My complaint:
On the 27 July 2020 I received the annual letter from ESA St Helens, dated the 21st, asking to show changes to savings etc which I duly posted the next day. Late on Saturday 22 August I received a second letter, posted from the ESA on the 18th implying that I hadn’t replied to the first letter giving me until Tuesday 25th to reply. As the last post was mid-day in my town this second reply would only have gone out from the Post Office on Monday the 24th. My concern is that I will be penalised for you not receiving my new reply in time. This is the second time that this has happened. I tried to complain by phone but after being put on hold for over half an hour I had to turn to complain.biz to find their service as you don’t have an email complaint service, just post to the same mailing centre!
Suggested solution:
Have a service that allows recipients of ESA to email in bank statements etc. Give more time on replies or use 1st class post
