Advertisements

Peter Reynolds

The life and times of Peter Reynolds

Posts Tagged ‘customer

Banker Robbers Still On The Loose

with 2 comments

If I considered it as the plot for my next novel, I would discard it immediately as being completely unbelieveable.  It is outrageous.  The story of the way the banks have wriggled and wormed away from their responsibilities is the biggest scandal the world has ever seen.

The Very Worst

Today the shameful figures are revealed of the number of complaints that our high street banks receive.  See here.  It is an appalling litany of failure and disrespect of customers.  Complaints are at the very bottom of their priorities.  They are inefficent.   They have bonus systems that discourage staff from accepting complaints.  Santander, which so many used to know as the Abbey or Alliance & Leicester,  cannot manage to answer even half of its complaints within two months!  It is shocking.  It hasn’t got better since we all bailed them out.  It’s got worse.  Oh, except for the bonuses.  They just get bigger and bigger all the time.

These problems,  affecting the modest balances of ordinary people, may seem trivial in the context of the billions that the banks have already cost us but they are not.   They are crucial.   This is real money belonging to real people and needed to pay real bills.  It’s not the cocaine, champagne, Ferrari fantasy of some City boy ponce.   These figures indicate precisely the contempt, the utter disregard which bankers have for us even though it is we, ordinary people, who have been called on to rescue them from their catastrophic mistakes.

Actions Not Words!

Where is Vince Cable now?  He is the biggest disappointment of the coalition government.  His brave words as recently as the LibDem conference are all hot air.  He has let us all down.  His promises were empty.

We want the banks split up so that they are no longer too big to fail.  Only today, in Ireland they are realising that their nation is still held to ransom by its bankers.  So is ours.

We want retail and transaction banking separated entirely from casino investment banking so that there can be no more threat to our economy from the spivs and gamblers.  We don’t want any of these sharks anywhere near our  money.   John Diamond, the putative new head of Barclays has made a £100 milion fortune on the back of the taxpayer and the banking crisis.  He is not a fit and proper person to be in charge of a British bank.  The government should ban him immediately.

Wide Boy Spiv

Late last year the Office of Fair Trading let the banks off a £40 billion hook.  These were the extortionate charges illegally debited from customers’ accounts over the previous six years.  See here. This was in addition to the £850 billion cost of the original bailout.  See here.

How much more are they going to get away with?

When will David Cameron, Nick Clegg, George Osborne and Vince Cable stop dithering?

Stop the banker robbers now!

Advertisements

A Fundamental Problem At The BBC

with 3 comments

I am very close to being the BBC’s biggest fan.  It is a remarkable and entirely unique institution.  Somehow it occupies a place between the state and the people which I can find no comparison for.  It would be easy to define it as some sort of socialist idea but it is genuinely independent from the state.  I do, however, have some concerns about its accountability.  I am very concerned about the way it handles complaints.

No Complaints Accepted Here

I have grown up with the BBC and I trust it.  In fact, I think that it’s done a better job of maintaining Britishness and values of integrity, tolerance, fairness and justice than any UK government of any political complexion.  That’s why the curmudgeons in all political parties turn against it.  I think Jeremy Hunt’s recent attacks and comments were particularly poorly judged.  He hasn’t a had a good start in government at all has he?

I made a complaint to the BBC recently and I am very, very unhappy about the way it has been handled.   The subject is not relevant here.  I shall write about it in future but for now it would distract from my point.  I am horrified to discover that the BBC does not handle complaints itself.   They are outsourced to Capita in Belfast which describes itself as “the UK’s leading outsourcing company…at the leading edge of redefining and transforming services to the public.”  For me that needs a huge pinch of salt, a mountain in fact and even then I’m choking on it.

Handling complaints should be at the very heart of an organisation.  It is the essence of your brand.  There is no more important management function.  Contracting them out is an abdication of responsibility.  More than that, it is a complete failure of integrity, a massive mistake.   If an organisation is truly committed to meeting its customers’ needs it must be as close to them as possible.  This irresponsibility strikes at the very heart of everything I value about the BBC.  I am deeply disillusioned.

If this disastrous decision had resulted in a well administered service then that might be some consolation but not a bit of it.  It is dreadful.  Every bit as bad as any horror story you’ve heard about British Gas, BT or yes, even a bank.  This is the British consumer experience at its very worst.

Not What It Used To Be

In sharp contrast to the rest of the BBC’s websites, try making a complaint online.  It’s like something from the very early days of the internet with clumsy, badly aligned fields and an archaic feel.  I almost expect to hear a modem whistling away in the background.  From a complainant’s point of view it’s quite useless.  You don’t get any option to save a copy of your complaint or email it to yourself.  You don’t even get an acknowledgement once you’ve completed it so you’re left with a completely unsatisfactory feeling of uncertainty.  Did they get it or not?  Will I get a reply?  When?

It gets worse.  Complaints are lost.  They don’t get answered at all.  They certainly don’t get answered within the 10 working days promised.  One answer I received was just laughable in its anodyne, crass simplicity.  It was nothing more than an patronising acknowledgement of what I was “unhappy about”.

Useless

I could go on even further but I won’t.  It does get even worse and it becomes embarrassingly so when Capita start to trot out the oldest excuse of all about “system problems”.  It is an excruciatingly bad, defining example of appalling customer service.  I’d say it takes the biscuit.

All this is the inevitable result of outsourcing your complaints procedure.  That aspect of business that should be one of your most important tools.  What’s worse is that Capita are absolutely useless at doing the job.

It is no exaggeration to say that, for me, this rocks the very foundations of everything I believed about the BBC to the very core.  It is not the organisation I thought it was.  I feel betrayed.  I am “disgusted of Tunbridge Wells”.   In fact,  I am very, very, very disgusted of Weymouth, Dorset.