WBONO000952
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From: Mark Underwood;_
To: "Parsons, Andrew"
Ce: Patrick Bourke:
Steve Allchorn
Subject: Request for help in respect of the Chairman's report: Subject to Legal Privilege
Date: Tue, 26 Jan 2016 09:34:08 +0000
Importance: High
Embedded: unnamed
Hi Andy,
I just tried to call but went through to your voicemail so, in the first instance, I thought I would send you a
note.
As I think you are aware, the Chairman has now received the report from Jonathan Swift QC. This report
contains a number of recommendations, including for us to:
“cross reference specific complaints about misleading advice from NBSC call-handlers with the possible
employees who provided that advice and consider their personnel files, where available, for evidence as to
the likelihood that the complaint may be well founded”.
Our proposal to address this, as agreed with Jonathan, is for those Applicants who raised complaints in
respect of helpline:
Identify those who have particularised their complaint e.g. given a specific date
Cross reference these calls against the call handler who would have taken the call
Check these call handlers PDRs to see if they had had any complaints made against them, in respect of the
advice they were providing.
Where we need your help, or rather your team of paralegal’s, is for them to trawl through the 107 cases that
make complaints in respect of the helpline (see column N of the attached spread sheet) and identify those
which have actually made particularised complaints rather than just generic ones.
As this is for the Chairman, we would like this done ASAP. When do you think you would be able to provide
this analysis by?
Mark
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WBONO000952
WBON0000952
Mark Underwood
Complaint Review and Mediation Scheme
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