www.iva.co.uk

Hello,

This is my first visit to the forum and I have a specific question I hope someone can help me with.

Is it possible to request to change the Case Officer who deals with our IVAs? I ask because we really do not get along with the one we have - we find her rude, condescending and abrupt. We have never dealt with our IP directly, just with this Case Officer, but we find it difficult to interact with her because of her attitude. It sounds ridiculous, but she almost makes us feel as though we owe her money personally!

Would it be possible to ask for a different Case Officer?

Thank you.

Hi RuMa. I dion't see why not -- I tgink you'd have to email your IP directly, as you obviously can't speak to your case officer about it.

Which company are you with ? Some companies (annoyingly) change case officers regularly anyway.

Hi Foggy,

Thanks for your quick reply!

Our IVAs are with Payplan.

Hi and welcome to the forum.

I'm sure that you could request a change but, as Foggy says, speak to your IP directly.

We have a Payplan IP on here, Nick Payne .. maybe he can assist.

His email address is in his profile.

They shouldn't see that as a problem? I communicate email with mine & all saved in my inbox. That way need to speak to her once a year at review time. I've not had a problem but things are always clearer in black & White.

I was going to add, my case officer changed so many times over the Iva at the moment i don't even know who looks after my affairs, i just email my IP and it gets passed through different people.

I would contact my IP im sure they have a complaints process they can follow.

I've answered this on the duplicate post.

Hi RuMa, I am concerned with your post and would like to look into this matter as soon as possible. Are you able to email me directly?

Thanks
Nick

font size="1" face="Verdana, Arial, Helvetica">quote:<hr height="1" noshade>Originally posted by Nick Payne

Hi RuMa, I am concerned with your post and would like to look into this matter as soon as possible. Are you able to email me directly?

Thanks
Nick

Thank you for your reply Nick (and everyone else who has contributed).

I am not sure how to go about this as I am now concerned that if we request a change of Case Officer and it doesn't happen for some reason, we will be stuck with the one we've got who then may be aware of our request to change, and that may have an even worse effect on her attitude towards us.

That is not acceptable, and knowing Nick as I do he will want to get this sorted out for you so that you are completely satisfied with their customer care policy.

Yesterday I Googled 'Payplan Case Officer' with the aim of seeing if anyone else on this or any other forum has or has had any problems with their Case Officer. (I was wondering if perhaps I'm being over-sensitive with how I feel when I have to deal with ours, although I don't think I am to be honest).

However, I didn't get that far as what caught my eye in the Google results was actually a job advert for a Payplan Case Officer. Well, I could have laughed only it's not even a joke. A key skills requirement was:

"An empathetic, objective and non-judgemental attitude"

Well, I really do not know how ours got her job! I am NOT meaning to be derogatory here, I really mean that. NOT empathetic AT ALL! Objective? I don't feel that coming across in all honesty, quite the opposite at times. Non-judgemental? No, I don't feel that either, especially when I'm being 'scolded' for having to be reminded about something.

I had to deal with her again today unfortunately, and I've felt down ever since. She makes me feel so inadequate. OK, I messed up in the past with finances, but I'm trying to make some amends at least through the IVA, I don't want to be made to feel even worse about the situation.

I'm not saying she is being like this deliberately, but even if she's not, it doesn't say a lot for her people skills. Or customer care, for that matter!

I really do wish we could have a different Case Officer, but I really think requesting one and having to state reasons for the request may just make matters worse.

I can't wait for it all to be over.

Thank you for all replies and support.

I am sure that Payplan have call recording in place, so a complaint to the IP about the way you feel you are being treated ought to enable them to fully investigate this matter, and take up your concerns with the staff member concerned. I really do hope that someone picks this up for you within your IP firm, as no-one likes to recevie complaints.

Please email Nick RuMa - he will help you out. I think that they will want to know that one of their staff is falling short of helping you out, it may need a bit of retraining.

You may not be the only one who has had problems with her.

I don't think it will make matters worse.