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    • Yeah I filed a defence against BW Legal which bought the debt off ICL. ICL have emailed me to say that due to breaches of lending laws a high court action has forced them to contact all borrowers and assess claims for refunds.     IMPORTANT INFORMATION   INVITATION TO CLAIM: SCHEME OF ARRANGEMENT IN RELATION TO INSTANT CASH LOANS LIMITED   Background We contacted you in July 2019 to tell you about our proposals for a Scheme of Arrangement. The Scheme is a legal process that will allow us to make an arrangement with all our creditors that will mean they should receive more than they would if we went into liquidation.   As a former customer, you were entitled to vote on whether or not we should put the Scheme into effect, so we contacted you again in August 2019 to tell you about the voting process.   The vote closed on 24th September 2019 and the substantial majority voted in favour of the Scheme. So on 8th October 2019 the High Court made an Order that made the Scheme effective, as of 9thOctober 2019.   This means that you now have 6 months from 9th October 2019 to tell us if you want to make a claim.   Why you may be eligible You might be a creditor of ICL because you have taken out a short-term loan with ICL or one of the companies which it owns in the past, so it’s important that you understand how to make a claim under the Scheme.   We believe that in the past, we may have behaved irresponsibly in lending to some of our customers and if you were one of the customers affected by this, you would be entitled to redress.   We’re not pre-judging the outcome of any claim; we’re simply contacting all the customers who may be affected, to explain the next steps.   How this could have affected you If we lent to you irresponsibly or your borrowing was unaffordable or unsustainable, it is possible that the interest or other charges you paid were unfair. So if you are concerned about any of the loans we provided, we’re inviting you to submit a claim.   What you need to do next You must submit your claim by: 9th April 2020   After this date, we will not be able to accept any new claims.   How to make a claim We’ve done our best to make the process as straightforward as possible. The quickest and easiest way for most customers will be to use our online Claims Portal. You can find this at www.themoneyshop.com. If you are unable to use the online portal, you can call our Helpline (see details below), but please be aware that in times of heavy demand, you may need to call us a number of times to get through.   To register, you’ll have to give your Customer Reference Number (at the top of this email) and your date of birth. Once you’ve registered, all you have to do is tell us you want to make a claim. We may ask you some simple questions about your financial circumstances when you took out a loan, but we won’t ask you to provide documents and we won’t expect you to remember specific facts and figures.   You’ll only need to make one claim, no matter how many loans you took out.   After submitting your claim, you may not hear from us for a while. We’ll be assessing all the claims we receive, and we’ll provide updates on our progress on our Website and through the Claims Portal. You don’t need to keep checking - we’ll email you to let you know if we have provided an update.   If we agree that we have behaved unfairly or irresponsibly in the way we lent to you, you will be entitled to a payment. We’ll expect to be able to tell customers the amount of their redress claim by April 2020 and there will be an opportunity to have that independently reviewed.   Once we know the total amount of claims, we will be able to tell people what percentage of their claim will be paid. This is because the fund has to be shared out proportionately across all customers who are entitled to redress. If you have an outstanding loan, we may reduce your balance instead of making a payment. The payments will be made by the end of 2020.
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Was RBS rude to do this?

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Hey everybody,


New poster here, I have been a lurker on here for a while now :-)


I am just wondering what other opinions are on this.



I contacted my bank RBS via their online complaints form 1 week ago.

I did not receive any kind of email verification from them to say that they had received my message,

the terms of their complaints procedure says that they will be in contact within 5 working days.


I have a disability and am unable to use the telephone because of it,

I explained this in the message,

I asked in webchat on Friday if they had received my message

but the person I chatted with said they had not received any thing,

but, she said that may be because it hadn't been 'logged' yet.


this evening I went back in again to ask if they had logged my complaint yet

and the person I chatted with said that he would get the complaints team to give me a ring,

so of course I explained to him again that this wouldn't be an option.


The conversation went a little something like this -


RBS man: I will get the complaints team to ring you shortly.

Me: I won't be able to speak to them via the telephone unfortunately due to my disability

RBS man: Sorry to hear that dear

Me: I will come back tomorrow and use the webchat

RBS man: Come back tomorrow and we will transfer the chat, will that do.


Now, I know this is probably horribily trivial

,but it's not the most professional thing in the world to call a customer 'dear',

I am personally not a senstive person at all but it did come across as condescending and perhaps rude?


I am just looking to see what peoples personal opinions are on this really?

Should I mention it to the complaints team?

I don't want to get this individual into any kind of trouble if he genuinly did not mean to be rude,

but other people may take this the wrong way?


He only seemed to become condescending after finding out I have a disability,

and that does get rather boring and irritating (As does typing the bloody word 'disability' :!:)


If he was being deliberately rude then I would mention it,

but I am not sure and really don't want to be overly sensitive.


Anyway, thank you all for reading my ramblings.

Edited by JaneJaneLane

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Now, I know this is probably horribily trivial,but it's not the most professional thing in the world to call a customer 'dear', I am personally not a senstive person at all but it did come across as condescending and perhaps rude?


It annoys me when someone I do not know addresses me as "mate", or even worse, "chap". My usual response is "don't be so damned impertinent. That will be sir to you.". If the message doesn't sink in, a quick word with his/her manager suggesting that the staff are given training in etiquette sometimes works.


But if a bank clerk ever addresses me as "dear", be assured, I would be filing a complaint at the highest level.:mad2:





No... you can't eat my brain just yet. I need it a little while longer.

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Its prob a slip of the tongue and they didn't mean any offence

Any advice i give is my own and is based solely on personal experience. If in any doubt about a situation , please contact a certified legal representative or debt counsellor..



If my advice helps you, click the star icon at the bottom of my post and feel free to say thanks


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probably did know how to respond ..



if the conversation had been on the phone

and you are female

and you indicated an issue



then its 'reasonable' for people to say dear vocally, 'sorry to hear that dear'...it shows empathy



its unusual to see it in type yes

but it was the 'webchat' which could be viewed as an alternate to phone.



so I'd say its reasonable to use in that context via that method of comms











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Thanks for your input, I won't worry about mentioning it :-)


Things got a bit odd today with RBS though, I was chatting with the complains team via the webchat option and the person I was speaking to somehow got me confused with my mother (Probably because of the same address?) and gave me my mums transaction details over the chat log, whoops.

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