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Debate between Andrew Cooper and Siobhain McDonagh(1Â week, 3Â days ago)
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Andrew Cooper (Mid Cheshire) (Lab)
It is a pleasure to serve under your chairmanship, Dame Siobhain. I completely agree with the concerns that my hon. Friend the Member for Liverpool West Derby (Ian Byrne) raised about Capita’s unacceptable performance. Sadly, despite repeated promises from Capita that it would prioritise, escalate and expedite such cases, too many of my constituents continue to live with the consequences. One constituent has been waiting nearly 11 months for their bereavement case to be resolved. Despite Capita’s assurances that it would clear stock cases involving bereavement by 1 September, that one remains pending.
I am also concerned that Capita appears to be providing constituents and their MPs with incorrect and often conflicting information. In one particular case, my constituent and I contacted Capita separately, and I additionally raised the matter with Ministers in the Cabinet Office. Shockingly, my office received a different answer from the one that Capita provided directly to my constituent, and we both received a different answer from the one given to the Cabinet Office. That is three different answers on one case. The ineptitude is simply staggering, and no one will be surprised to hear that that case is still outstanding.
In the meantime—
