Those of you who have been following my discussions with Nationwide Building Society will no doubt be interested in the latest round of this debate. I recieved a letter this morning from a chap further up the food chain in which he stated that my previous letter was “somewhat inappropriate . Whatever the fuck that means. I think actually it meant (fuck off and stop annoying us.) Needless to say it was wholly missing in terms of wit, charm, eloquence and answers. rather it said. We’re passing the buck to Churchill who underwrote the claim. But, of course, I didn’t purchase from Churchill. I purchased from Nationwide who, as we all know are not like the nasty old banks. They’re the good guys, the people’s champions. The only big mutual left
Here’s what I had to say this time round.
17 April 2008
(Name withheld)
Nationwide Building Society
Insurance Claims Department
Kings Park Road
Moulton Park
Northampton
NN3 6NW
Claim No 60980390/01
And CL2152383
Dear (staff name withheld)
I received your letter dated 17 April this morning in which you fail to acknowledge a single point that I made to you in my letter of 11 April to your colleague.
However, you do state that you feel its content was “somewhat inapropriate”.
What does that mean exactly. Do you think it is somewhat innapropriate for me to ask for an explanation as to why either of my claims are not being honoured?
Is there some form of three line whip at Nationwide Building Society whereby staff are taught to stonewall and blank specific, very specific, points made in letters of complaint from their customers.
Actually (staff name withheld), I find your response “somewhat inappropriate”. In fact I find it wholly inappropriate. In fact, I find it dismissive and to be quite honest, timorous.
It’s a bit like you’re saying “Go away you horrible big bully and stop being nasty to us. We don’t know why we won’t pay you. It’s just that the computer says no all the time.”
But I’m afraid I’m not going to go away because (and I’m making an assumption here) I’m in the situation where I’ve paid you insurance premiums for years and my kitchen is burned down and you won’t pay for it to get fixed… and you’re not.
Step outside of the walls of your cosy office in Kings Park Road for a minute, and into the real world, and you might get a hint of why I am not a very happy bunny and why I won’t go away.
So, I’ll ask you again. Could you possibly take the time to explain why you consider payment of half a claim an “Act of goodwill?”
Could you take some time to address my issues?
Could you act in a way which resolves my dispute as opposed to hiding from it?
I note you have opted for the last recourse of the corporation. - hiding behind the Ombudsman. But how can I go to the Ombudsman, as you suggest, when I only have my side of the story? You have given me no reasonable reasons for your refusing to honour my claims.
The point is, I have put forward a case and you have made no defence.
So, please could you defend yourself more effectively - or settle my claim.
I notice that you have passed the buck onto Churchill Insurance, but I didn’t buy it from Churchill Insurance I bought it from Nationwide Building Society. I believe they call that White labelling and I believe my contract (at the very least morally) is with you.
I patiently await your response.
Yours sincerely
Mark Gorman