To get your complaint dealt with quicker

**One of Them** · 12th August 2006 08:57

So its not bouncing around internally, send it to

Halifax icon

PLC
Customer Relations
PO Box 548
Leeds
LS1 1WU

This is the address for our backscanning department, your complaint will be scanned onto CPS (our internal workflow system) and a complaint will be logged on Solve.It

You will be aknowledged within 5 days as per the handling procedure, then it'll get moved to be worked.

Just so you know there is A LOT of complaints at the moment, and they're worked as an oldest first situation, from what i know there is A LOT of people working A LOT of overtime now and have had to be taken off several other projects such as endowment complaints etc to deal with these.

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**Thailand** · 12th August 2006 09:00

Your a star miss BW!

**One of Them** · 12th August 2006 09:01

It saves you sending it to branches or trinity road, they just get faxed to Nexus in Leeds anyway, cut out the middle man.

**barracad** · 12th August 2006 09:27

So how does that affect people who are not making a claim - i.e. the people on this site who are claiming back the unlawful charges banks have imposed?

I assume a backlog of complaints should make no difference to this whatsoever seems as we make it clear we are not making a complaint.

**One of Them** · 12th August 2006 09:36

They're all complaints, they're dealt with the same

**barracad** · 12th August 2006 09:38

It's not a complaint - it is a request for refund of unlawful charges.

You mean the bank decides to treat it as a complaint. If they decide to do that and can't deal with it in time then that's their problem.

NATTIE · 12th August 2006 09:39

The FSA guidelines state that a complaint is any form of dissatisfaction whether justified or not. Most banks are dealing with letters re charges as complaints.

**One of Them** · 12th August 2006 09:54

Originally Posted by barracad

It's not a complaint - it is a request for refund of unlawful charges.

You mean the bank decides to treat it as a complaint. If they decide to do that and can't deal with it in time then that's their problem.

Quit pro-quo, its the way its dealt with

NATTIE · 12th August 2006 10:00

oneofthem- FSA have clear guidelines and the banks have a duty to deal with the complaint as speedily as possible, so it is tough if it isn't dealt with on time. The complaints re charges has been clearly known by NW since February and a process defined as to what to de with letters re charges. I would think you guys are similar

As an aside, are you here to help? (sorry but the paxman in me hasn't seen a yes on other thread so I thought I'd ask for 5th time) I think it maybe yes?

**dollies01** · 12th August 2006 10:00

Ive noted that address..........thanks

Only thing is.........

can you send recorded delivery letters to a PO BOX?

**barracad** · 12th August 2006 10:17

Originally Posted by dollies01

can you send recorded delivery letters to a PO BOX?

Yes.

But there is really no need to send your letters by Recorded Delivery - just an ordinary First Class stamp will do.

**One of Them** · 12th August 2006 10:21

Originally Posted by natweststaffmember

oneofthem- FSA have clear guidelines and the banks have a duty to deal with the complaint as speedily as possible, so it is tough if it isn't dealt with on time. The complaints re charges has been clearly known by NW since February and a process defined as to what to de with letters re charges. I would think you guys are similar

As an aside, are you here to help? (sorry but the paxman in me hasn't seen a yes on other thread so I thought I'd ask for 5th time) I think it maybe yes?

I need my job, therefore i will not give you a definitive yes or no

NATTIE · 12th August 2006 10:27

I have my job and I am not scared of posting useful info on this site. Although I am posting what I know and being clear not to identify myself or where exactly I work. The guidelines on complaints issues you can comment on becuase it is in the public domain, ie that you receive a complaint letters sent out fsa reportable etc, etc,

The second point as an aside are you her to help is simple YES or NO, the Paxman in me jumps out again!

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