Showing posts with label complaining. Show all posts
Showing posts with label complaining. Show all posts

Sunday, 27 March 2011

It's a long way to Taipei

We've made it to Taipei! We're here visiting May's brother Jack and his girlfriend Lisa who are here teaching English as a foreign language at the Hess schools.

We had planned to visit Taipei for 6 nights, then Japan for 10 before returning home via Singapore for 3 nights to visit May's friend Jenny, her husband Raj and their new baby in Singapore. Due to the recent earthquake, we've canceled the Japan leg of the trip entirely and spent a stressful two weeks replanning a way to fill our spare 10 days. We finally settled on Thailand and will be spending 3 nights at the Conrad in Bangkok before flying to Koh Samui to the Bo Phut Resort & Spa for 6 days of relaxation.

We flew Heathrow to Taipei via Singapore (5 hour layover) on Singapore Airlines. I've just started to find flying novel again since switching jobs and putting an end to my business travel, so a ride on an A380 was pretty cool. After some deft online checking in, we ended up in the economy section of the upper deck, with us in a pair of seats and May's mum Judith across the aisle.

The A380 was impressively massive and the Singapore Airlines fit out delivers a very impressive economy flight. The seat pitch is long, meaning plenty of legroom and the cabin feels spacious rather than packed. Whoever designed this plane actually thought through the details of passenger comfort, and as we all know it's the little things that make the biggest difference. Examples are a screen that pivots out enough that even a lanky body like me can see it when the person in front is fully reclined and extendible foot rests. In flight entertainment is also excellent with over 14o films on demand, plus TV shows (around 6 consecutive episodes of each) and lots of music. Further, there's a USB socket to you can connect up your own equipment to either charge or view media on screen. The service is also excellent, very attentive with plenty of snacks and drinks - you can even ask for a Singapore Sling and get free playing cards. You even get real cutlery. In short, flying economy with Singapore is like flying premium economy with everyone else; would use again with preference.

The only flies in our delicious Singapore Air ointment were called Bob and Vanessa. They were sat in the seats in front of us, and in meeting they each found a kindred spirit, much to their delight and our chagrin. At the first drinks service, Vanessa ordered a beer and Bob a red wine, and from here on in, things went downhill. As each drink was finished, the call light went on and another was ordered. Initially May and I chuckled at their poor quality flirting and chucklesome cheap chat ("can't wait to have a ciggie", "let's write a thank you note to the hostess" etc), but as all the lights were switched off for our simulated night and their volume continually increased the novelty quickly wore off.

It was all a bit too much for Judith, who had a quiet word with the staff who then spoke to the delightful pair. Much hilarity ensued along with a lengthy discussion led by Vanessa who wanted to "find our who grassed me up" she'd "rather have been told to my face, rather than snitched on". With the noise continuing, Judith sensibly asked to be moved downstairs.

After tolerating 8 hours of non-stop drinking and high volume, I felt I had to intervene when Vanessa had turned her headphones up to maximum volume and started singing along with D.I.S.C.O. by Ottowan and gyrating her rotund frame in her seat in what I assume was her approximation of dancing.

"Would you mind turning your headphones down and not singing please? I'd like to get some sleep" I said, adding "I heard you say earlier you'd rather be told to your face rather than complained about". The music was turned down, and the singing stopped (for a bit), but rather than peace and quiet, there was a continual discussion about keeping the noise down and a lot of sssshhhhing. The only time we had any respite was after breakfast when the pair fell asleep, including Bob doing bizarre musical snoring. I guess the limit when flying is nine and a half hours of solid drinking and then breakfast will definitely send you to sleep.

I think the situation was poorly handled by Singapore Air as despite the obvious intoxication of the pair, they kept on serving them drinks. We assumed that there would be a limit, but the staff were overly polite and failed to take appropriate action, resulting in a detrimental effect for the surrounding passengers. Although getting no sleep was a pain, I consoled myself with two facts: 1) I'm neither Bob or Vanessa. 2) I bet they had stinking hangovers that even their much awaited ciggie wouldn't abate.

Tuesday, 27 July 2010

A note on complaining,

I've recently resolved a little issue that I had with NatWest bank, so I thought I'd tell you about it. Before I get started, this is more a post about the art of complaining and how much I love to complain than about NatWest being terrible. Mistakes happen, so this is more about how to deal with them than anything else.

Back in February, May and I were in the final stages of purchasing our first house and I needed to withdraw money from my ISAs to pay the deposit and legal fees. After popping into branch, I learned that I could only
make withdrawals from my online e-ISA free of charge into a NatWest branch-based account. As I don't bank with NatWest, the only other account I held was an online e-Savings account. Unfortunately this wasn't suitable to withdraw the money into.

Finding the situation incredulous, I had a good few phone calls, web chats and some more branch visits to try and get clued up. Alas, everyone I spoke to gave me a different story about what was and wasn't possible. I was left with the impression that branch and online at Natwest are totally separate entities and that neither understand the other.

I decided to go with the suggestion from in branch and pay £23 to make a CHAPs transfer from my e-ISA to an external account. Having to pay to get access to my own money was pretty annoying, but given the situation I signed the paperwork and went on my way. The next morning, I got a phone call to tell me that CHAPs from an e-ISA to an external account was totally impossible (contrary to the previous days solid assurances), but that if I gave my verbal approval, they would fast-track me a branch-based account into which they could withdraw the e-ISA and then perform the CHAPs to my external account. I agreed and first thing the next day I checked my online statement to check everything had gone correctly.

At first glance, everything looked fine, but when I looked closer I noticed that the newly created savings account had £X (where X is many thousands of pounds) in it, and that my e-ISA had been debited £2X. That's right, the did what they told me was impossible and did the CHAPs direct from my e-ISA and ALSO transferred the amount out of my e-ISA into the new (and totally unnecessary) branch-based First Reserve account.

Brilliant work NatWest, I've been sheltering that money from tax in an ISA for nine years and you just withdrew £X for no reason and essentially without my permission. Understandably, I was pretty annoyed to discover this and headed down to the branch to get things sorted, reclaim my CHAPs fee (CHAPs is guaranteed within 24 hours, they didn't deliver) and open a formal complaint.

Below is my correspondence with NatWest:



"Dear [redacted],


Thank you for you letter dated 1st March 2010, your reference 12687022. I am still dissatisfied with NatWest as you have merely repaired the damage you caused, rather than offering any form of compensation for my wasted time and anguish.

As I explained to your staff, the withdrawal from my ISA was to complete my first house purchase. As I'm sure you appreciate, buying your first property is a very significant and stressful time, and to be let down by NatWest at such a critical moment is simply unacceptable. You made getting at my money quickly impossible, and everyone I dealt with (branch staff, numerous phone agents, web chat) provided a different answer about what was/wasn't possible given my combination of accounts. You seemed unable to understand your own products and I was the one left inconvenienced and unnecessarily stressed by your internal deficiencies. I got the impression from this experience that there is a gulf between your on-line and branch operations and in comparison with other retail banks I've dealt with, NatWest feels about 10 years behind what's current in terms of both on-line presence and customer service.

Although you have made good the £X you transferred out of my ISA account without authorisation and refunded my CHAPs payment fee (you were unable to comply with your own contract of same day transfer), I regard this as the bare minimum of your duty to me. I suggest £200 as an adequate amount of compensation commensurate with my time and anguish associated with this regrettable event. If you are unable to offer suitable compensation I shall proceed as advised by your complaints process by first contacting the Customer Relations Manager and then the Financial Ombudsman. I look forward to your prompt response.


Kind Regards


Tim Poultney"



"To: Customer Relations

Dear Sir/Madam,


I write to you in accordance with the Natwest customer complaints procedure. Enclosed you will find a copy of my letter to [redacted] at your White City branch and also her response. For completeness, I have included a prior letter from , which I received shortly after the incident I am complaining about.

Please can you read both my letter to and their response dated 19th May. In my letter, I summarise my complaint and then request financial compensation from you in respect of time wasted and anguish suffered as a result of your banks incompetence. I am sure you place a high value on your customers happiness and satisfaction with you, and also on your reputation, so I anticipate a positive response from you. I'm not sure how I can be any clearer about what I expect from you than I was in my letter to dated 10th May; the response asking me to provide "the copy of your bills" suggest to me that they either didn't read my letter, didn't comprehend it, or lack sufficient power to act upon it.

To that end, can you respond to me directly and resolve this issue. In addition, can you share with me what steps you will be taking to ensure this type of situation does not happen again. If I am not satisfied with your response, I shall continue to follow your complaints process and will contact the Financial Ombudsman. I anticipate your prompt response.


Kind Regards,


Tim Poultney"



So eventually they refunded the £23 and provided £200 for my inconvenience after three letters.

Summary: Complaining is good. Despite the eventual outcome, I won't be banking with NatWest again. All my accounts there are now closed.