paid

28/02/2012

05/03/2012

[REDACTED]'s been registered but no expenses have been claimed

Service delivery - IPSA not at fault

Response sent & case closed

March 2012

Payroll

Over payment of salary for two months

05/09/2011

16/09/2011

Payroll have set-up monthly payment plan. [REDACTED] says [REDACTED] wants to make a formal complaint but given the nature of the issue Ihave treated it as a formal complant already.

Service delivery - IPSA at fault

Response sent & case closed

September 2011

Payroll

Being paid on two contract and not pleased with IPSA staff service

15/11/2011

24/11/2011

There were a number of issues which were raised as part of this complaint, all but one of these had previously been responded to. The main complaint in this letter was regarding how her issues were dealt with by a member of the payroll team - it was not found that IPSA was at fault

Service delivery - IPSA not at fault

Response sent & case closed

November 2011

Processing claims

Unhappy about processing time for mobile phone claims

20/11/2012

07/12/2012

Only one was delayed beyond our target

Service delivery - IPSA not at fault

Response sent & case closed

November 2012

Processing claims

Various

12/07/2011

21/07/2011

 

Process issue

Response sent & case closed

July 2011

Reviews/rejected claims

Unhappy that we don't allow redacted evidence

14/02/2012

05/03/2012

This was just crossed out, not blacked out, so should have been allowed

Service delivery - IPSA at fault

Response sent & case closed

January 2012

Processing claims

Claims for recall in August have been returned as insuffiecient evidence has been sent.

10/10/2011

21/10/2011

 

Service delivery - IPSA not at fault

Response sent & case closed

October 2011

Payroll

MP needing to sign-off holiday payment

01/08/2011

04/08/2011

Referred to [REDACTED] - either [REDACTED] or [REDACTED] to answer

Service delivery - IPSA not at fault

Response sent & case closed

August 2011

Payment card

Difficulty with payment card

21/12/2010

21/12/2010

 

Process issue

Response sent & case closed

December 2010

Publication

Publication of MP's expenses - not allowed to correct an admin error

01/02/2010

09/02/2011

 

Process issue

Response sent & case closed

February 2011

Simplified payments

Delay with simplified payments

17/03/2011

30/03/2011

 

Service delivery - IPSA not at fault

Response sent & case closed

March 2011

Payment card

Payment Card

11/03/2013

21/03/2013

 

Process issue

Response sent & case closed

 

Phone opening times

Reduction in phone hours

17/03/2011

07/04/2011

 

Process issue

Response sent & case closed

March 2011

Processing claims

Claim apparently returned after two weeks ([REDACTED] thinks it should be dealt with sooner) and not happy about delays with Payment Card processing

24/02/2012

 

 

 

Received[1]

February 2012

Reviews/rejected claims

Not paid line instead of returned for futher evidence.

29/01/2013

08/02/2013

Review conducted and claim paid.

Service delivery - IPSA at fault

Response sent & case closed

December 2012

Processing claims

About the fact that staff do not receive remittance advice slips

18/08/2011

02/09/2011

 

Process issue

Response sent & case closed

August 2011

Responding to queries

Phonecall waiting time

03/09/2010

15/09/2010

Response I understand was sent from [REDACTED]. it has not been logged on CRM

Service delivery - IPSA at fault

Response sent & case closed

September 2010

System

Unhappy that Payment Card form has a glitch which means it sometimes does not list all the options it should

09/11/2012

26/11/2012

[REDACTED] are investigating, but it's unclear what is causing it and it is difficult because we can't replicate the problem

 

Response sent & case closed

November 2012

Registrations

Length of time to respond to query

16/11/2011

 

 

Service delivery - IPSA at fault

Response sent & case closed

November 2010

System

Unable to claim for travel for dependants

16/09/2010

21/09/2010

The reason the category was not available was because we had not rec'd all info we needed.

Service delivery - IPSA not at fault

Response sent & case closed

September 2010

Responding to queries

Failure to respond to query

16/09/2010

21/09/2010

 

Service delivery - IPSA at fault

Response sent & case closed

September 2010

Responding to queries

3 complaints - phone lines out of order and two re slow response to emails

08/10/2010

22/10/2011

This complaint duplicates one which was sent on 6 Oct and will not be counted. IPSA at fault in 2 out of 3 of these complaints

Service delivery - IPSA at fault

Response sent & case closed

October 2010

Responding to queries

Length of time to respond to email

19/10/2010

03/11/2010

[REDACTED] said in response to [REDACTED] not to reply as [REDACTED] has sorted matter but the initial response from [REDACTED] took 12 wkg days

Service delivery - IPSA at fault

Response sent & case closed

October 2010

Responding to queries

Handling of registration of intern - delay and incorrect information asked for

22/10/2010

09/11/2010

 

Service delivery - IPSA at fault

Response sent & case closed

October 2010

Processing claims

Claim evidence not scanned

30/11/2010

14/12/2010

 

Service delivery - IPSA at fault

Response sent & case closed

November 2010

Processing claims

Delay in claim payment

20/03/2013

28/03/2013

 

Service delivery - IPSA at fault

Response sent & case closed

 

Registrations

Handling of LALP and incorrect info being given

02/09/2010

06/10/2010

 

Service delivery - IPSA at fault

Response sent & case closed

September 2010

Processing claims

Handling of claims

29/09/2010

15/10/2010

 

Service delivery - IPSA at fault

Response sent & case closed

September 2010

Registrations

Handling of registration of accommodation and not being asked for additional documentation

15/10/2010

09/11/2010

 

Service delivery - IPSA at fault

Response sent & case closed

October 2010

Scheme

Not able able to claim for journey to Labour Party conference

14/11/2011

17/11/2011

After letter from [REDACTED] MP then spoke to [REDACTED]. [REDACTED] spoke [REDACTED] (21/11/11) and is following up with letter

Policy issue

Response sent & case closed

November 2010

Budget overspend

That we have not approved an uplift to their budget following pay rises and confusion about what year backdated amounts would be allocated to

27/06/2012

15/08/2012

 

Policy issue

Response sent & case closed

June 2012

Processing claims

MP unhappy that we returned the form asking for additional evidence

19/09/2012

27/09/2012

 

Service delivery - IPSA not at fault

Response sent & case closed

September 2012

Payroll

IPSA as empoyer on P60

02/09/2011

07/10/2011

Final email sent 7 October

Service delivery - IPSA not at fault

Response sent & case closed

September 2011

Responding to queries

Letter not responded to

19/07/2011

 

Letter sent to [REDACTED], letter was not scanned as Payroll related, therefore it was not tracked on CRM

Service delivery - IPSA at fault

Response sent & case closed

July 2011

Simplified payments

Not being able pay regular payment via simplified payments

08/06/2011

 

I dealt with proxy direct and have arranged for simplified payment to be set-up on secretarial services as he has no const office

Process issue

Response sent & case closed

June 2011

Documentation

Rent increase not actioned

13/09/2012

01/10/2012

 

Service delivery - IPSA at fault

Response sent & case closed

September 2012

Simplified payments

Simp. payments delayed this month. No apology.

19/07/2011

26/07/2011

 

Service delivery - IPSA at fault

Response sent & case closed

July 2011

Processing claims

Delayed responses to questions about closing up office

26/09/2012

16/10/2012

 

Service delivery - IPSA at fault

Response sent & case closed

September 2012

Responding to queries

Delay in registering property and responding to query relating to it

16/11/2011

29/11/2011

 

Service delivery - IPSA at fault

Response sent & case closed

November 2010

Processing claims

Slow payment

01/08/2011

10/08/2011

 

Service delivery - IPSA at fault

Response sent & case closed

August 2011

Registrations

Length of time to register accommodation

02/09/2010

20/09/2010

 

Service delivery - IPSA not at fault

Response sent & case closed

September 2010

Responding to queries

Phonecall waiting time

14/09/2010

20/09/2010

 

Service delivery - IPSA at fault

Response sent & case closed

September 2010

Processing claims

Claim was not paid as opposed to returned for more information.

30/01/2013

08/02/2013

MP/Staff to re submit claim stating documentation is already with us on 222753.

Process issue

Response sent & case closed

 

Reviews/rejected claims

Review process

28/09/2010

18/10/2010

 

Service delivery - IPSA not at fault

Response sent & case closed

September 2010

Phone opening times

Reduced phone opening hours

02/03/2011

02/03/2011

 

Process issue

Response sent & case closed

March 2011

Payment card

Payment card reconciliation and year end

20/06/2011

05/07/2011

 

Process issue

Response sent & case closed

June 2011

Payment card

Problem with payment card reconciliation

21/12/2010

13/01/2011

 

Process issue

Response sent & case closed

December 2010

Simplified payments

Simplified payment not made and outstanding payments to landlord

08/07/2011

14/07/2011

There was a delay in the Simp payment going out but not our fault for other outstanding amounts

Service delivery - IPSA at fault

Response sent & case closed

July 2011

Simplified payments

Rent for flat is 2 months overdue and MPs not trusted with paying rent

18/01/2012

24/01/2012

We are not overdue and [REDACTED] can pay [REDACTED] rent direct to landlord if [REDACTED] wishes

Service delivery - IPSA not at fault

Response sent & case closed

January 2012

Payroll

Mistake in tax code

22/06/2011

23/06/2011

[REDACTED]'s response covers a previous letter too

Service delivery - IPSA not at fault

Response sent & case closed

June 2011

Publication

Our publication policy of MP receipts and difficulty to find complaints procedure

10/01/2011

28/01/2011

 

Policy issue

Response sent & case closed

January 2011

Processing claims

Unhappy that [REDACTED] hasn't received [REDACTED] intern expenses

24/02/2012

05/03/2012

The MP asked for a 90 day extension which we granted, then they revealed they've got no receipts. We've suggested [REDACTED] take it up with the MP.

Service delivery - IPSA not at fault

Response sent & case closed

March 2012

Registrations

Problems registering office and home

11/10/2010

28/10/2010

Complaint classed as us not at fault as we were sent incorrect info. MP insisted that [REDACTED] sent correct docs but we did not get them or they were incorrect

Service delivery - IPSA not at fault

Response sent & case closed

October 2010

Processing claims

Slow payment of intern expenses

26/11/2010

10/12/2010

We did not input bank details which were provided

Service delivery - IPSA at fault

Response sent & case closed

November 2010

Payroll

Overpayment of salary

02/12/2010

13/12/2010

 

Service delivery - IPSA at fault

Response sent & case closed

December 2010

Payroll

Overpayment of pension contributions

28/01/2011

01/02/2011

 

Service delivery - IPSA at fault

Response sent & case closed

January 2011

Processing claims

Claim being returned due to different transaction date

01/11/2011

11/11/2011

Response came back from MP on 11 Nov and response went out from [REDACTED] on 17 November

Process issue

Response sent & case closed

November 2011

Data protection

Possible breach of DPA

18/09/2010

20/09/2010

 

Service delivery - IPSA not at fault

Response sent & case closed

September 2010

Simplified payments

Simplified payment not being set-up quickly enough and bank returning payment

15/06/2011

24/06/2011

 

Service delivery - IPSA at fault

Response sent & case closed

June 2011

Processing claims

Wants us to pay staff direct for Office Costs

02/08/2012

15/08/2012

 

Process issue

Response sent & case closed

August 2012

Responding to queries

Time taken to respond to queries/office registration

26/10/2010

10/11/2010

 

Service delivery - IPSA at fault

Response sent & case closed

October 2010

Budgets/year end

Switching between budgets

26/05/2011

09/06/2011

 

Process issue

Response sent & case closed

May 2011

 

[1] This complaint was responded to on 12th March 2012, but was not logged.