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Robinson Way - Incompetence

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I was contacted by Robinson Way, telling me I owed HBOS just over £4600


On disputing this and asking for a copy of all related paperwork for this debt I was then told that I would need to contact HBOS for this information as it was them who held it all .... this I refused to do as RW had bought the debt from HBOS and should have all associated paperwork.


After numerous phone calls from RW I actually received a call from somebody who seemed to know what they were talking about, as when I stated for the umpteenth time that I had requested copies of the signed credit agreement from them, they actually agreed to send copies and statements of accounts/payments to me.


I received said credit agreement and contacted RW by telephone immediately as the details on the agreement differed from mine in a number of areas:

  1. Full Name: the person identified had a middle name, I do not
  2. Address: the person identified lived at the other end of the country .... somewhere I have never lived
  3. Mother's Maiden Name: not my Mother's name
  4. Occupation: again, nowhere near any job I have ever done
  5. Earnings: way above any of my salaries
  6. Signature: nothing like mine.

I was told over the phone that as I had highlighted these points the debt would be passed back to HBOS to investigate and I would receive written confirmation from RW that the debt was nothing to do with me.


3 weeks pass and I had not received anything further from RW so I again spoke to them to find out why I have heard nothing, and am told that everything is still with HBOS.


Today, I get a further call from RW to advise that the collection of the debt is on hold, but they require a letter from me stating the reasons why I am disputing the debt/alleging identity theft, to which I had a few choice words to say to the person on the other end of the phone .... whilst also stating that this was not a direct verbal attack on her, but astonishment at the incompetence of RW as a whole, I wanted to know:

  1. Why I had not been advised almost 4 weeks ago that they would require my reasons for disputing this debt in writing,
    The Response .... I'm advising you now.
  2. Why had it taken me numerous attempts to obtain the initial paperwork from them in the first place ... including being told that I should contact HBOS personally
    The Response ... I don't know the full history
  3. How long this would take to be resolved as I could be looking for a mortgage in the very near future, and having this supposed debt on my credit file would jeopardise my chances ... and if it did stop me getting mortgage approval I would be taking action against RW.
    The Response ... I don't know

Anyway, the upshot is that they will now get the letter detailing my reasons for disputing the debt with HBOS, and also a letter of complaint to their Customer Services/Collections Manager.

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NEVER deal with them on the phone.


If you do everything in writing from day one, then you have a trail of avidence to back up your complaints to Trading Standards and the Office of Fair Trading, not to mention the Information Commissioner's Office.

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Whilst concurring with 1's advise not to speak to them over the 'phone, when you do put your letter of complaint in do so using their internal complaints resolution procedure and use the appropriate address....






For a little light hearted reading take a read of my Robinson, Way & Co thread!


They aren't the brightest light in the box, but i'm guessing you've already worked that out! :roll:


Good luck, Dave.

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I concur - it's only when you have everything in writing that you ahve a leg to stand on.

All help is merely my opinion only - please seek legal advice if you need to as I am only qualified in SEN law.

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When you do write to them, pointing out you advised them on the phone, your reasons for disputing their letters to you ask them how they intend to make up for the distress and inconvenience caused to you by this matter.


You could gently remind them that a complaint to the Financial Services Ombudsman is being considered. That will cost them at least £400 - they must surely have had their two free investigations by now!

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Robinson Way - incompetence. As good a summary of this company's operating standards as I've seen.
Robinson Way - The Epitome of Incompetence. Sets the standard that others often lower themselves to. Allegedly:D
  • Haha 1

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Thanks for all your advice.


The letter has now been sent off to Robinson Way and copied to the Customer Care Manager at London Scottish (sent by email with hard copies following by recorded delivery).


We shall see what they come back with :rolleyes:

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Thanks for all your advice.


The letter has now been sent off to Robinson Way and copied to the Customer Care Manager at London Scottish (sent by email with hard copies following by recorded delivery).


We shall see what they come back with :rolleyes:

For your info', they're one and the same, but it shows that you mean business...


Regards, Dave.

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I had a run in with this firm in May and June this year for my son - nearly 20 phone calls they made but they wouldn't put anything in writing to him or disclose anything to me - oneofakind is write don't phone them, just write to them and keep a paper trail and notes of any phone calls they make - most of these debt collecting organisations dont like dealing with the written word as it ties them down



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For info ... this is he text of the letter sent


The Collections Manager

Robinson Way & Company Limited

London Scottish House

Quays Reach

Carolina Way


M50 2ZY

6 November 2007

Re: Ex HBOS Account


Dear Sir or Madam:

Further to a telephone call from one of your representatives yesterday, Monday 5 November 2007, regarding the above debt I am writing to confirm the reasons that this debt is no responsibility of mine.

These points, listed below, were stated in a telephone call to your office in mid October.

1) Full Name: the person this debt applies to, ……………………….. has a middle name

a) I do not have, and never have used a middle name.

2) Address: the person identified lived in Clacton on Sea, Essex at the time of the application.

a) I have never lived anywhere in Essex

3) Mother's Maiden Name: ……………….

a) This is NOT my Mother’s maiden name

4) Occupation: Electrician

a) I have never worked as an electrician

5) Gross Annual Income: £25,000

a) Not my gross annual income.

6) Signature:

a) Bears NO resemblance to my signature

I would also like to raise a few points about the inconsistency of information and poor level of customer service I have received from Robinson Way in this matter:

1) On receipt of the letter on Friday 24 August 2007 informing me of this debt, I contacted Robinson Way by telephone to make enquiries and obtain information about the debt. I was advised by your representative that I should contact HBOS directly to query the account.

This I refused to do as collecting the debt was the responsibility of Robinson Way.

Following a number of calls from your representatives over the following weeks I was finally provided with the requested information … even though all that was sent was a copy of the Credit Card Application form and NOT a true copy of the Credit Agreement.



a) What I would like to know is WHY was I advised to contact HBOS to query the account? Is this not the responsibility of Robinson Way as the owners of this debt to supply the requested associated paperwork?


2) On finally receiving the requested paperwork I IMMEDIATELY contacted Robinson Way by telephone to confirm that this debt was in NO WAY associated with me. During this telephone conversation I requested that Robinson Way send written confirmation to me that this debt was no longer being associated with me.


a) After 3 weeks I had still not received any written confirmation, I again contacted Robinson Way to enquire what was happening on this account. I was told that it had been passed back to HBOS to investigate.


3) On Monday 5 November 2007 I received a further telephone call from Robinson Way enquiring what I was planning to do as the account had been put on hold, I advised that I had telephoned Robinson Way some 3 weeks earlier to confirm that the debt was not my responsibility and that I had chased things up only a few days previously and was told that everything was back in the hands of HBOS. On relating this to your representative, I was told that this was NOT the case, and that I would need to confirm IN WRITING the reasons I was disputing the debt or alleging identity theft.


a) Why, at the time when I contacted Robinson Way by telephone to confirm this was not my debt was I not informed that I also had to confirm it in writing? Why was I also told that everything had been passed back to HBOS for investigation when it had not?

You will also notice that I have copied this letter to the Customer Care Manager at your Parent Company, London Scottish Bank PLC for their attention

Due to the distress and inconvenience this has caused over the last few months I am seriously considering highlighting the problems I have experienced with your company to the Financial Ombudsman Service.

I look forward to your urgent attention in this matter.

Yours faithfully,


Cc: Customer Care Manager, London Scottish Bank PLC

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  • 2 months later...

I think I'm finally getting somewhere with Rob Way.


Had confirmation from them that they accept that the debt is nothing to do with me.


Have also had some 27 address links taken off my credit report, linking me to these addresses in Essex.


All that is left for them to do now is remove the unauthorised searches from my credit reports and I think things may be about complete.

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i would still complain to the FOS

post office WON 12/11/06


abbey.LBA sent 30/10/06.MCOL claim submitted 8/11/06.allocation questionnaire sent 16/12/06.schedule of charges sent 16/12/06.WON


2nd abbey claim SAR sent 3/1/07.WON.complaint letter sent 18/1/08


alliance and Leicester.WON

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