L&G vandalised my marriage certificate

Petty_Vagrant

I recently tried to claim from L&G about being mis-sold an endowment policy. They agreed that we had been mis-sold it but were not going to give us any compensation. That is one aspect of why I’m rather pi**ed off with them but that is a battle for another day.

The reason why I’m having my rant here is that they requested that I send them our original marriage certificate. I was very reluctant to do this but figured that this must be standard practice and they did say that they would take ‘good care of it’. When it was returned to me it had been hole punched! I know it may not sound like a lot, call me soppy but it really upset both the misuss and me. In the letter they sent, buried half way down the first page there was one line about ‘accepting their apologies’, which again I thought to be rather thoughtless of them.

I sent them a letter straight away telling them how angry I was about what they have done. I also said that it was not the end of the matter but to be honest I don’t know what else I can do about it apart from having a moan here and generally slating them off to all who will listen. I’m not even sure what they can do to resolve this issue as the certificate cannot be repaired.

Wig

I think they have damaged your property, and caused you heartache and suffering (or whatever the legal term is) I think if you went to lawyer specialising in libel (because they would be well versed in the "damages from heartache and mental anguish" side of things) you might be able to atleast screw some money out of them.

sarahg1969

I can sympathise. When my son was born, I sent off his birth certificate to the child benefit department (in an A4 card-backed envelope). It came back folded into four, with a compliments slip stapled to it, and with a coffee cup ring on the back.

Bamber19

libel? hmm

Debt_Free_Chick

Petty_Vagrant wrote: »

I’m not even sure what they can do to resolve this issue as the certificate cannot be repaired.

If you look carefully at the certificate, you'll see it's not "original". It's a copy or extract of what's in the register - at the church or registry office where you married.

If you apply to the registry, they'll send you a nice sparkling clean one. But you'll have to pay about £7 and either visit in person, or apply in post.

I suggest you send a calm letter of complaint to L&G ...

Dear L&G

I am disappointed that you have turned down our claim for a mis-sold policy ... blah, blah, blah (not too much here).

However, the reason for this letter is to draw to your attention the fact that my marriage certificate was damaged, whilst in your possession. The certificate is of immense sentimental value to me and it was very upsetting to have it returned, having been "hole-punched" as if it were to be placed in a folder.

Whilst I can obtain another copy, it will cost me time and money to do so. In addition, it will always be "the second copy" and not the original document handed to me on my wedding day.

Under the circumstances, would you please consider a payment to reflect the cost of replacing the certificate and the distress and inconvenience you have caused.



I'm sure you'll get something from them.

Re the opening paragraph - don't go on about the claim for mis-selling. If you want to pursue that, leave it for a separate letter. Keep the claim re the marriage certificate completely separate.

HTH

dmg24

Wig wrote: »

I think they have damaged your property, and caused you heartache and suffering (or whatever the legal term is) I think if you went to lawyer specialising in libel (because they would be well versed in the "damages from heartache and mental anguish" side of things) you might be able to atleast screw some money out of them.

I would be surprised if the OP can afford to bring a case of libel (and I don't believe there is a case to answer). That is no offence to the OP, costs for a libel action can easily run into the hundreds of thousands ...

I would go with D_F_C's letter, it is polite and to the point. No consolation, but I doubt the act was malicious, just some silly person that did not realise the sentimental value of the item (there are some very silly people about!).

Let us know how you get on x

Petty_Vagrant

We were married in Barbados 18 years ago and the certificate does appear to be 'original'. i.e hand written and signed by us, our witnesses and the minister who married us so I doubt we would be able to obtain another one although I know we signed two on the day.

I'm not bothered about compensation as such because I don't know what would be an appropriate figure anyway. The purpose of compensation though is to hit companies where it hurts (in the pocket & reputation) in the hope that in future that they get their act together.

As far as sending a 'calm' letter is concerned - too late! I believe strongly in being honest and if that means say exactly how I feel then so be it. My letter was politely written by very much to the point about ow I felt.

Debt_Free_Chick

Petty_Vagrant wrote: »

We were married in Barbados 18 years ago and the certificate does appear to be 'original'. i.e hand written and signed by us, our witnesses and the minister who married us so I doubt we would be able to obtain another one although I know we signed two on the day.

Why not contact them and ask them?

As a Commonwealth country, it could be that their system is very similar to ours. Our certificates look original and until recently were always handwritten - but the certificate is just evidence of what is recorded in the register. The original register is held at the Registry Office

I'm not bothered about compensation as such because I don't know what would be an appropriate figure anyway. The purpose of compensation though is to hit companies where it hurts (in the pocket & reputation) in the hope that in future that they get their act together.

The problem with compensation is that you have demonstrate actual, real financial loss. Or claim for "personal damages" for distress.

Petty_Vagrant

I totally agree with dmg24 that it was a thoughtless act by some office bod. As I said in my OP, I'm not sure what I want to happen in regard to this but the more I think about it, I suppose a proper apology and an assurance that they have changed their systems of working so they actually do look after people's documents properly would be handy.

L&G really should train their staff properly in how to treat peoples personal documents in a respectful manner - the stupidity of a staff member actually equates to poor management systems!

Petty_Vagrant

D-F-C - thanks for that. I'll give that a try later as it would be great if I could get a replacement. I suppose I just assumed that it would no be possible.

Badger_Lady

I used to work in the post room for one of L&G's competitors. There were strict rules about looking after certificates, but occasionally one of the following would happen:

- Slicer (machine for opening envelopes) slices a certificate in half
- A member of staff without proper training (e.g. temps) puts a staple through it
- It gets lost down the back of a desk or hidden in a pile of papers

In any of these circumstances, we would apologise and offer to pay for another copy from the registry. I'm absolutely positive that, if you write in to complain (telephone call might be difficult - most call centres don't know anything about the post room), they will compensate you for the damage and allow you to get a new copy.