Mr P complained to the Independent Case Examiner (ICE) when Maximus, a work programme provider, delayed making adjustments to help him use its service.
What happened
Mr P had a place on a work programme run by Maximus, a company contracted by Jobcentre Plus. As he had dyslexia and a visual impairment, Maximus needed to make adjustments, including printing letters and documents on different coloured paper. There was a delay in it making these adjustments.
ICE found that Mr P's complaint was justified, but that Maximus had already adequately resolved the problem by apologising and putting adjustments in place. ICE did not uphold the other complaints Mr P had made about Maximus's service.
What we found
We partly upheld the complaint. ICE had carried out an adequate investigation of Mr P's complaint and had reached a fair decision.
However, there was one issue that ICE had not considered. This was that Maximus did not always follow one of the adjustments it had agreed. This was a serious failing that caused Mr P inconvenience and frustration.
Putting it right
Maximus apologised to Mr P for not always carrying out its agreed adjustment.
Jobcentre Plus
Independent Case Examiner (ICE)
UK
Did not put recommendations into practice
Replied with inaccurate or incomplete information
Apology