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Hi all, new member, I am currently disputing the behavior of Norwich Union, who's business behavior beggars belief, I have been in contact with the FSO after sending them two letters the latter a month ago and also sent them emails, none of which they have responded to, not even an acknowledgement, speaking to them was equally poor, quite simply, "we do not know when we will look at your complaint", surely by admitting to this, they are dysfunctional, am I wasting my time involving these people.
According to their policy if you make a complaint they acknowledge your complaint within 2 working days of receipt.
N/U aim to resolve complaiints with 5 working days.
And who do we complain to about the FSO????
NatWest
Data Protection Act Letter - 06/08/2006
Statements rec'd 14/9/2006
Preliminary Letter sent - 27/9/06
LBA - 18/10/06
Claim with Court - 31/10/2006
Got until 14/11/06 to acknowledge.
7/11/06 Received ltr offering full settlement minus
interest + court costs
12/11/06 - Rejection sent
17/11/6006 - Natwest Acknowledged
4/12/06 - Rec'd Natwest Def (Cobbetts)
5/1206 - Rec'd partial offer (Cobbetts)
THE WOOLWICH
Data Protection Act Letter - 06/08/2006
List of charges rec'd - 04/9/2006
Prelimary Letter sent - 06/09/2006
Response - 'fully investigating' - 11/09/2006
Claim with Court - 20/10/06
Acknowledged - 20/10/2006
Defence by 17/11/2006
AQ to be returned - 11/12/2006
Court Date - 14/02/2007
**SETTLED IN FULL**
CAPITAL ONE
**SETTLED IN FULL** 3/11/06
Followed all of the procedures as layed down by Norwich Union themselves, still no reply, all letters sent by recorded delivery, was forced to speak to them only last week regarding the claim, promised they would call me back to assure me that the matter was now settled, what have I heard, sod all that's what, however only this week received a letter from the CEO Office at Norwich Union, the Ombudsman had written to them, strangely the letter from Norwich union was signed by the Chief Executives Office, no contact name provided, I think they are pathetic.
Hi. Sorry you have been let down. Let me know if your complaint hasn't been dealt with yet. I lead the Customer Relations office (the CEO Office). I am really embarrassed that our letter didnt have a contact name. Apologies.
Hi Risky1. The latest data i saw was that the fos upheld 88% of Norwich Union decisions when the customer had refused to accept the NU decision and had used their right to escalate to the FOS.
I work for NU, and have moved to the Life & pensions side of the business. But, we are all one 'group' including NUD, so any customer with an issue can come to me.
That said, the decision that will be made will be no different to if the customer complains through the usual routes. That wouldnt be 'Treating Customers Fairly', if just by contacting someone 'high up' you get a positive outcome. All I will do is make sure the complaint gets looked at as quickly as possible.
Hope that makes sense? Ofcourse, the ideal for us is to keep all our customers satisfied and not needing to complain!
Norwich Union and the FSO
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