Struggling To Get A Response Overview
Are you struggling to get a response?
It appears symptomatic of many large organisations that attempts to automate and reduce staff numbers may affect customer service levels.
As the organisation grows and becomes more dependent upon processes and computer systems it may risk being less flexible and able to respond to a situation that is not already addressed in its pre-existing procedures. The organisation then risks being unable to respond to matters outside of the norm as it may have insufficient numbers of people trained to deal with the same.
The problem then means matters which through proper engagement and communication could be sorted may descend into avoidable complaints and even in some cases litigation.
Bank Contact Example
To highlight the issue consider our recent approach to a major high street bank for bank statements on a matter.
There was no response until we had complained a couple of times and even then it was not terribly engaging.
So we called them up and this process was ineffective because upon calling them up their customer service agent asked for our postcode which was of no use because our postcode was not relevant to their systems.
Then they referred us to their collection agents who we called up to go through the motions who asked for their reference. We then emailed them, to explain fully and tell them we do not have a reference. They did actually respond to our email but then asked for their reference which was unhelpful as we did not have it.
The process is of course difficult and sometimes can be a little frustrating.
However, the situation needs to be addressed above all else in a calm manner. One needs to recognise and to a certain extent accept that the procedures although perhaps far from ideal are what you have to deal with and the alternative is a slower Ombudsman (sometimes) and even could be a costly court process if you are getting nowhere.
But there are potential ways that you might get your communications in front of people who can help you. You must however not approach matters in an aggressive, unreasonable or spammy way. Remember you are trying to get someone to help you and to get you the engagement and attention you need.
So some persistence but with perhaps lots of reasonable patience is likely to be appropriate and could produce results.
Three Resources That May Improve Matters If You Are Struggling To Get A Response
The following are a series of potential ways you might improve your engagement with a typically large, perhaps bureaucratic organisation.
Write To The CEO
You might be able to write to the CEO and discover their name.
If you use ceoemail.com you might even ascertain the publicly recognised email address of the CEO and through that address, you may be able to obtain a response from the Chief Executive’s office.
Legal Department
Large organisations often have a legal department that employ qualified lawyers.
You might obtain engagement from such a department who could be sympathetic to your issues, particularly if you have had your communications overlooked for an unreasonable period of time.
But how do you contact the legal department?
Well, one way to do that is to search the Law Society’s solicitors online website. You may well find a contact address and even a central email address for the legal team.
Financial Services Companies
Many financial services companies have to be registered with the Financial Conduct Authority (“FCA”).
A search of the FCA register may afford you an address and email address for the relevant organisation’s FCA complaints person that might improve your responses.
Are you a UK company Director?
If you are a Director of a company then Oliver Elliot can help you. We Know Insolvency Inside Out.
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This page Struggling To Get A Response? is not legal advice and should not be relied upon as such. This article Struggling To Get A Response? is provided for information purposes only. You can contact us on the specific facts of your case to obtain relevant advice via a Free Initial Consultation.
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