Sainsbury's Bank - Section 75

MrsMeg

Possibly my last update. I raised a complaint via resolver, pointing out that their "paper only" stance is somewhat awkward at this point in time, but also potentially discriminatory if I was partially sighted/blind. I got a response to say "complaint not upheld, as our policy is paper only, and you don't want to follow it so not a valid complaint". I am paraphrasing but you get the gist. I am slightly flabbergasted. But not entirely surprised. That's Sainsbury's off the Christmas card list.

Life__Goes__On

I personally would file two complaints,
First their reason for rejection has no legal basis. so a S75 complaint under the CCA 1974
Second, their policy is discriminatory under the Equality Act 2010

MrsMeg

I will raise the latter with the ombudsman, as I work with visually impaired charities and find this astonishing.

As to your first point, I guess I would just go round in circles, with them saying I can't play cos I don't bring paper to the game. It's exhausting (not really, but you know).

Life__Goes__On

MrsMeg said:

I will raise the latter with the ombudsman, as I work with visually impaired charities and find this astonishing.

As to your first point, I guess I would just go round in circles, with them saying I can't play cos I don't bring paper to the game. It's exhausting (not really, but you know).

You are right, as they have refused to take your S75 claim, you can go straight to the Ombudsman.

Anna_Belle

Sainsbury's accepted my S75, but have proceeded to merge it with a chargeback. I won this as the airline challenged but lost. Sainsbury's didn't give me my refund, but have raised a second chargeback (pre-arbitration). They say if the new evidence is unsuccessful the'll try something else. They haven't told me what new evidence. It was filed without giving me any chance to influence what they were sending. But airline didn't provide service. What's to argue. Flights cancelled.  I've told them, I've filed a S75. None of this should be my problem.  They are equally liable.  They are just ignoring me.  I'm avoiding the Ombudsman as I have had a bad experience there in the past few years.

MrsMeg

Not sure how Sainsbury's can get away with that. Try raising a complaint via Resolver? 

born_again

MrsMeg said:

Not sure how Sainsbury's can get away with that. Try raising a complaint via Resolver? 

Why do people say use resolver?
All you are doing is adding another link in to a complaint.
Just claim direct to card co.
But in Anna_Belle's case it is standard practice and complaint will be rejected.
They have made 5 posts in other peoples threads with exactly the same wording.

[Deleted User]

Is this a joke?
You expect to demand your card issuer can't communicate with you in writing and aren't happy about a refund methodology. I strong suspect you'll get a refund and then find your card deactivated and a note to 'sling your hook' through your letter box.

MrsMeg

They can write to me if they wish, on paper, thru the postman. But it shouldn't be the only option. They didn't refund me. They closed my claim. I have since cancelled my account with them. 
It's not a joke. You try filling in a paper form with your eyes shut. Or be blind. Quite tricky.

MrsMeg

born_again said:

MrsMeg said:

Not sure how Sainsbury's can get away with that. Try raising a complaint via Resolver? 

Why do people say use resolver?
All you are doing is adding another link in to a complaint.
Just claim direct to card co.
But in Anna_Belle's case it is standard practice and complaint will be rejected.
They have made 5 posts in other peoples threads with exactly the same wording.

I raised a complaint stating the paper only comms option wasn't appropriate, and awkward for blind folks. They closed my complaint as "they followed their policy".
At least with resolver you can escalate to ombudsmen for a fair review. I have no axe to grind. But policies that discriminate needs to be challenged.