How to increase a bank’s offer of redress

Change of name with the bank

Halifax Halifax Halifax. I have a choice of 3 complaints to do here. Actually 4 if you count the one I did for a friend and got her £500. Now which one today? Toss of a coin (yes 3 times don’t try and get clever with me you know it aint gonna work). Let’s take the most recent one.

I changed my name. Yes ha ha ha ha haha to all those companies to whom I haven’t yet complained who think they have my name. You don’t and you don’t know to what I changed it ner ner ner ner ner! (Slightly unnecessarily childish particularly given that I have just tweeted “How childish can politicians get? Seriously. “I win I got my Royal Charter” “I win I got my Law” Grow up & do what’s best 4 ppl!” But hey ho moving on).

So, got the  Deed certificate, paid for legal copies as some financial institutions needed them and others were happy with copies. Sent off details to Halifax and asked a simple question about fees on their card. You’d think that would be quite simple wouldn’t you, well obviously not or I wouldn’t be writing about it would I?!

The Halifax correspondence

From Halifax

I got a letter back addressed using my former name, not enclosing my document and not answering the question, but enclosing a new direct debit form! Fail on 3 counts! Rude huh?  So I complained. Obviously.

I got a letter back offering me £30. Now, I’ve said it before and I’ll say it again if you don’t think that the amount reflects the inconvenience or time spent on the matter, particularly when they don’t apologise or explain the issues…. complain again. So I did. I was particularly pedantic actually.

From me

I pointed out the following to Ms R:

keyboard Bank made a mistake? Not happy with offer, how to get it increasedShe said Halifax disposed of the document because it was a copy. (Oh yes Dear Reader did I not mention that earlier? Halifax destroyed the legal copy that I PAID for!) It was not a photocopy. It was a “Certified legal copy of a Deed of Change of Name (Deed Poll)”. I expected to be reimbursed!

She requested that I send my deed poll to the same address as before. Given that this was the address at which I had my property destroyed I refused to do that again and enclosed another legal copy to her and trusted that she would at least not destroy it and return it!

I received no explanation why, when my property was destroyed, no-one wrote to me to ask for (actually another) the deed poll. Had I not complained I could have continued to wait for both my deed poll to be returned and to receive my new credit card!

She completely ignored by question about the Card and I asked for a third time and failed to explain or apologise for why I only received a direct debit form and covering letter which ignored the two out of three points of my letter. I found this extremely rude and unacceptable.

Now here’s the particularly pedantic part. I wrote “I quote from your letter “I can see that we’ve let you down with some of the points you’ve raised. However I hope I’ve explained that there are some instances where I believe our actions were necessary.” This would indicate that you believe, as you have written in the plural, that at least two of your actions were necessary and acceptable. Please explain which these actions are. Destroying property which does not belong to Halifax and I had to pay for, not writing to me regarding this, ignoring my query about the credit card and writing to me in my former name are my list of complaints (to which I have added today). I do not believe that any of these actions (or non action!) were necessary, some were just downright rude. Please do explain which two you deem as necessary as I am very interested and it is these that I shall highlight to the Financial Ombudsman in particular”.

I also expected more than the £30 offered.

Haifax redress

I got a response. In short, £12 reimbursement for the deed poll and £100 for the inconvenience.

So that was that. Nah, I’m pedantic remember. So although satisfied with the amount, I did need to write again and point out that I had requested the money be sent in a cheque and not put on the card which she didn’t do! So, as I had to write again I hoped that the following points would help her in the future.

1)       The first page of her letter was a photocopy and not the original on letterheaded notepaper.
2)       Fifth bullet point, incorrect use of an apostrophe in the word “fees”
3)       “are charges” not “is charges” would be grammatically correct (as in my letter which you could have copied)
4)       “You have been advised there is…” No, I advised you on this point and the instances are plural and therefore “are” not “is” is appropriate.
5)       No new paragraph on what should have been the first new paragraph on the second page.
6)       “…should be made clear to your at the time” should have been “you” not “your”
7)       “Halifax so not apply any loading..” doesn’t make any sense, I assume that you mean “do”
8)       “…and enclosed your Deed…” “enclose” not “enclosed”

Just a little bit....;)
Just a little bit….?

There were a few other things, (not least that she didn’t answer the point about which issue I complained about was necessary) but I won’t bore you now seeing you got this far! Well honestly, I do expect a letter from a bank to be written and checked! Yes, I could have saved my time but frankly, the poor quality letter writing annoyed me and anyway I was being helpful! Perhaps it helped in her future work. I freely give tips for companies  on how to avoid complaints!

So, share your experiences of the banking world. Which one is good which one is bad? I have found HSBC pretty good but last time I wrote to them customer service standards were going down and I had to write to the CEO. What do you think of your bank/building society/credit card companies?

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A New Programme Format! People on Their Own Gaining Redress from Companies!

Yesterday Martin Lewis asked for people who have had successes with gaining money back using Section 75 of the Consumer Credit Act. Obviously I have! More than once! Having good stories to tell I got in contact with Laura. She wanted me to come in to be interviewed this morning. I couldn’t because I wouldn’t have been able to get there in time (despite her kind offers of help). She told me that for the rest of the series they will be looking at people that need Martin’s help on various topics. This is the only segment where they needed to find people to talk about their success stories. For example, they’d be looking for someone who has had a private parking ticket further down the line, but not someone who has already successfully appealed against it. (Of course I have had success appealing a parking ticket!)

The excellent Watchdog, and charismatic Dominic Littlewood etc. all focus on people who need help in gaining redress. How about a programme showing people who are doing it without help?  Don’t get me wrong, there is certainly a place for these informative programmes (even threatening to take matters to Watchdog is often enough to get what you want!) and they do cover the more difficult ones where often I would simply be taking the company to Court. (Yes done that and won too more than once!) However, in addition to this style of programme wouldn’t it be good to see normal people challenging CEOs on their customer service? Or simply gaining redress on simple matters? Wouldn’t that make for a different kind of programme? It would be just as helpful as the other types. Sometimes people watch Watchdog and think that there’s no point in trying to gain redress from companies because it’s too difficult, takes too long or they don’t have the knowledge. I would love to see (be part of even!) a programme where average people assert their legal rights and indeed are part of improving customer service with their feedback. This might encourage people to fight too! I’d give Anne Robinson a run for her money if I could speak with Phillip Clarke  CEO of Tesco who ignored me! More than once. Perhaps some more women on there too BBC?!

Would you like to see a programme where you see people fight back at companies treating them inappropriately? Find it interesting, useful, and/or helpful? Who wants to put the TV series proposal together?!