Thunderpuss2k vs Abbey National (Cahoot)

thunderpuss2k · 10th July 2006, 15:15

Data Protection Act Subject Access Request sent 25/5/06. Signed for on 30/5/06. To date, no response. 41 days elapsed at date of this post.

caro · 11th July 2006, 13:59

Time for a Data Protection LBA from the Bank Templates Library methinks.

thunderpuss2k · 11th July 2006, 15:22

Quote:

Originally Posted by caro

Time for a Data Protection LBA from the Bank Templates Library methinks.

What a good idea

On the case now..

thunderpuss2k · 16th July 2006, 01:45

LBA sent 11/7, Royal Mail appear to have lost it - or at least can't prove delivery (yes it went recorded, and yes quel surprise it's gone walks).

Suggestions as to what to do next appreciated..

thunderpuss2k · 16th July 2006, 03:36

Don't worry, I figured it. Emailed a copy of the original Data Protection Act Subject Access Request and the LBA to Abbey Complaints, their Data Protection Manager, the MD of Cahoot and Cahoot's Head of Customer Contact. If that don't work, then it's time for Court action to force compliance.

c_allen · 16th July 2006, 08:05

good move hope you get them soon

thunderpuss2k · 17th July 2006, 11:46

Email this morning from David Freeman, Cahoot Service Relationship Manager.

Quote:

Dear XXXXXXXX,

I'm contacting you further to your recent e-mail addressed to John Goddard regarding your cahoot current account. John Goddard, cahoot's Managing Director, has asked me to respond to you on his behalf and keep him updated.

Firstly I'd to sincerely apologise for the delays in sending you lists of account transactions and charges relating to your cahoot current account. I've reviewed our records and it appears that we didn't receive your letter dated 25th May.

We received your letter dated 11th July on Friday 14th July and wrote to you on the same day providing the information you requested. You should receive our letter either in today's post or tomorrow. For your records I've attached the list of transactions in an Excel spreadsheet below.

Again, please accept my apologies for any inconvenience caused.

If you've any further queries or wish to discuss anything in greater detail, please do not hesitate to contact me via e-mail at: service.relationship.team @cahoot.com.

Yours sincerely,

David Freeman,
cahoot Service Relationship Manager.

My response..

Quote:

Dear Mr Freeman,

Thank you for your email and spreadsheet attachment.

I am concerned that you didn't receive the letter I sent to you dated 25th May, as it was confirmed delivered by Royal Mail on 30th May 2005. I have attached the proof of delivery receipt which contains the name and signature of person who signed for the letter, hopefully it will assist you in investigating why the letter did not reach the correct department.

Yours sincerely,

thunderpuss2k · 17th July 2006, 11:56

£475 of charges between June 04 - May 05. CC interest (for information only at this stage) £64.

Prelim in post today (17/7/06).

caro · 17th July 2006, 16:32

Keeping them on their toes I see. I like your response about the letter that they apparently didn't receive. Well done.

thunderpuss2k · 17th July 2006, 16:36

Quote:

Originally Posted by caro

Keeping them on their toes I see. I like your response about the letter that they apparently didn't receive. Well done.

Cheers Caro. Just sent off the prelim, might PDF and mail it over to them as well seeing as I've got their full attention just now

(edit: which I've just done)

thunderpuss2k · 17th July 2006, 16:41

Oh, and just to make sure he got my reply (as they seem to like losing things), I dug out his direct email address and forwarded my original reply, plus this covering note:

Quote:

Dear Mr Freeman

Please see below the response to your email this morning. I've just noticed that it went to a 'generic' email address, so to ensure you get my response I'm forwarding it to directly to yourself.

Yours sincerely,

caro · 17th July 2006, 17:09

Quote:

Originally Posted by thunderpuss2k

Oh, and just to make sure he got my reply (as they seem to like losing things), I dug out his direct email address and forwarded my original reply, plus this covering note:

LOL Belt and braces approach eh. Good for you.

thunderpuss2k · 20th July 2006, 11:47

Quick update. Letter arrived this morning from Nanya Kavia at Cahoot.

Quote:

I am writing to you regarding your recent request for a subject access request with a view of obtaining a record of all charges applied to your cahoot accounts.

In order to prevent charging the fee for a subject access request and providing large volumes of information that is not related to your query, I have included a list of all transactions including charges that have been applied to your accounts since opening.

etc etc.

Fantastic. It was a Data Protection Act Subject Access Request, but hey I know they don't read letters anyway, so.. and I haven't been charged? Where's my refund then

caro · 20th July 2006, 13:04

If you are happy with that then fine. However I wonder why they choose to do that for you rather than comply with your Subject Access Request. Maybe I am just too suspicious and cynical, but I find it hard to trust the banks etc.

thunderpuss2k · 20th July 2006, 13:24

Slight correction on my previous post, what I put in the letter was:

Quote:

Please supply me with a complete list of transactions and charges relating to my bank account since the date the account was opened. Alternatively a complete set of statements for that period will be acceptable.

Which they've complied with. What they haven't done, however, is disclosed any indication or notes of manual intervention - or said why they haven't.

Still, I'm happy. I got the data I wanted (via email on Monday and post today), so case closed on the Data Protection Act breach.

Now all they've got to do is respond to the prelim by 28th July, otherwise it's LBA time. As David Freeman said in his last email: "I've printed a copy of your letter dated 17th July and will ensure that either myself or one of my managers responds to this within the designated timescales."

thunderpuss2k · 20th July 2006, 13:25

I said..

Quote:

Dear Mr Freeman,

Thank you for your email and spreadsheet attachment.

I am concerned that you didn't receive the letter I sent to you dated 25th May, as it was confirmed delivered by Royal Mail on 30th May 2005. I have attached the proof of delivery receipt which contains the name and signature of person who signed for the letter, hopefully it will assist you in investigating why the letter did not reach the correct department.

Yours sincerely,

To which he replied..

Quote:

I've investigated the reason for not receiving your letter dated 25th May and it appears that the signature on the delivery slip is not one of cahoot's Post Room staff. I've asked the relevant departmental manager to review this situation and ensure that there is no future recurrence

Hilarious..

CAG Products - We think that these will help you to make your claim or Reclaim your Right These sales also help us to keep helping YOU and keeps this site free of third party adverts!

Small Claims Kit--	Small Claims Court Guide New Edition	CallBurner - Skype CallRecorder Review	Last Will & Testament Kit	Fight a Motoring Ticket

Alternatively you could purchase a CAG email address here, or maybe you'd prefer our address labels here
UPDATE: Consumer Forums ConsumerWiki is now LIVE - click here: ConsumerWiki