Expert Advice Needed.

Gareth_P_2

Hi sorry I did not know where to post this but here goes. I took out an unsecured loan with Northern Rock 3 years ago on top of my mortgage, at the time they asked for contact numbers so I gave them my home, mobile, and work number. I am a Manager for a store and I have around 15 employees. Yesterday a member of staff asked to use the office phone to make a call to their bank, I said yes providing it was a short call. How's heres the problem, the member of staff was calling NR for a loan and because he was using the office phone, a guy at NR thought he was talking to me and said to to my memebr of staff "you already have a loan for x amount, how much more would you like to borrow". My member of staff replied no that's not correct, and the NR replied "Well it that MR X" (Me). After the call the member told me exactly how much I had outstanding on my account and NR did not ask for security questions. I contacted NR straight away and was told because I had given them my work number, and the number had called them, they did not need to ask for any security q's. I am very gutted and very embrassed that now all my staff could know about this large loan, and I am sat wake now thinking about all the problems this could cause. I really feel like taking Legal Action against NR, and I just wanted advice whether they have seriously breached customer confidentiality. Any advise would be greatly helpful.

Llyllyll

Sorry, can't give you any legal advice but this:

I contacted NR straight away and was told because I had given them my work number, and the number had called them, they did not need to ask for any security q's

is totally wrong. There is no way the sole security of your account is governed by a telephone number.

Others may have better advice, but I would go straight to the top at Northern Rock (list of company director's here - don't bother with their internal complaints procedure) and also contact the Information Commisioner's Office at http://www.ico.gov.uk/complaints.aspx.

I also have a loan with NR and may make a few enquiries into their security measures.

lotto-dreamer

The Financial Ombudsman has a good article on "The Bankers Duty of Confidentiality to the Customer"

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/45/45_bankers_duty.htm

I cannot give legal advice either but it certainly does not reflect too well on NR. I am sure this gives concern to all of us who have loans or mortgages with NR.

Hope this helps

Astaroth

You would only be able to pursue legal action for the losses you have actually sustained because of their negligence - in other words a court would have to decide how much money your embarisement is worth and to be honest, unless it causes you to be diagnosed clinically depressed or means you have to resign your job then any compensation would be very small.

It would certainly seem that they have however breached what people would consider normal client confidentuality. I personally would complain to the Information Commissioner who investigates breachs in data protection and can ultimately revoke a companies licence to store customer details: http://www.ico.gov.uk/

If you are looking for compensation then the Financial Obudsman Service is where you would need to go however before you can raised a complaint to them you must have received a final response in writting to your complaint from NR

Gareth_P_2

Many Thanks for your replies. I think the first thing I need to do is write to NR and see what reply I get. I am just really gutted that this really private information could become public knowledge where I work and that I may be looked upon in a different light and could cause loose gossip (although I trust this member of staff enough to think that this could remain confidential). Another problem I am concerned about is if I complain to NR could they become nasty with me and demand me to settle my outstanding balance?. I have never missed a repayment. This whole thing has just really got to me, and really whatever I do NR have already done the damage. I know I won't lose my job over this, but just wanted to keep my private life outside work private.