REDCATS - Vertbaudet/La Redoute

[Worstutility]

Hi there!

 

I am just looking for a little advice because the above company are not sticking to timetables - surprise, surprise!

 

My original SAR was sent to them on 20th January 2012 enclosing the £10.00 fee. The cheque was cashed on 27th January 2012 and I heard nothing from them. I used the follow up letter on 5th March advising that further action would be taken if they did not reply within 7 days and then promptly filled and sent the relevant questionnaire to the ICO. I emailed a copy of this to Redcats (trading name for La Redoute and Vertbaudet) advising that my request was being processed and information will be sent to me as soon as possible. They would appreciate it if I would allow them until the end of Marcg to complete this process.

 

I don't see why I should have to wait until then for this information and I have reported it to the ICO. Do I automatically now go along the court route or do I leave it? Would appreciate if someone could advise me of the next step?

 

Many thanks!

[Redcats Customer Services]

Hi,As one of the team managers at La Redoute I am sorry to hear that your query has not yet been resolved. If you could please email me using a 'dot' between my first name and surname at redcats.co.uk I will ensure that this is dealt with as soon as possible. Kind Regards Amanda Grice La Redoute Customer Care Team Manager

[MARTIN3030]

Hello Amanda welcome to the site.Your status has now been updated.The Cag embraces organisations who are passinate about Customer Services,and pro active measures to resolve complaints.Please observe our posting rules,and also that we expect to see our members being able to update and progress whether positive or negative,and that where possible responses to our members concerns or issues are posted openly on the forums.

[Worstutility]

Thank you Amanda for your reply and I appreciate that you wish to resolve this for me. I would like to let you know that I have received some information from Redcats but unfortunately not all of the information that I would like. I will email you to let you know what information is missing and I would be grateful if you would email this to me. Many thanks.

[Worstutility]

I wonder if anyone can help me with this?

 

I applied for information for two accounts under an SAR on 20th January 2012 (Vertbaudet and La Redoute) and received some information from Redcats on 2nd April 2012 which was obviously late. They informed me that they were unable to provide statements for both accounts as they only hold details for the last 7 years. On 17th April 2012 I sent a letter to them advising that they should provide me with evidence that this data has been destroyed by a registered data controller in accordance with the Civil Evidence Act 1995 and this is the reply that I have received from their Legal Dept:

 

 

I then received a letter from their PPI complaints person to state that they will not uphold my complaint regarding the PPI because it was sold before January 2005. A copy of this letter is attached here:

 

 

Could someone please advise me as to how I proceed with this? I find that their legal dept are a little patronising towards the letter that I sent to them requesting evidence of having destroyed all of my records. If you would prefer to message me privately I have no problems with this as I am aware that this company do read the posts!

 

Many thanks and hope you can help!

 

Worst Utility

[Worstutility]

Sorry I don't think the attachments worked on this! Here they are again in the order they are supposed to be in.

 

Worst Utility.

Reply from legal dept - anonymous.pdf

Total cover reply - anonymous083.pdf

Edited May 21, 2012 by Worstutility
Unable to upload one document properly!

[Worstutility]

Sorry everyone - I am having a terrible time trying to upload my documents!

 

This is the first letter that I received from the legal dept advising that they did not need to supply evidence that they had destroyed my documents[/b].

 

 

 

 

"Thank you for your letter dated 17 April 2012 with which you enclosed a copy of your email to

my colleague, Amanda Grice, dated 14 April 2012.

Our obligations in respect of "Subject Access Requests" made under the Data Protection Act

I99S are as set out in that Act and in particular section 7 of that Act. I do not believe that any

of the provisions of Civil Procedure Act 1995 are applicable in the present circumstances.

I do, however, suspect that the application of the Data Protection Act 1998 or Civil Evidence

Act 1995 is largely irrelevant here. I believe that all you are seeking from us is confirmation as

to whether you had Payment Protection insurance (""',) on your accounts with details of any

premiums paid. I have asked my colleagues in our Financial Services team to investigate this

and to respond to you directly as soon as they can. As I have previously explained, we do not

hold data indefinitely. Data Protection Act 1998 Schedule 1 Part 1 paragraph 5 (referred to as

the Fifth Principle) states as

"5. Personal data processed for any purpose or purposes shall not be kept for longer than is

necessary for that purpose or those purposes."

My colleagues in our Financial Services team will be in touch within the next couple of weeks

with information in relation to PFi. if you have any other queries please do not

hesitate to contact me at the address below."

 

 

 

 

This is the second letter advising that they did not consider that I had a claim:

 

 

 

 

"I write with reference to your previous complaint regarding Total Cover which we responded to on 20th April 2012.

As part of our ongoing quality review process we have re-visited your complaint and after careful

consideration of your complaint, it appears our initial response was below our usual high standard of

clarity; therefore I am writing to you now to re-iterate the main points of that initial response.

tn terms of your La Redoute account (reference 40HBBR. ' can confirm there has never been

any insurance of any kind, applied to this account.

Regarding your Vertbaudet account (reference 4HMHV)> I can confirm you did have Total Cover;

this was sotd and applied to the account on 4th November 2002

To re-clarify our position in regards to insurance policies sold prior to January 2005, it was after this

date when new legal requirements were introduced for the way in which general insurance was sold

and therefore policies sold after this date were required to comply with the Financial Services

Authority's rules. These ruies include, for example, full discussion of the benefits of the insurance

together with those areas that aren't covered by the policy

Prior to this date, there were no similar requirements, however it was part of our policy to ensure that

all customers taking out insurance before January 2005 would have been issued with the terms and

conditions which would have given them fuii details of how the insurance worked together with details

of what was and wasn't covered.

We still have no reason to believe that this policy was not followed in your sale. After re-visiting your

original complaint, I am sorry to inform you that I will not be upholding your complaint.

I can confirm that Total Cover was cancelled from your Vertbaudet account on the 8th April 2004 when

the account was closed and transferred to a Debt Recovery Company.

If you are not satisfied with our review of your complaint you may refer this matter to the Financial

Ombudsman Service (contact details were supplied in our previous letter); even though our view is

that, as the policy was sold prior to the introduction of new legal requirements in 2005, the complaint

would be outside of their jurisdiction.

If you have any further queries please do not hesitate to contact me on 0845 2701045.

Our opening hours are Monday to Friday 9am to 5pm."

 

 

 

 

If anyone can help me with this and how to proceed I would be extremely grateful.

Edited May 21, 2012 by Worstutility