Littlewoods Group Discrimination

WestieDog10

Hi,


I am after some advice on how to proceed.

I opened a catalogue account (well known) last year, actually by mistake as I wanted to only pay upfront- for a book they had for a Christmas present.


I decided to use the account on and off, have always made payments on time.

When I moved they wanted me to supply them with ID to prove my identity as it was a new account, which I did and they completed the address change.


A few months later I tried to get a coat they had on another brand of the company, the account was approved.


Since I have had several high value orders placed, all paid for and on time.

The problem has arisen that I placed an order for a small item which was £10 which was held for a fraud check.

They've spoken to me on the phone to confirm this was me who placed the order. 

However they do not believe I am the account owner, and the reason is because apparently I sound like a Male when I am in fact female, and a fraud advisor has actually left notes on my accounts stating exactly that - the exact wording 'Passed all ID checks, details confirmed and order within behaviour of account. Payments all up to date and order within credit limit. However, the caller sounds Male and for such reason all accounts held by them are blocked and the contract with us is terminated on grounds of risk policy'.

I've had that information disclosed by complaints team who agree it's a very serious allegation and discrimination as I have been told all my accounts are blocked and I can never order again on them due to this reason alone.


My question is where do I go with this now?

The matter is so serious that they have ramped it straight to the directors department as it's not able to be dealt with by complaints team due to nature.

ID was not requested again, they made the sole reason by my voice alone.

Again all payments made on time, registered on ER, never missed a payment, the item was for £10 yet last week an item for £120 was processed without problem.

user1977

WestieDog10 said:

My question is where do I go with this now?

I suppose the first question is what resolution are you seeking? Do you want to give them further business?

WestieDog10

user1977 said:

WestieDog10 said:

My question is where do I go with this now?

I suppose the first question is what resolution are you seeking? Do you want to give them further business?

Oh I've already been advised it's likely the decision will be overturned after review by the ones up top and my instant reply was I really don't care, I will never order again from the company and don't want anymore to do with them

I feel offended, humiliated, upset and angry.
The Equality Act 2010 clearly gives the legislation and that a business cannot discriminate against a customer which they should be fully aware of.


I'd like the member of staff who has caused all this to be suspended and put in front of a panel for possible disciplinary proceedings.
Secondly, I don't want money from this, I've already been hinted by them it's likely what will happen but that isn't the problem.
I feel offended, hurt and disgusted that a company has made a personal, irrelevant remark about me even after I've satisfied all checks.

What are the potential resolutions I can seek? 
Surely the member of staff can't keep their job now after this?

user1977

Any discrimination is (as far as you're concerned) by the company, you don't have any right to know what happens to individual employees and it's unrealistic to expect that - you certainly can't dictate what happens to them.

Brie

I expect the most you will get regarding the employee is someone stating that they've been given feedback on their comment and how it made you feel.  

As for the money - you might as well take it.  If you don't want it give it to a charity.  Many large companies will donate on your behalf directly if asked.

WestieDog10

user1977 said:

Any discrimination is (as far as you're concerned) by the company, you don't have any right to know what happens to individual employees and it's unrealistic to expect that - you certainly can't dictate what happens to them.

I understand that but this member of staff clearly is very judgemental at best, as all other people spoken to have even said they disagree with the comments and that they are perfectly happy with the information given.


One member of fraud actually took all the restrictions off but the same member of staff whacked it back on hours after.

Best I guess they can offer is to wipe the balance of the accounts, which are only a few hundred quid anyway.

If they offered a financial pay off which I guess is what they will do, I still wont ever shop again with them now, I've never ever experienced anything like this.

If they had any doubt I'd have supplied proof but to make a comment and deny me service, that's discrimination no doubt about it.

Sandtree

WestieDog10 said:
If they had any doubt I'd have supplied proof but to make a comment and deny me service, that's discrimination no doubt about it.

Having worked in telesales it is difficult and a little "damned if they do, damned if they dont". Ignoring those companies that have invested heavily in AI/ML and have voice recognition the reality is that most spouses could answer all the ID checks possible and probably many kids.

We used to forever get what sounded like a young child calling up claiming to be Mr or Mrs XXX and want to order a new playstation or new kids bike but they could pass our basic security checks of account number, address and date of birth. Do you put the order onto the account and risk the parents refusing to pay because their 9 year old son was the one placing the order? Do you decline the order and risk accusations of offending them etc?

There were several accounts where on going in a warning sign said that customer sounds male but this has been confirmed (and in one case it stated they were transsexual). I'm fairly sure these days that cannot be allowed, something of that ilk is highly sensitive personal data and I doubt the systems and controls were sufficient for that (protection of card numbers certainly wouldnt pass modern standards either).

I'm no equalities act expert and so wont opine on if its legally discrimination but can see how it could be offensive/inconvenient but also that the accounts have to be protected.

Easiest answer, order online.

Aylesbury_Duck

Potential resolution?  They should provide a genuine apology and perhaps a small gesture of goodwill.  Perhaps a charitable donation or a £20 gift voucher or similar. 

MobileSaver

WestieDog10 said:

I feel offended, humiliated, upset and angry.
The Equality Act 2010 clearly gives the legislation and that a business cannot discriminate against a customer which they should be fully aware of.

I think you have misunderstood the Equality Act; businesses can of course perfectly legally discriminate against customers for any number of reasons. What businesses cannot do is discriminate due to any of the nine specific "protected characteristics".

Littlewoods obviously don't and aren't discriminating because you are a woman, they are discriminating because you sound like a man. The only possible illegal discrimination I can envisage is if you have had gender reassignment, told them so and they have ignored that when making their decision. Is that the case?

Manxman_in_exile

MobileSaver said:

WestieDog10 said:

I feel offended, humiliated, upset and angry.
The Equality Act 2010 clearly gives the legislation and that a business cannot discriminate against a customer which they should be fully aware of.

...The only possible illegal discrimination I can envisage is if you have had gender reassignment, told them so and they have ignored that when making their decision. Is that the case?

That's the only think I could think of - but didn't want to be the first to say it!  

(Although, if it were the case, I assume the OP would have mentioned it... )

bris

Most if not all their calls are recorded. Now no disrespect to anyone but playing devils advocate here what if after all the checks were complete and there was still some doubt, that doubt would be the "male voice". 

Disrespectful as it may be to you we don't know what that sounded like to the agent at the other end of the phone.

Now lets go one step further and it did turn out to be a fraud attempt, the call is now played back by the fraud department and here is a recording of you a female who sounds like a male from the recording, thats a huge problem for them and for the original agent who answered the phone as they would really have no defence against that.