Tesco above the law?

Allanirish

My mother had her handbag stolen at Tesco Connswater branch in Belfast, and I wish to name and shame this branch for their disgusting manner in handling the situation and every attempt to resolve issues with them. At the time of the incident she pleaded with a security guard to call her mobile which along with personal possessions, credit and debit cards, passport etc was in the bag. This was in effort to hear if they could locate the bag in-store. This was refused. On dealing with my now distraught parent, Tesco did not ask any details, did not offer the disabled lady any assistance or so much as a chair or glass of water for her shock. Nothing. Four attempts have now been made verbal and written to request CCTV footage containing Mum under the Data Protection Act 1998, she was told it is not store policy. I got personally involved and was verbally disregarded in every manner, this caused her more distress. Tesco have now budged a little on this now that I involved local media, the ICO, and now Tesco Head office. It is disgusting that a lifelong customer, elderly and disabled, could be treated this way by this store in time of obvious distress. From my personal dealing on this I have discovered that applicable Parliamentary Law does not apply to Tesco, and that they care little, employ highly untrained and uncaring staff, but are quite hygienic, as they have washed their hands of this incident at every attempt at resolve and closure.

hollydays

I doubt they would put in writing that it is not store policy,but were you expecting to be given copies of every single camera shot in the shop? What do you think you could acheive that the Police couldn't?

Why not leave it to the Police if you suspected it had been stolen? If she suspected theft and she had more information,it's their job to investigate.

What parliamentary law are we talking about that they can disregard?

It s not tescos fault she lost her bag,you have to get that bit in perspective.

This seems a very hysterical reaction to this incident,though no doubt upsetting,yes he could have rang the phone,I would have asked to see a Manager when he refused.

Allanirish

Hollydays,

No it was obviously not in writing, but three people are witness to Tesco's handling of this incident and subsequent dealings.

No it is not Tesco's fault it was stolen. But she is entitled to store CCTV footage containing her image under the Data Protection Act 1998 under Section 7. This was for two reasons, so she could see how it happened as she is VERY careful with her handbag and wanted to see how she can prevent a repeat incident, and secondly for closure on the trauma this caused which was handled in an appalling manner by this branch's staff. I worked for the ICO and am quite in perspective thank you, the police are doing their part, but Tesco have in no way done their part.

And the arrogance and rudness of Tesco staff at this branch in every contact has been far from the 'trained staff' Tesco assured me I had dealt with upon my intervention, as Mum needed no more stress. She only requested what she was legally entitled to with Tesco assuring her that store policy was above the applicable law.

What would you do if this was an elderly, disabled relative of your's this happened to? Sit back and do nothing, let Tesco get away with yet more negligence and horrendous customer service? I think not.

ThinkingOfLinking

Sorry but you're not entitled to the CCTV. I work in Security and have the CCTV SIA License.

The police are able to fill out a Request to view form to see the CCTV footage. The public cannot do this.

When you see CCTV footage on Crimewatch, it has been released via the police and there are a lot of hoops they have to jump through first.

I am sorry this happened though, and do think Tesco could have done more to help your mother.

hollydays

Can you tell us why the applicable parliamentary law doesn't apply to tesco.
Losing personal possessions like that is a real shock,I don't wish to minimise how she felt.

Allanirish

Tesco claim that 'It is not store policy'. Despite being a law which is something I had quite a long term knowledge of in my work with the Information Commissioners Office. It is stated quite clearly in Section seven that any footage requested by the public containing their image must be supplied under the DPA and if third party involvement is deemed to be infringement, this must be removed previous. There is a fee of up to £10 to cover administration and media supply. I have just received a telephone communication from Tesco head of security telling me I can now get this, I have the mandatory 40 waiting period, and the £10 fee will be required .So sorry Flickering Ember, but I have first hand knowledge of my rights in this regard, and Tesco have now assured me of that. But Tesco have still to explain their severe mis-handling, rudness of staff, and lack of customer care which has now cost dearly to resolve.

hollydays

Well,i presume the 40 day period is the maximum time they have to reply,so IF they send it,it could be sooner,but don't hold your breath.Surely you would already know that store Policy couldn't override the law though?
I try not to shop in Tesco-they have poor customer service.

Allanirish

I wont Hollydays, they are notoriously difficult, but I only want Tesco to offer the help they as trained customer service staff should have offered. I guess anyone with an elderly relative in this situation, that was witness to the neglectful manner in which she was treated, would be on here ranting like I am, I apologise if any of that seemed personal, but I can assure you it is just frustration on my part that this has gotten this far because staff are poorly informed and trained to cope, well at this branch obviously, not generally. And what was needed was denied due to this lack of reasonable instruction.

37 days to go........ :-)

LinasPilibaitisisbatman

Sorry OP circumstances aside your post is a misinformed rant.

Tesco don't have any obligation to do any of the stuff you claim. It is the polices job to investigate and get CCTV etc.

Let them do their job and stop creating an irrlevant and unnecessary hassle.

red_devil

i agree they could have offered her a chair or something for the shock.

lillie123

On the opposite side of the coin, I was shopping in my local Tesco last week when a young girl ran in and told a manager that a woman had her bag stolen on the car park. The manager went outside immediately, calmed the lady down, brought her inside and called the police. She then got security to take two young men who had seen some of the incident upstairs to view the cctv.

Im not sure where you get the idea that Tesco feel they are above the law as in this case no one could have helped more.