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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Sainsbury’s Justin King shows how to care for customers

This is a post from 2012

Last Christmas I arranged a Sainsbury’s delivery. Free delivery for over a £100 for the Thursday. Family, visitors and all that stuff ensured it was a large order. Over a week or so I added to it. Now, you have to ensure that if you change your order at all that you must checkout again. You can amend your order until 11pm the day before delivery.

So, there I was amending my order and went to checkout at 11.01pm and lost my order! I could have cried! I telephoned Customer Services who were really unhelpful. I pointed out that no-one else could have taken my slot at that time and they could fax the order through to the store particularly as the delivery was for the afternoon. They would not help.

Santa Mildrew
Happy Christmas at Sainsbury’s!

Although partly but not all my fault, I had still received poor customer service and their system wasn’t great.  So, I trawled their site (and I do think that the section has now gone!) and found some wording that suited my needs! It said something along the lines of completing the order by 11.00pm but not actually checking out. (Sorry at the point of finding all this out I didn’t know I would need to keep it all as reference for a Blog so don’t have the actual wording!) So, armed with this ambiguity, the fact that their site is slow at checking out time and the CEO’s email address from this ceoemail.com. I emailed Justin King.

So after pointing out the appalling customer service and how I would never shop at Sainsbury’s again and they would be losing a good customer and a few more moos here and there I requested that I still got my order even paying for the delivery for the following day if necessary as I appreciated that he would not read the email until several hours later. (That was kind of me I felt).

The response was amongst the cream of the crop in the hundreds of replies to complaints over the last few years. Justin King responded personally. Excellent start. It used to happen occasionally, but as people are getting access to CEO’s emails more readily it usually gets passed to his/her Executive Office, but at least it is not the Customer Service department. It IS more likely to get a better response so don’t be disheartened if you don’t get a response from the CEO anywhere when you complain. As for business, well look what happens when the CEO responds personally. Word gets round that you care about your customers. Care about your customers the profits will look after themselves.

Justin King apologised for the Customer Service most profusely and stated that I would get the delivery the following day and some compensation. Pretty good eh? Actually it was better than that because I got through an email from the website thanking me for the order and providing the list of my items and a new delivery date/time and another email with a £30 voucher before I even got the email from Justin King. It is of course most likely that he got someone to sort this out rather than arranging a delivery himself (I don’t think my name precedes me that much!) However, he did something and he wrote. At the very least he ensured that the Customer Service I received once the email to him had been read was superb.

Also worth a mention. I’ve often complained to Sainsbury’s and Tesco and without doubt Sainsbury’s respond more appropriately, do what they can to make amends and always provide vouchers. Treating your customers well and apologising with the word “sorry” and offering goodwill gestures encourages loyalty. Everyone makes mistakes, it’s how you address them that matters.

However, an update as of 05/05/15 I don’t think the new CEO is good for Sainsburys. Look at what he’s done with the rewards card. The jury is still out with Dave Lewis at Tesco but I do think it is going on the right direction. But who is loyal to any of them?

Evaluation

Said it before and I’ll say it again, customer service comes from the top. Justin King clearly sees that Customer Service is vital in gaining and retaining a top position over other supermarkets. It does work, I have been and will continue to use Sainsbury’s more. Compare this with Tesco customer service where there appears to be a quite different approach to customers.

Sainsbury’s contact details
Customer service email here
Customer service ‘phone numbers here
CEO email address here

Update 07/09/16

The tide is changing with a change of CEOs in both Sainsbury’s and Tesco. Sainsbury’s profits wounded in supermarket price war, Sainsbury’s nectar turns sourThe Complaining Cow’s history with Tesco

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

But if you want to complain to any supermarket you may find the bestselling book GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! useful.