Absolutely FUMING with Abbey

Meltdown_2

shellsuit wrote: »

I'd answer any security question with no hesitation, but if I were asked what I wanted the money for, I'd tell them to mind their own bloody business!

shellsuit, some of the banks regard the "what do you want the money for" thing AS a security question...!
As if ...

Meltdown_2

dunstonh is clearly NOT a jobsworth (how much is that job of yours worth anyway - £1M a year? :D) - simply trying to add some facts to the discussion. (perceived facts anyway ...)

If we take jobsworth in it's Esther Ransten/Shelfstacker definition (though a dictionary might be better than wikipedia ), then it is someone who does something because to NOT do it would put their job at risk ("more than my job's worth").
Sometimes they might realise that what they are doing doesn't make much sense, but they value their job higher than their instinct for doing the right thing.
Sometimes they revel in the petty feeling of power it gives them.
If it can be applied to bank cashiers, my feeling is that it is almost wholly the former. And to be perfectly honest, avoiding the sack and a possible jail sentence is simple good sense. (But is it at all likely that any jail sentence would arise, unless a cashier was actually colluding in a criminal act?)

There is another category of cashier that would ask the security questions simply because they are told to, without any thought for the reasons in doing so, or often for the answers being given either. The term "automaton" is more appropriate here.

The main culprits (if there are deemed to be any) are the bank managers, i.e. those who decide what questions are to be asked, of who, and why. They are also the ones who tell the cashiers what to say, and what will happen if they don't. These are also the people who have turned efficient helpful cashiers into salespeople, with the consequence that a lot of good cashiers have looked for pastures new. Result, a poorer customer experience ...

[Deleted User]

Meltdown wrote: »

The main culprits (if there are deemed to be any) are the bank managers, i.e. those who decide what questions are to be asked, of who, and why. They are also the ones who tell the cashiers what to say, and what will happen if they don't. These are also the people who have turned efficient helpful cashiers into salespeople, with the consequence that a lot of good cashiers have looked for pastures new. Result, a poorer customer experience ...

Maybe the MD, yes but the only power the branch manager actually has is to decide which leaflet goes on the left of the counter and which leaflet goes on the right, they have no power whatsoever. ;-)

Jonnno_2

With the introduction of chip & Pin in the branches their is no need for all the questions anymore, in our branch you can withdraw £5k with no notice or ID, just your card and pin.

[Deleted User]

NatWest-Staff wrote: »

With the introduction of chip & Pin in the branches their is no need for all the questions anymore, in our branch you can withdraw £5k with no notice or ID, just your card and pin.

I know I love that about Natwest, the notice thing is to do with the sizes of safes ( which is in another thread)

Scousebird_2

Personally, i'd rarther ask the questions and take the stick-than be in court for not reporting the money laundering-i've worked my backside off to pass my FSA acredditations, study all the rules and regulations and spent countless hours reviewing AML and Financial Sanction information to make sure I am a safe, compliant and confident banking adviser.

The implications of being party to a money laundering case, whether I suspected or not, will at least ensure that I never work in another financial institution again and I am not prepared to sacrifice my career, hard work and my employers reputation by looking at someone who is withdrawing money, when it is not a usual transaction, and just overlook it in fear that the customer will get mad at me. The rules are in place to protect the customer, the banks and the country from Proceeds of Crime and Terrorism so hell yeah i'm gonna ask the questions if my employer requires me to do so because that's what i'm paid to do and the law requires me to do so-and I happen to follow the laws of this country as I prefer my nice two bedroomed house (which yes i've worked hard for to get, and it's not been easy)-to a cold prison cell for 5-15yrs!

I pride myself on being an truely honest and compliant individual and I will do whatever it takes to protect customers and to prevent dishonest criminals out there from stealing from every British Citizen-which is why AML regulations are in place-to protect us and out country.

I'll get off my soap box now! Sorry!!!

PBA

tigtag02 wrote: »

Absolute TOSH!! You are telling me that thats gonna happen if the cashier doesnt ask a 70 year old lady what her £2.5K is for ~ Jobsworth is EXACTLY what the cashier (and some posters) are

So a 70 year old lady couldn't be laundering money???

You can easily say someone's a jobsworth for following the rules of their job, but I've been a front line employee with HSBC and Abbey, and at both it's been drummed in to us that there are many things you can stuff up and it's the company's fault, but you get the AML wrong and there is the possibility that you personally can end up in jail. Hence bank employees take it seriously. If you don't want to be asked questions about large deposits or withdrawals then it's not a case of don't do business with Abbey, you'd have to not do business with any bank in the UK.

gazebo

Having previously worked for a bank, I understand why the questions were asked. I also understand why the OP has taken offence to the questions so I wish to sit on the fence with my views on the particular event.

I do know that cashiers have in the past managed to prevent people being robbed of vast sums of money by asking 'what do you plan on doing with this money?'.

They uncovered a rogue tradesman/company who preyed on the vulnerable by demanding large amounts of cash up front for work which was not required or they had no intention of actually completing.

It will always be very difficult to ask these questions without offending somebody at some point. I guess it is all down to how sensitively they are asked and how the conversation has been conducted up to the point of asking.

schoolfundraiser

gatita wrote: »

I really do want to write a letter of complaint to Abbey National, (not just customer services) but to the chief executive, or some such person:rolleyes: The thing is I am unsure of where or who to send it to. I would be very grateful for any help on this.

I am still so angry at the way I was treated, and the last question asked was nothing short of disgusting.:mad:

http://www.moneymadeclear.fsa.gov.uk/ is the financial services authority's website and in the basics section of the homepage is a guide to making a complaint. They will also give you the right address to write to if you ring their helpline should you be stuck and can't find it. Once you have made your complaint to the company concerned they have 8 weeks to resolve it after which you can take it to the Financial Ombudsman for compensation or whatever.

dunstonh

after which you can take it to the Financial Ombudsman for compensation or whatever.

FOS will laugh at it.

Dear FOS, I wish to complain about Abbey because they complied with money laundering requirements. I want a load of compensation.

The FOS is there to deal with genuine complaints like mis-sales or breaches of T&C. Not the personality of the individual cashier. Going to the FOS on a complaint like this is just going to speed up the removal of the FOS as a free complaint service.