Thread: Compliants procedure?

Oh sounds not very good.

Don't accept written complaints? Thats not on and probably not true at all.

Are they regulated by anyone? (Just about everyone is somewhere along the line)

Thanks, i'll check the ombudsman list, they are regulated.

Any other suggestions?

Carl,

Is this a Financial Services corporation? If so then they are regulated by the FSA and they will have to operate very stringent complaints procedures and if they don't meet them then you can go straight to the FSA.

Anyway, what I normally do is find the telephone number of their registered office (i.e a telephone number that won't get you through to a call-center muppet) then ask to speak to the chief executive. Hopefully you should get through to the secretaries department (or possibly you will get diverted to complaints department if the switchboard find out what you want). I then tell them the complaint, giving full details including the names concerned and tell them that as they seem incapable of doing anything about it then I'm planning on contacting Watchdog (or their regulators). I normally find that gets some action - got a nice discount off a fitted kitchen earlier in the year because the company concerned messed me around with arranging fitting dates.

Ian

I'll do exactly that. It is a financial service. They are holding shed loads of my money, and i cannot access it until they sort the problem out. Hence the lies are upsetting me a bit.

(shed loads may be an exaggeration LOL)

Carl

Seriously if you get no-where in the next couple of days, then phone the up again and let them know that you are contacting watchdog and you would like to send a copy of the letter to them - this way you will get some type of complaints dept or address.

As for watchdog - believe me the effect is amazing. I also had major problems with a large company who won't remain nameless (WHSmith). It was to do with ordering online and delivery of xmas presents that still hadn't turned up in February. I got in touch with Watchdog and because it was related to Internet Shopping - which is a major issue in WD eyes, they got on the case straight away. After waiting nearly 3 months, my goods arrived within 4 days. I received a phonecall from WD asking me to go on their show, and also a call from some manager in WHS who was extremely apologetic.

I wasn't really bothered about apologies, although it was nice to receive one, but I was concerned that I had paid for goods which should have taken 3 days to arrive, and there was still no sign almost 90 days later.

I really would recommend going down the WD route if it relates to online shopping.

Hope you get it all sorted.

I'd come to a similar conclusion myself before i asked here. Watchdog obviously has a big name for itself. I'm going to carry this through, but feel that the ombudsman is probably the official channel, so i'll do that too.

Are trading standards worth it anyone? I hear lots of people saying they complain to them, i've not heard many coming back with a quick and good resolution though.

<blockquote><strong><em>Quote:</em></strong><hr>It is a financial service[/quote]

In that case they are definately telling porkies about not accepting written complaints. Ring up and ask to speak to their Compliance department - they will take this very seriously!

I've just come back from Watchdog. :O)

I'm about to check their website out for a way to start a complaint. I've had enough of the phone with them.

There website makes it impossible for me. It has a complaints link, but that send me to MyAccount, and tries to log me in. Part of the problem is i cannot do this at present. So i canot complain this way.

The tel no. on the page is to 'customer relations' the people who have already had 3 chances.

Looks like i do need that head office number.

Complaining used to be easy...

This is incredible. Just found another number. Ended up speaking to the same department. tried to put me through to complaints after 10 mins explaining the problem.

The reply:

Sorry, but there's no-one in complaints, we can't put you through. I've taken a note of this problem now. If i can take your number, we'll get back to you

Carl, don't know if this is possible from a geographical point of view but why not turn up on their doorstep and don't leave until somebody in authority sees you?

Also, if you haven't already done so prepare a "diary" of what the problem is and what has happened on certain days and how this has affected you. Keep a note of phone calls made and the names of people you have spoken too. In fact you could email this "diary" to every email address on the site marking it for the attention of the CEO or similar.

Also, be a ba***rd on the phone. Sometimes I think that we are too polite as a nation. If somebody tells you that they'll "take your number" and get back to you tell them that this is not acceptable. Then ask for their name and the name of their manager, then ask to speak to their manager. If they fob you off, ring them back every 5 minutes. Do you see what I mean? Be a complete and utter pain and do not take NO for an answer and do not accept second-rate so called customer service.

If somebody had told me twice to call back in 6 days I would politely tell them where to go. I have never heard anything so outrageous or ridiculous.

Go for it mate!

Kieron

It's not possible to pop-in, i already would have otherwise.

I'm not being easy on the phone at all. Im also not waiting the amount of time they ask me to each time now.

I'm scared of being to harsh though, they are fundemental to the operation of things at present. I need the problem fixed, i don't need to hear:

" we don't belive it's in our interestes to deal with you further".

Give me some time, i can make this decision for myself, but i can't have it forced.

I've had this before when my complaining has been a little harsher than average :lol:

Guaranteed way to get info from companies like these-

phone up and compliment them on a really great service (obviously don't give your real name) and you would like to contact the ceo personally to let them know (address, telephone number)... its suprising how many people will actually remember names, addresses & tel no.s

if all else fails- a financial institution will have a complaints procedure and it is (i think) law to give customers details if they request it...plus are the telephone calls recorded?

if its a financial bank thing that has a short name and begins with an H - i can get you contact details

Carl
Something that has worked for me in the past - try phoning the press office (or PR department). The kind of people in the press office are likely to be very savvy about complaints coming to light outside the organisation - might be worth a try.