Which firms deserve to be named and shamed?
The financial regulator has proposed forcing banks and other regulated firms to be more transparent and reveal how many customer complaints they receive... the view being that the threat of being named and shamed will make banks pull up their socks when it comes to dealing with complaints.
But banks are likely to object, especially those that fear harsh media comment.
In the meantime, Moneywise wants to know what you think about the complaint procedures of banks or other firms you have dealt with… how quickly was your complaint answered, did you get a good resolution or even compensation? Or were you left with little more but a standard apology?
Your Replies
so many financial companies dont advertise properly how you can make complaints, I have asked the people in the call centres and they just transfer you around and around until you give up. What are they scared of??? I cant think of just one firm that has treated me badly when i wanted to complain - there have been many - but I think the worst thing is when the call centre is based overseas, you can never get through to the same person twice and you know they aren't going to pass on your complaint because they are outsourced and not even be part of the same company. that is how is feels anyhow.
why is it that Halifax is happy to try and sell me product over the phone but when I ask to make a complaint they tell me I have to do so in writing and not over the phone????
That's annoying mrsjayjay! I had a similarish problem with Tesco personal finance. Once I had paid my credit card off fully they made it a real effort for me to cancel my card. I had to write to them, as well as telling them over the phone that I did not want it anymore! Credit crunch? What credit crunch?!
I think they make complaints procedures purposely complicated so you give up and don't bother. When i attempted to complain over the phone with O2 I got passed around to half a dozen people, none of whom could help - it was like they doing it on purpose. It worked and in the end i did give up because I was so fed up of listening to Green Sleeves on hold in between explaining the problem over and over again.
On the other hand, i had a good experience with Sky broadband, who after botching up my installation, worked hard to sort it out quickly and send £30 vouchers by way of apology.
The bad companies should definitely be named and shamed.
Does it just have to be banking? Because I commute into London I have no other choice but to use 'National Express'. Formerly 'One', they recently had a re-brand - but it's not duped the thousands of us that are forced to use their shoddy service on a daily basis. In fact, it's shoddier than ever. Try to complain and you'll just get a shrug of the shoulders.
I've had a great experience when I complained to British Airways about being delayed in Munich for 8 hours last summer. I got a £100 voucher to use on any BA flight until 2010. Result...although I doubt I'll use it though