2 July 2013 – BIS policy to ignore
BIS adopt “policy to Ignore” stakeholder’s complaint emails
BUT today… 1 “tweet” gets an instant reply
BIS Complaints Officer Margaret Housden has adopted the department’s contagious “policy to ignore stakeholders” begun by Rachel Onikosi’s oversight of the consultation on pedlary URN12/605 and adopted by the minister Jo Swinson et al. This all changed 2 July when a public “tweet” exposed this carry-on.
It seems that serious email communications with government carry less weight and can be privately ignored than “tweet” communication that provide transparency & exposure of such carry-on to the public .
Name & Shame Tweets.
Way to Go?
The following series of emails illustrate the point and may be updated to keep the public informed – scroll to the bottom for the beginning of this particular saga:
…
From: Housden Margaret (Communications) <Margaret.Housden@bis.gsi.gov.uk>;
Subject: RE: Pedlars – my response
Date: 2 July 2013 16:50:50 GMT+01:00
To: Pedlars Admin <Pedlars.admin@gmail.com>;
Mr Campbell-Lloyd
The “tweet” reference refers to the Tweet this morning on PedlarnewsTwitter account referring to me not responding to your emails.
I will look again at the questions you ask.
Margaret Housden
…
Subject: Re: Pedlars – my response
From: Pedlars Admin <Pedlars.admin@gmail.com>;
Date: 2 July 2013 16:26:29 GMT+01:00
Dear Ms Housden
Thank you for your email reply to one of many sent to you but ignored, however I did not understand your reference to a “tweet”.
I did await your reply to my email 13 June but as it too was ignored I formalised a Complaint with the Information Commissioner on 28 June.
When you have responded to my series of escalating questions then I can consider what next steps.
Sincerely
Robert Campbell-Lloyd
admin
…
From: Housden Margaret (Communications) <Margaret.Housden@bis.gsi.gov.uk>;
Subject: FW: Pedlars – my response
Date: 2 July 2013 15:01:57 GMT+01:00
To: Pedlars Admin <Pedlars.admin@gmail.com>;
Mr Campbell-Lloyd
I am sorry that you felt the need to “Tweet” this morning about me not responding to your emails.
My original email to you set out clearly what the Complaints procedure for the Department is. I am only able to investigate complaints made to me, using the published processes and which make clear to me what exactly your complaint is about. I am an independent official with no access to any of the policy decisions made and therefore need you to outline specifically the issues you want me to investigate , I can then make a decision as to whether the complaints fall within my remit.
Your email of 12 April (below) states that you reject your obligation to follow that process – I agree that I should have responded to that email, however, until you submit a formal complaint in the published manner, I am unable to take this any further.
Yours
Margaret Housden
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From: Pedlars Admin <pedlars.admin@gmail.com>;
Subject: Fwd: Your complaint to the Department for Business
Date: 13 June 2013 12:27:10 GMT+01:00
To: Housden Margaret (Communications) <Margaret.Housden@bis.gsi.gov.uk>;
Dear Ms Housden
We note that you/BIS remain silent.
This series of correspondence provides evidence of your/BIS ‘policy to ignore stakeholder’s complaints’.
We are now advised to raise your dereliction of duty with the Information Commissioner.
Before doing so please take this opportunity to respond.
sincerely
Robert Campbell-Lloyd
note:
…
Begin forwarded message:
From: Pedlars Admin <pedlars.admin@gmail.com>;
Date: 8 May 2013 11:39:26 GMT+01:00
To: “Housden Margaret (Communications)” <Margaret.Housden@bis.gsi.gov.uk>;
Subject: Fwd: Your complaint to the Department for Business
policy to ignore:
I continue to await your reply.
Please escalate my complaint email 2 May to a Formal Freedom of Information Request.
Please also add to the list that of the Complaints Officer for the Department of BIS.
Robert
…
Begin forwarded message:
From: Pedlars Admin <pedlars.admin@gmail.com>;
Date: 2 May 2013 13:02:07 GMT+01:00
To: “Housden Margaret (Communications)” <Margaret.Housden@bis.gsi.gov.uk>;, Leon.Walder@bis.gsi.gov.uk
Subject: Fwd: Your complaint to the Department for Business
Dear Ms Housden
BIS policy to ignore complaints, stakeholders and the public
BIS: working together for growth?
I replied to your 5 April email on 5 April and again 12 April as below.
Your auto message 12 April invited contact with your colleague Leon Walder.
His auto message 12 April invited contact with his Line Manager Margaret Housden.
Since 5 April you, he and BIS auto replies have adopted a response policy to ignore complaints that is consistent with operatives at BIS including, Rachel Onikosi, John Conway, Jo Swinson, and Vince Cable.
This is unacceptable… in the General Interest.
Pedlars.info acts as a public portal to provide transparency for all concerned with pedlary matters.
It has come to our attention that BIS “policy to ignore complaints” is widespread and also includes members of the public namely Mrs Natalie Cookson and Mr David Chapman each of whom have reported to pedlars.info that they have formally complained about the so called consultation to the BIS points of contact without reply.
This is unacceptable… in the General Interest.
As your position appears to be subject to the same disfunctionality you will please now inform me as to whom it is in HMG that I may register a formal complaint about Civil Servants, a Minister and a Secretary of State “handling” of “complaints”… in the General Interest.
sincerely
Robert Campbell-Lloyd
…
Begin forwarded message:
From: Pedlars Admin <pedlars.admin@gmail.com>;
Date: 12 April 2013 08:59:55 GMT+01:00
To: “Housden Margaret (Communications)” <Margaret.Housden@bis.gsi.gov.uk>;
Subject: Fwd: Your complaint to the Department for Business
Dear Ms Housden
pedlars.info reply to your email 5 April 2013 – no lid on the urn
We have now read the linked document and reject any obligation to duplicate formal complaints already registered with BIS.
As stakeholders our formal complaints have been registered with the nominated contact for the URN.
All formal complaints are about “handling”.
As you have not replied then we conclude that you concur.
We expect that in due course those responsible for instructing you will provide the list of formal complaints about this URN handling.
We will consider the validity of that list.
As we consider this consultation not ended please respect that time is now of the essence.
I await your reply today.
sincerely
Robert Campbell-Lloyd
admin
…
Begin forwarded message:
From: Pedlars Admin <Pedlars.admin@gmail.com>;
Date: 5 April 2013 16:03:23 GMT+01:00
To: “Housden Margaret \(Communications\)” <Margaret.Housden@bis.gsi.gov.uk>;
Subject: Re: Your complaint to the Department for Business
Dear Ms Housden
Thank you for your email.
It will be helpful for you to please inform me who in Team BIS has instructed you to contact me.
The URN12/605 entered on page 8 a complaints procedure that pedlars.info have undertaken through the nominated point of contact John Conway who is yet to fulfill his undertaking.
Numerous other complaints about “handling” have arisen and been registered with BIS.
May I politely suggest that you ask those who have given you the understanding to elucidate those complaints.
You have requested that we undertake an enormous administrative task that at this moment we cannot accept.
We have not as yet studied the link that you offer but will do so asap.
Yours sincerely
Robert Campbell-Lloyd
admin
On 5 Apr 2013, at 14:42, Housden Margaret (Communications) wrote:
Dear Mr Campbell Lloyd
I am the Complaints Officer for the Department for Business, Innovation and Skills. I understand that you wish to make a formal complaint about the handling, by the Department, of the Street Trading and Pedlary Laws Consultation.
I attach a link to the Department’s formal complaints procedure.
https://www.gov.uk/government/organisations/department-for-business-innovation-skills/about/complaints-procedure
Please read and submit your complaint as directed.
Please be aware that I am unable to look into any policy decisions made by this Department, I am only able to look at the way in which the Department has handled your concerns.
Thank you
Margaret
Margaret Housden
Enquiry Unit & Night Duty Manager | Departmental Complaints Officer | Margaret.Housden@bis.gsi.gov.uk
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