MSE News: Guest Comment: How we're working with claims firms to improve standards

Former_MSE_Helen

Simon Tunnicliffe, explains how the Legal Ombudsman supports the claims management industry to improve customer service...

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Guest Comment: How we're working with claims firms to improve standards




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agarnett

I was just about to start a new thread to warn MSE'ers of the underhand tactics used by a particular company "Rock Law" to introduce their service under false pretenses.

I have received at least 3 automated calls from this particular company to my mobile since 8th April - I haven't checked my logs back further, but the CLI used was 0843 724 1354 and previously I think they have used 0843 724 5703.

The call message starts by saying that the calling company "We" have tried several times to contact you to process the PPI refund that you are owed. Press 5 to be put through to the Refund Department or 9 to opt out.

Now I am not sufficiently gullible to believe that this was a message left by any firm with whom I actually have or have had business, but unlike previous calls that I have dismissed, I was curious this morning to see where Press 5 actually led because the message has been carefully designed to make an average caller think it might actually be official.

A girl with a Welsh accent answered as "The Refund Department" and immediately asked for my name. Countering, I asked "Refund Department from what organisation please?"

The answer sounded like "management services something help something with PPI" and "We are Rocklaw"

I said Oh, so we haven't actually any business between us and you don't actually know if I am owed anything by anyone?

I don't recall exactly how she answered that, but in any event I quickly made my position clear and said that I disagreed with any marketing practice which involved initially masquerading as someone already doing legitimate business with the prospect.

"What do you mean - masquerading?" She said.
"Pretending to be the Refund Department of my bank?" I said

"Then why'd you Press 5?" she said and immediately hung up !


I submit that such outfits need squashing very fast, or their collars felt very effectively.

Pincher

Remember the cycle of abuse. The people who work these phone lines were elves once. Sauron tortured and abused them to become orcs. They are no longer people, but minions of evil.
Even when they are released from His foul grip, they are forever touched, and will do ill to any and all that are vulnerable.

ACG

I have never had a single complaint against me as an advisor or my company so I have no reason to have a dislike of CMCs - Do nothing wrong and you have nothing to worry about is pretty much my take.

However you read so many stories about CMCs both trying to abuse their position and bully firms (a lot of the time small 1 man bands) and/or taking clients money and making claims on a punt knowing they have nothing to lose.

Would it not be a good idea to have a register for how many claims they make and their success rate? If they are getting less than 50% then surely there is a problem and they are working on a numbers game rather than any solid research into peoples claims.

As I have said, I have had no complaints and I genuinely do my best for my clients but I do worry that the day will come when I receive a claim for something of nothing.