Shawbrook Bank - Ignores undelivered maturity emails- assumes you've received them.

Rich1976

HUMBUG said:

What I might do is actually refer the FOS to the 'High Level Principles' link and point out these sections for him to consider.

--------------------------------------------------------------------------------

PRIN 2.1 The Principles

PRIN 2.1.1

12 Consumer Duty

A firm must act to deliver good outcomes for retail customers.

6 Customers' interests	A firm must pay due regard to the interests of its customers and treat them fairly.
7 Communications with clients	A firm must pay due regard to the information needs of its clients, and communicate information to them in a way which is clear, fair and not misleading.

Do you really not have anything better to do with your time?

I do not mean to come across rude but surely all of this has been blown out of proportion by yourself and you just need to move on. I get you are peeved about the email failure and the 0.10% interest, but if that is the banks processes then so be it. It doesn’t mean you have to agree with it or think it is fair.

HUMBUG

Secure Trust Bank email process:

--------------------------------------

Thank you for contacting us.

If an email bounces back to us; we will contact you via letter, and telephone.

---------------------------------------

HUMBUG

Rich1976 said:

HUMBUG said:

What I might do is actually refer the FOS to the 'High Level Principles' link and point out these sections for him to consider.

--------------------------------------------------------------------------------

PRIN 2.1 The Principles

PRIN 2.1.1

12 Consumer Duty

A firm must act to deliver good outcomes for retail customers.

6 Customers' interests	A firm must pay due regard to the interests of its customers and treat them fairly.
7 Communications with clients	A firm must pay due regard to the information needs of its clients, and communicate information to them in a way which is clear, fair and not misleading.

Do you really not have anything better to do with your time?

I do not mean to come across rude but surely all of this has been blown out of proportion by yourself and you just need to move on. I get you are peeved about the email failure and the 0.10% interest, but if that is the banks processes then so be it. It doesn’t mean you have to agree with it or think it is fair.

Doesn't make any sense to 'move on' when :

1. 1st Tier Complaints said they do contact the customer by other means if they get an undelivered email. That conversation is recorded.

2. 2nd Tier Complaints say they do not monitor automated emails. That conversation is recorded.

So how can Shawbrook contact the customers about undelivered email when they don't have a process to monitor them?  Seems like a contradiction in their internal processes.

3. The T&Cs state the following :
6.3. We will contact you by text message, by email and by Secure Message to give you information about your savings account or to let you know that a statement or document is ready to view in your account.

They don't seem to contact any customers by SMS message when a document is ready to view in their online accounts. So why have clause 6.3 in their T&C's? 

4.  The 0.1% interest they applied may have broken the  ‘Consumer Duty Standard’ published in Sept 24.

Finally , I don't think they have fully complied with 'High Level Principles' as mentioned in my previous post.

My letter has now been written and posted to FOS. Hooray.

gt94sss2

The last email I received from Shawbrook saying I had a new edocument to view came from Savings.DoNotReply@shawbrook.co....

I would say that is quite conclusive that they don't monitor any responses..

TheBanker

HUMBUG said:

What I might do is actually refer the FOS to the 'High Level Principles' link and point out these sections for him to consider.

--------------------------------------------------------------------------------

PRIN 2.1 The Principles

PRIN 2.1.1

12 Consumer Duty

A firm must act to deliver good outcomes for retail customers.

6 Customers' interests	A firm must pay due regard to the interests of its customers and treat them fairly.
7 Communications with clients	A firm must pay due regard to the information needs of its clients, and communicate information to them in a way which is clear, fair and not misleading.

I don't think there is any needs to do this. The FOS will be well aware of the FCA's Principles and will apply these to every complaint they consider. 

Ultimatley the FOS have to decide what is a 'fair outcome' for both you and Shawbrook. Even if they find Shawbrook should have tried to contact you by a different method, it does not follow that a 'fair outcome' will be Shawbrook paying hundreds of pounds of interest. I think FOS will take into account that:

- You should have known the maturity date and realised that you needed to give an instruction, even in the absence of a reminder from Shawbrook
- You should have kept your email details up to date in line with Shawbrook's terms and conditions
- You should have realised that your product had matured, and therefore questioned what had happened to your funds, which could have been answered by logging into your Shawbrook account

In summary my view would be that, even if Shawbrook should have made more of an effort to contact you, they are not responsible for your loss. Even if Shawbrook should have made more of an effort to contact you, you should have also taken steps to mitigate your loss.

Let us know what they decide though. And if it does end up with an ombudsman decision, please share the link when it's published. 

Section62

TheBanker said:

HUMBUG said:

What I might do is actually refer the FOS to the 'High Level Principles' link and point out these sections for him to consider.

--------------------------------------------------------------------------------

PRIN 2.1 The Principles

PRIN 2.1.1

12 Consumer Duty

A firm must act to deliver good outcomes for retail customers.

6 Customers' interests	A firm must pay due regard to the interests of its customers and treat them fairly.
7 Communications with clients	A firm must pay due regard to the information needs of its clients, and communicate information to them in a way which is clear, fair and not misleading.

I don't think there is any needs to do this. The FOS will be well aware of the FCA's Principles and will apply these to every complaint they consider. 
...

I think that is a fairly optimistic view on how FoS work...  with the Co-op switching bonus issue forum members had to proactively point out the "clear, fair and not misleading" principle before the adjudicator/ombudsman (can't remember which) finally twigged that T&Cs which were as clear as mud weren't fair on the consumer.  This, after initially siding (in several separate complaints) with the bank's interpretation of the T&Cs.

The first FoS complaint I made the adjudicator had no clue what BCOBS was (we were talking about my complaint on the phone), as well as claiming FoS were 'above the law' when it came to basic legal principles.

If you want someone to understand what your complaint is, sometimes you have to spell it out.

MeteredOut

HUMBUG said:

Rich1976 said:

HUMBUG said:

What I might do is actually refer the FOS to the 'High Level Principles' link and point out these sections for him to consider.

--------------------------------------------------------------------------------

PRIN 2.1 The Principles

PRIN 2.1.1

12 Consumer Duty

A firm must act to deliver good outcomes for retail customers.

6 Customers' interests	A firm must pay due regard to the interests of its customers and treat them fairly.
7 Communications with clients	A firm must pay due regard to the information needs of its clients, and communicate information to them in a way which is clear, fair and not misleading.

Do you really not have anything better to do with your time?

I do not mean to come across rude but surely all of this has been blown out of proportion by yourself and you just need to move on. I get you are peeved about the email failure and the 0.10% interest, but if that is the banks processes then so be it. It doesn’t mean you have to agree with it or think it is fair.

Doesn't make any sense to 'move on' when :

1. 1st Tier Complaints said they do contact the customer by other means if they get an undelivered email. That conversation is recorded.

2. 2nd Tier Complaints say they do not monitor automated emails. That conversation is recorded.

So how can Shawbrook contact the customers about undelivered email when they don't have a process to monitor them?  Seems like a contradiction in their internal processes.

3. The T&Cs state the following :
6.3. We will contact you by text message, by email and by Secure Message to give you information about your savings account or to let you know that a statement or document is ready to view in your account.

They don't seem to contact any customers by SMS message when a document is ready to view in their online accounts. So why have clause 6.3 in their T&C's? 

4.  The 0.1% interest they applied may have broken the  ‘Consumer Duty Standard’ published in Sept 24.

Finally , I don't think they have fully complied with 'High Level Principles' as mentioned in my previous post.

My letter has now been written and posted to FOS. Hooray.

Any chance you could post a transcript of the pertinant parts of those calls, as wording you posted before stated that Shawbrook said they would contact the customer if mail was undelivered, not email. If the 1st Tier Complains did say email, I suspect that was a simple mistake/confusion, since the reply-to address is evidently not one that is monitored.

I don't believe the FOS make decisions based on a simple mistake from a low-level staff member.

happybagger

HUMBUG said:

What I might do is actually refer the FOS to the 'High Level Principles' link and point out these sections for him to consider.

--------------------------------------------------------------------------------

PRIN 2.1 The Principles

PRIN 2.1.1

12 Consumer Duty

A firm must act to deliver good outcomes for retail customers.

6 Customers' interests	A firm must pay due regard to the interests of its customers and treat them fairly.
7 Communications with client	A firm must pay due regard to the information needs of its clients, and communicate information to them in a way which is clear, fair and not misleading.

If only you were as diligent with your own (not inconsiderable sum in) savings as you are with your current research, life would be so much simpler for you now.

happybagger

HUMBUG said:

Secure Trust Bank email process:

--------------------------------------

Thank you for contacting us.

If an email bounces back to us; we will contact you via letter, and telephone.

---------------------------------------

Useful to know, if you had your funds with STB. But your case is with Shawbrook.

Section62

MeteredOut said:

HUMBUG said:

Any chance you could post a transcript of the pertinant parts of those calls, as wording you posted before stated that Shawbrook said they would contact the customer if mail was undelivered, not email. If the 1st Tier Complains did say email, I suspect that was a simple mistake/confusion, since the reply-to address is evidently not one that is monitored.

I don't believe the FOS make decisions based on a simple mistake from a low-level staff member.

Actually, CS staff giving out false/misleading information is one of the more straightforward complaints... if they don't know they are supposed to ask and get back to you with a response.  Perhaps less likely a complaint like this is going to get to FoS though as the banks seem keen to apologise and offer a gesture of goodwill if they discover a member of staff has gone off script.

It will be interesting to see the outcome of the OP's complaint... it wouldn't surprise me if the conflicting information given by Shawbrook staff isn't the one part of the complaint the FoS do uphold.