How do I get some action taken against a bank employee?

Uncertain

What is the best way to ensure that a bank takes some disciplinary action against a member of its staff?

A quick summary….

Some months ago I encountered the most extreme case of “attitude” on the part of a bank employee. This coupled with a fair degree of incompetence wasted several hours of my time but did not cause any direct loss. I made a polite and reasoned written complaint to Customer Relations and sent it to the address on the complaints leaflet.

This was ignored so a couple of weeks later I chased by email and got a brief holding reply. When two months were up I emailed again saying I would take the matter to the FOS if I did not receive a satisfactory reply within 14 days.

17 days later I got a meaningless letter with a few “corporate” paragraphs and a cheque for £100. A prompt proper apology, that made it obvious that the writer had looked at and understood the reasons for my complaint and taken some action, would have been far more appropriate!

Sadly an 87 year old family friend has run into what sounds an even more extreme version of the same problem. It has left them really quite upset and I am 95% sure it is the same person at fault. Clearly this staff member needs re-training at the very least, if they should even continue to work there at all.

My question (for the bank employees who post here) is how best to make sure that happens.

rb10

It is not really your place to set down how the bank's internal disciplinary procedures work, that is for the management at the bank to decide.

But, if it had happened to me, I would write a letter or speak to the branch manager. They will be directly in charge of the person at fault (I'm assuming it's not a branch manager you are complaining about?), and so should be able to check things out or take matters further themselves. If it's a regular occurence, then they are probably already aware of the problem, so you telling them each time it happens lets them know to what extent it is happening.

I certainly would not, in the letter, try to tell them how to do their job and discipline their staff. You cannot "ensure that a bank takes some disciplinary action against a member of its staff", but should tell them that there is a problem.

simon_templar_2

How would the OP like it if the roles were reversed? For those that dont work in banks, im sure your company is seen as crap by some and the staff there rude, incompetent etc etc

Paul_Herring

This coupled with a fair degree of incompetence wasted several hours of my time but did not cause any direct loss.

[...]

17 days later I got a meaningless letter with a few “corporate” paragraphs and a cheque for £100.

.. and you're still not happy? :rolleyes:

and I am 95% sure it is the same person at fault. Clearly this staff member needs re-training at the very least, if they should even continue to work there at all.

That's one hell of an assumption you're making there.

Methinks you have a personal grudge against this employee, and you'll stop at nothing to blame every infraction on them until you've ruined their life by getting them sacked.

Uncertain

simon_templar wrote: »

How would the OP like it if the roles were reversed? For those that dont work in banks, im sure your company is seen as crap by some and the staff there rude, incompetent etc etc

Well, even if that were true, two wrongs don't make a right!

EarthBoy

The Financial Ombudsman Service won't be interested if you haven't suffered any financial loss (which you admit you haven't).

It is quite clear that your complaint has been investigated and dealt with -just not in the way you were hoping for. As already said, it's not your business to decide what action the bank takes against the employee concerned. You have got £100 compensation, which anybody else would be more than grateful for. Stop whingeing.

Uncertain

Paul_Herring wrote: »

.. and you're still not happy? :rolleyes:

That's one hell of an assumption you're making there.

Methinks you have a personal grudge against this employee, and you'll stop at nothing to blame every infraction on them until you've ruined their life by getting them sacked.

I expect if you take any six paragraph or longer post on here and quote a couple of part sentences out of context you can make it "spin" your way!

However, you didn't experience the behaviour I complained about so can't possibly judge if my complaint was mild, justified or OTT.

The reason for my complaint was not to get compensation. A proper, prompt apology and an assurance that the issue would be addressed was all I expected. Instead what happend was "Lets bung him a few quid because we've lost / ignored his complaint and he won't go away"

It is not "one hell of an assumption" - as I said I'm 95% (or more) sure with good reasons.

I do not have any kind of grudge. The only dealings I have ever had with this employee are those I complained about.

In over 50 years I have never before felt is necessary to make a written complaint about the attitude shown by a bank (or any other employee).

If this person regularly behaves the way they did with me and, it seems, an 87 year old then they should not work in a customer facing roll.

withnell

I think the issue is the "keep it quiet" money, as opposed to actually investigating the case of the issue. I've had bad service in many places over time, and would only complain if it was really bad, in which case something really needs to be done. It could be that the staff member concerned does not realise that they come across in the way they do to customers, and would benifit from being informed

chuckmanley83

I suggest either talking to the rude person in question or speaking to a direct supervisor. The higher up the chain you go, the farther away from the problem person the message gets.

simon_templar_2

Thing is there are 2 sides to the story. The author is going to be biased towards themselves. I often find he who shouts loudest has nothing to shout about. Further more you get people who happily swear and abuse a staff member but as soon as that staff member reacts they will complain and always omit the fact they started the abuse first.

Uncertain

simon_templar wrote: »

Further more you get people who happily swear and abuse a staff member but as soon as that staff member reacts they will complain and always omit the fact they started the abuse first.

Maybe so but not in this case!