Marc Gander - The Consumer Survival Handbook


A 220 page introduction to all things consumer related by our own BankFodder.

Includes energy companies, mobile phone providers, retailers, banks, insurance companies,debt collection agencies, reclaim companies, secondhand car sellers, cowboy garages, cowboy builders and all the rest who put their own profits before you.

£6.99



Patricia Pearl - Small Claims Procedure - A Practical Guide


An excellent guide for the layperson in how to use the County Court - a must if you are intending to start a claim.

£19.99 + £1.50 (P&P)


+ Reply to Thread
Page 3 of 3 FirstFirst 1 2 3
Results 41 to 58 of 58
  1. #41
    Royalties Account Holder ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom's Avatar



    Follow Real_CAG on Twitter
    Cagger since : May 2009
    Posts : 12,561 (3.68 post per day)

    Default I really need help. Npower breached SAR and GDPR

    Quote Originally Posted by BankFodder View Post
    I agree with the suggestion of Plodderton that you should start a small claimicon for breach of the Data Protection Act.

    I never mentioned at the time that this would be treated as a non-money claim which attracts an Application of £355 - if on certain Benefits or low income then it is possible to have the fees waived in part or in full - Form EX160 has details.


  2. #42
    Royalties Account Holder ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom Authoritative ploddertom's Avatar



    Follow Real_CAG on Twitter
    Cagger since : May 2009
    Posts : 12,561 (3.68 post per day)

    Default I really need help. Npower breached SAR and GDPR

    Would dx100 be available to assist with documentation?


  3. #43
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.
    Fleurbelle Novitiate



    Follow Real_CAG on Twitter
    Cagger since : Aug 2010
    Posts : 42 (0.01 post per day)

    Default I really need help. Npower breached SAR and GDPR

    We are not on benefits and I donít have £335 to spend.


  4. #44
    Site Team The Consumer Action Group BankFodder has disabled reputation BankFodder's Avatar



    Follow Real_CAG on Twitter
    Cagger since : Jan 2006
    Posts : 27,963 (6.03 post per day)

    Blog Entries
    17

    Default I really need help. Npower breached SAR and GDPR

    Then you should at least photograph the letters that you send. Please photograph the letters, make sure that they are good quality photographs and in focus and is not as possible. Then uploadicon them here.

    We are very happy to help people here that we expect them to have the minimum of equipment that they need for this kind of thing. You can get a decent scanner for £50 from pc worldicon and it will last you for years. You can operate it wirelessly from your iPad and you will be very pleased that you have it.

    Which SARicon template did you use?

    In respect of the unreturned cheque, do you have the cheque stub?

    I think that if we are going to help you, you're going to have to start keeping better records. When dealing with companies like Npower and most other big bully companies, it's a matter of survival/self-preservation.

    When did you make your complaint to the ICOicon? Did you do this in writing? Do you have a copy of the complaint? Have they acknowledged it? Do you have a reference number?

    Quote Originally Posted by ploddertom View Post
    I never mentioned at the time that this would be treated as a non-money claim which attracts an Application of £355 - if on certain Benefits or low income then it is possible to have the fees waived in part or in full - Form EX160 has details.
    don't worry about this, we will help you present it as a money claim. You make a claim for a very modest amount of compensation. That will be enough to get a judgement.

    Quote Originally Posted by Fleurbelle View Post
    We are not on benefits and I donít have £335 to spend.
    you don't have to be on benefits to get a fee waivericon. You simply have to have a low disposable income


  5. #45
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.
    Fleurbelle Novitiate



    Follow Real_CAG on Twitter
    Cagger since : Aug 2010
    Posts : 42 (0.01 post per day)

    Default I really need help. Npower breached SAR and GDPR

    Look I’m really sorry BankFodder but I have been trying for years to sort this.
    In between a multitude of other stuff which I obviously don’t want to explain here.
    I have tried my best.

    I am learning as I go but sometimes I only have one hand to use and that makes things a tad complicated.
    It’s all well and good saying buy a scanner but I’m actually to daft to work out how to connect the blimmin thing.
    I really am turn it off and on again and hope for the best.
    If help is only available to those with a minimum amount of equipment then a fair few people won’t get help.

    I am unbelievably grateful to everyone who has offered advice and I have actually took note and followed suit.
    Where I have not copied letters I’ve wrote, I have followed up with an email. I have kept replies etc to try and establish a line of proof.

    Currently all I know according to npower is that I am wrong and they are right.
    I will copy the latest letters out here for everyone and if anyone wants copies sending to them, I will.

    Letter reply to latest SAR.

    Dated 31.05.2018

    Dear *******

    YOUR RIGHT TO ACCESS

    Thank you for your letter dated 22nd May 2018 which advises us you wish to invoke your right to access personal dataicon that is held on you npower account.

    Firstly I would like to apologise for your previous requests for information not being auctioned. We have reviewed your account and it appears we have no previous SAR raised which would initiate this process.

    In order to action your request we have raised a unique reference number (URN) **********
    The URN will generate forms which we require you to fill in with specific details of your request and return with two forms of identification.

    Once received we will action your request with the information you have requested sent to you by recorded delivery and a signature will be required upon delivery. All details will come with the forms and accompanied letter.

    I enclose the cheque you have included with your letter for £10 as this is no longer required in line with GDPRicon.

    ************************* ************************* ************************* ************************* ************************* ****


    In response to my letter to the ceo.


    Dear *****

    Thank you for your letter dated 22nd May 2018 addressed to ceo ***
    As a member of the executive liaison team I have been assigned as your dedicated case handler. Therefore the matter will remain my responsibility until it is resolved.

    I would like to take this opportunity to apologise for the previous level of service which you have received. This is in particular reference to the multiple contact which you have made. I am also sorry to hear that the questions which you have asked remain unanswered.

    I would have liked to speak with you this morning however we do not hold your current contact telephone number, as such I am writing to you instead.

    Having reviewed the information which we hold in both our current billing system and our archives, I can confirm that your account was opened on the 27 December 2007 using an estimated start reading 8170

    The gas meter was then exchanged to a prepayment type on 4th October 2009 and the meter company concerned confirmed that the final read on the meter which they took out was 0140.

    I note that you have asked for clarification of the actual billing period that the final quarterly bill covered.

    While I am sorry that I am unable to confirm this, as the statute of limitationsicon states that we should only retain such information for a maximum of 7 years, the overall balance was calculated to be £1983.21 debit at the point the meter was exchanged.

    This was based on the cost of fuel used during the time that the account has been open compared to the amount of payments which we had received over the same time period. It also took into consideration that the invoices produced prior to this date had been based on estimated readings because of the condition of the meter, as you have outlined.

    In terms of how much has already been paid back I can see that a statement was last produced for you on 26 December 2017 using a reading of 12536 which was obtained on 18 December 2017 and showing a remaining balance of £697.13

    Should you wish me to I can also produce an up to date invoice for you upon production of your current master read, which you can forward to me together with your telephone number using the details below.

    In the meantime I can also confirm that you will receive a letter from our specialised subject access request team within the next 10 working days. Please respond directly to the, while also providing the relevant proof of identity and they will gladly process your application within 40 calendar days of receipt.

    I hope that the information I have provided in my current letter has addressed the points you raised and you now consider this matter to be resolved.

    If this is the case there is no need for you to contact me further as your complaint will automatically close in 21 days on the 21 June 2018 on the assumption that you are happy all actions have been completed.

    *******


  6. #46
    Royalties Account Holder ericsbrother Authoritative ericsbrother Authoritative ericsbrother Authoritative ericsbrother Authoritative ericsbrother Authoritative ericsbrother Authoritative ericsbrother Authoritative ericsbrother Authoritative ericsbrother Authoritative ericsbrother Authoritative ericsbrother Authoritative



    Follow Real_CAG on Twitter
    Cagger since : Nov 2012
    Posts : 15,063 (7.06 post per day)

    Default I really need help. Npower breached SAR and GDPR

    law has changed as of last week so no need to send them a tenner and they now have 30 days to respond. they can then ask for a further period to find everything but as yu have been mucked around I would be sending in the new request and then getting on to the ICOicon as soon as the 30 days are up and show them the correspondence refusing the SARicon. Now the law has always said that the data must be securely stored so if it is still important destroying it is a no-no anyway. they are expected to delete your data when it is no longer being processed and with a current customer that would mean never. Funny how these businesses lose important data when they are in the wrong but manage to send you marketing stuff 10 years after you were a customer and to a different current address.


  7. #47
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.
    Fleurbelle Novitiate



    Follow Real_CAG on Twitter
    Cagger since : Aug 2010
    Posts : 42 (0.01 post per day)

    Default I really need help. Npower breached SAR and GDPR

    Just to add I did contact ICOicon and I do have a reference number.


  8. #48
    Site Team The Consumer Action Group BankFodder has disabled reputation BankFodder's Avatar



    Follow Real_CAG on Twitter
    Cagger since : Jan 2006
    Posts : 27,963 (6.03 post per day)

    Blog Entries
    17

    Default I really need help. Npower breached SAR and GDPR

    You said that you have been with them since 2006 but they say that you have been with them only from 2007


  9. #49
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.
    Fleurbelle Novitiate



    Follow Real_CAG on Twitter
    Cagger since : Aug 2010
    Posts : 42 (0.01 post per day)

    Default I really need help. Npower breached SAR and GDPR

    Yes that is correct. They have been the only supplier to this property. Itís impossible I was with anyone else since I lived here


  10. #50
    Site Team The Consumer Action Group BankFodder has disabled reputation BankFodder's Avatar



    Follow Real_CAG on Twitter
    Cagger since : Jan 2006
    Posts : 27,963 (6.03 post per day)

    Blog Entries
    17

    Default I really need help. Npower breached SAR and GDPR

    Did you contact the ICOicon on the telephone or by letter? Apart from anything else, they are not entitled to impose formalities such as filling in a particular form in order to make an SAR. Also, the identity information which they require is really quite unnecessary because they are writing to you freely with personal dataicon at your present address.

    What they are doing amounts in my view to an obstructive approach. Please tell us about the ICO complaint


  11. #51
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.
    Fleurbelle Novitiate



    Follow Real_CAG on Twitter
    Cagger since : Aug 2010
    Posts : 42 (0.01 post per day)

    Default I really need help. Npower breached SAR and GDPR

    I logged the complaint in March. I contacted them again a while ago, will check dates, they said they have a backlog. They gave me the reference and said they will get to me when they can.


  12. #52
    Site Team The Consumer Action Group BankFodder has disabled reputation BankFodder's Avatar



    Follow Real_CAG on Twitter
    Cagger since : Jan 2006
    Posts : 27,963 (6.03 post per day)

    Blog Entries
    17

    Default I really need help. Npower breached SAR and GDPR

    Yes but did you do it in writing or on the telephone?


  13. #53
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.
    Fleurbelle Novitiate



    Follow Real_CAG on Twitter
    Cagger since : Aug 2010
    Posts : 42 (0.01 post per day)

    Default I really need help. Npower breached SAR and GDPR

    Quote Originally Posted by BankFodder View Post
    Yes but did you do it in writing or on the telephone?
    Email and live chat

    From 1st May 2018

    Hi, Please find attached a transcript of your online conversation with us. Regards, Information Commissioners Office
    [1:41 PM] has joined the room
    [1:41 PM] ico_martynb has joined the room
    [1:41 PM] ico_martynb has joined the room
    [1:41 PM] ico_martynb: Good afternoon How can I help?
    [1:42 PM] Hello. I contacted you with all relevant details on the 28th March, I received an auto reply and then nothing
    [1:43 PM] It’s in relation to npower completely ignoring all requests for SARicon
    [1:44 PM] ico_martynb: OK. Is it a complaint you have submitted?
    [1:45 PM] It was an email as requested by livechat complaining about npower
    [1:45 PM] The auto email from yourselves was the 28 March 2018 at 14.21
    [1:46 PM] ico_martynb: OK I have found the case and have enough security information from the above details you have supplied. We have a back log at the moment and are dealing with everything as soon as we can. It is in one of our work queues and I can provide you with your reference number. ..
    [1:46 PM] ico_martynb: RFA********
    [1:47 PM] I really need SAR from npower
    [1:47 PM] Oh thank you, that’s very kind
    [1:47 PM] So you haven’t forgotten me
    [1:48 PM] ico_martynb: We c ertainly haven't. I can make a request to the relevant team for it to be looked at as priority if you like?
    [1:49 PM] Not at all. I’m just grateful you will look at it. I was worried it had been filed and forgotten but if it’s in a queue, then I’m sure you will get to it. Thank you very much.
    [1:49 PM] ico_martynb: Not a problem
    [1:50 PM] ico_martynb: Thank you for using our live chat service. Have a good day.
    [1:50 PM] ico_martynb has joined the room
    [1:50 PM] And you. Thank you again.
    [1:50 PM] ico_martynb has left the room
    [1:50 PM]


  14. #54
    Site Team The Consumer Action Group BankFodder has disabled reputation BankFodder's Avatar



    Follow Real_CAG on Twitter
    Cagger since : Jan 2006
    Posts : 27,963 (6.03 post per day)

    Blog Entries
    17

    Default I really need help. Npower breached SAR and GDPR


    After you are no longer a customer of ours we will retain your information for 6 yearsicon unless we require it for longer to meet our legal and regulatory requirements (for example you are in dispute with us or still owe us for energy you used whilst you were our customer). However, the reasons we need to keep your personal information can vary from one piece of information to the next and may vary in relation to the different products and services you have signed up to so the length of time we keep your information for may also vary. Any information that is no longer required for any purposes will be disposed of by an appropriate means.
    Access to your personal information – you are entitled to see the personal information that we hold about you at any time so you are aware of and can verify the lawfulness of how we are using it. If you write to, email or phone us and ask to see this information, it is known as a 'Subject access requesticon' or “SAR” for short. If it is not clear who we are dealing with or we are unsure precisely what you are asking for we may need to ask you to provide some additional information. We will not charge a fee unless your request is manifestly unfounded or excessive (particularly if it is repetitive) when we may charge you a reasonable fee for obtaining your information based on the administrative costs of providing it.
    https://www.npower.com/home/about-np...rivacy-policy/


  15. #55
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.
    Fleurbelle Novitiate



    Follow Real_CAG on Twitter
    Cagger since : Aug 2010
    Posts : 42 (0.01 post per day)

    Default I really need help. Npower breached SAR and GDPR

    So they are contradicting themselves?


  16. #56
    Basic Account Holder
    Do you record your calls?
    You'll regret it if you don't.
    Fleurbelle Novitiate



    Follow Real_CAG on Twitter
    Cagger since : Aug 2010
    Posts : 42 (0.01 post per day)

    Default I really need help. Npower breached SAR and GDPR

    Nearly £2000 for Gas from dec 2007 to Oct 2009 going by their figures is extortionate. My current yearly assumed consumption is £880. I genuinely donít know how much the average gas bill was in 2007. For information I live in a normal three bed end terrace.


  17. #57
    Site Team The Consumer Action Group BankFodder has disabled reputation BankFodder's Avatar



    Follow Real_CAG on Twitter
    Cagger since : Jan 2006
    Posts : 27,963 (6.03 post per day)

    Blog Entries
    17

    Default Re: I really need help. Npower breached SAR and GDPR

    I've actually just been on the telephone to Npower. It took ages to get through – and eventually I gave up and instead I click the button which said that I was thinking of changing energy supplier. Amazingly I was answered within one minute.

    Anyway I'm afraid I gave the person they're pretty uncomfortable time – especially when I asked how I applied for an SAR and she said that I would have to write in and include a £10 cheque. I then eventually managed to speak to some manager. He agreed that the information I had been given was wrong. He didn't seem to know that formalities were not permitted. He simply said that I would be sent a form to complete. And I would have to return it with ID.

    I then said to him that it was extraordinary that Npower was prepared to send me my bills, send me demands, send me threats, even begin court actions – all to my name and my address without verifying who I was but as soon as I wanted a Subject access requesticon they suddenly raised all these obstacles ostensibly to "verify my identity".

    I also pointed out that on their privacy page although they said one could make an SAR by email, they didn't supply any email address.

    The guy simply kept apologising and said he understood "where you are coming from" and said he would try to come back to me with some answers.

    Npower is such a rubbish company


  18. #58
    Site Team The Consumer Action Group BankFodder has disabled reputation BankFodder's Avatar



    Follow Real_CAG on Twitter
    Cagger since : Jan 2006
    Posts : 27,963 (6.03 post per day)

    Blog Entries
    17

    Default Re: I really need help. Npower breached SAR and GDPR

    I suppose that you may as well leverage the new GDPR. It takes so long to get through on the phone that I suggest that you send them an email to Helpline@npower.com

    In the subject heading, put "Subject Access Request under the new GDPR regime. – Account number XXXX"

    I suggest that you begin by introducing yourself:
    my name is XXX. My address is XXX. You have me on file at this address and this is the address to which you have been sending personal dataicon including bills, demands and other correspondence since 2007. There should be no further question as to my identity.

    Please will you let me have all personal data which you hold about me in respect of any matter and for any period of time. This includes data which may be archived or otherwise stored by you or on your instructions. I require all personal data which you hold about me in any form including correspondence, internal correspondence, screen notes and memoranda – and any other personal data that you store about me.

    I understand from your website that you store all data relating to me for as long as I remain a customer plus a further six years after I cease to be a customer of yours.

    Please note that under the new GDPR regime you have 30 days to satisfy this statutory request. You are not entitled to levy a fee. You are not entitled to demand that I make my request in any form other than this email and you are not entitled to demand that I comply with particular Npower formalities.

    You are entitled to verify my identity but as I have supplied you with my name address and account number and these are the details which you use routinely to communicate other personal and confidentialicon data to me, it is clear that I have satisfied all the requirements for a valid subject access request.

    Please will you confirm receipt of this email and that you will comply with my statutory request.

    Please also note that if you cause any difficulties or impose any conditions or cause any delay then I will begin an immediate complaint to the Information Commissioner.

    Yours Faithfully
    Please do understand that if they causing difficulties then I shall be advising you to begin a small claimicon in the county courticon for this breach and the previous breaches. It may be that you are not prepared to do this in which case you should simply send off without the threats which I have put in green. I expect that they will then send you the form and impose the identity requirements and although you will be able to satisfy them, I expect it would add another 15 to 30 days onto the process.

    Then when/if they eventually send you something, you will probably still find that it doesn't comply and doesn't contain all of your data in which case you will still be in the same position which is that you will have to choose to bring a small claimicon or frankly, do very little.

    Tell us what you think.

    If you bought a small claim then I would suggest bringing it for a modest amount – say, £100, to compensate you for the expenses you have been to in sending off the SARs and also the distress you have suffered by having to deal with their breaches.

    Of course you could lose the case in which case you would lose your claim fee and a hearing fee – but I expect it is unlikely. However, you must be aware of the risk. If you win, then you will get all of your fees back plus the money you have claimed – which will be enough to buy you a scanner and something left over.

    It may also be the first step in getting rid of this problem it seems to have dogged you for so many years.

    I'm afraid it all takes effort and it shouldn't be necessary that a huge number of companies like this and Npower is one of the worst.



Reclaim the Right Ltd. - reg.05783665 in the UK reg. office:- 923 Finchley Road London NW11 7PE
We use cookies to personalise content and ads and to provide social media features. We also share information about your use of our site with our advertising and analytics partners. See details