The process is a bit longer than that:
1.TC846 to o/p dispute team. If unhappy with the response, then
2. letter of complaint to TCO (I always ignore the rubbish about "if u have new information", cos they never respond to the info presented anyway). This letter should be answered by Customer Support Unit, but whoever answers it, if unhappy with response, then
3. letter of complaint to director's team at TCO address, making clear this is a second tier complaint. This letter should be answered on behalf of the director, but again whoever answers it, if unhappy with response, then
4. letter to adjudicator. U will have to make clear in this letter that all previous stages have been followed, enclose copies of correspondence to prove that u wrote to the director's team, even if the response came back from somewhere else, because the adjudicator will only deal with case if complaint has already been made to director's team. If unhappy with response, then
5. get a parliamentary ombudsman referral form from local MP, fill it in and ask local MP to forward it to Ombudsman.
Yes, indeed TCO do in fact get three, yes three opportunities to look at the same decision. And even better than that, as John Andrews has pointed out in previous threads there is a new system being piloted at the minute where the AO is giving TCO a chance to take a FOURTH look at their decision due to the volume of complaints coming to the AO!!!! U gotta love it! ![](images/happy.gif)
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