Littlewoods

[cymruambyth]

Re: Littlewoods

It was applied in 1998; I can't remember any of the details.

[di30]

Re: Littlewoods

I don't think they would have given you the chance to be honest and probably just applied it to your account. That is my feeling anyway, and if they think it was suitable for you, they should provide the details in full of why they thought it was suitable for you at the time they sold it to you.

If this happens with mine, I will not be leaving it there, despite it being a final decision, I will raise other issues at the same time, of how poorly they dealt with the complaint.

[di30]

Re: Littlewoods

Cym, it had taken almost 4 months for them to write back with a final decision to you, you had been more than fair to them, and they taken all this time to write back, stall, ring then reject!!

[di30]

Re: Littlewoods

Can you recall on all the questions they asked you on the phone?

Want to see if they add up to the decision they made.

[di30]

Re: Littlewoods

I will do more researching on this over the weekend, but I have to admit, I thought you were on to a winner here, going by some other success stories, and am so sorry you have received this decision.

I am annoyed as well because they had taken all this time to tell you.

Despite that I personally believe you still have a case here.

[cymruambyth]

Re: Littlewoods

Thank you for ally our support and comments. I will take further action. After the questions I thought I was okay!

Questions included, employment status (at home with children), whether I had accidental contents insurance and who the insurer was (can't remember details but definitely had accidental cover as have 4 sons and numerous dogs!), if payments could be coveted by savings or family members (think I answered yes), subsequent employment and health questions.

[di30]

Re: Littlewoods

Your welcome Cym. I really want to try to help all I can, and don't want to see them get away with it!

So the questions they asked and that you answered to, should have been taken into consideration, they obviously did not take into account at all.
What a waste of time for you and phone call!

They failed you big time, and it's likely to be the same for me too, so I want to be prepared for the next step as well.

I'm glad you will be taking further action, I would be sending the Manager/CEO a copy of the letter the same time.

You could complete one of their online forms when it comes to it if you want to.

http://www.littlewoods.com/help/en/o...lp-system.page

[di30]

Re: Littlewoods

There is a list it states complaints, click on that, and a form comes up.

A drop list will ask you the nature or subject, I would for this one click on for the poor service x

[di30]

Re: Littlewoods

If you want to treat the poor service separate to the Insurance is up to you.
Maybe they will consider upholding on the grounds of the poor service you received of the insurance complaint as a goodwill gesture.

I have saved every email I received, and everyone of them are dictating the other, if I complain on the grounds of a poor service given, I shall be enclosing every copy of emails sent and received, and the time taken, plus the confusion of the ref numbers, 3 lots of complaint forms and so on.

[di30]

Re: Littlewoods

From littlewoods/shopdirect website....

Shop Direct Finance Company Complaints

Shop Direct Group is the UK's leading online and home shopping retailer. Within that, Shop Direct Finance Company
provides a range of financial service products to support our retail business.

Our strong portfolio of brands and wide range of retail products are brought to you by Very,

isme, Littlewoods,
Woolworths.co.uk, K&Co and Brandquarter.

We put our customers at the heart of everything we do and aim to provide quality products and first class service at all
times. However, we do recognise that, on occasion, you may feel that the service you received did not meet your
expectations. In this instance, we welcome your feedback to help us continually improve our processes.

As part of our ongoing commitment to provide a world-class customer service, we run a multi-award winning ‘Customer 1st’

programme dedicated to improving customer experience. In the last six months, more than 120 improvements have been
made as a direct result of customer feedback.

In the last year, we processed 19.7m retail orders and our total number of Financial Services Authority (FSA) reportable
complaints represented just 0.10% of that number. We treat each complaint very seriously and aim to resolve all of our
customers’ enquiries promptly.
The following table provides information on FSA reportable financial service complaints received and closed in the time

period shown for Shop Direct Finance Company. This information is provided to the FSA.

[cymruambyth]

Re: Littlewoods

Need to check email address for CEO as I have had no reply; did not have an acknowledgement of email to customer excellence team today. Have copies of all letters and any emails.
Will complete it tomorrow when I am slightly more awake"

I had started aFOS complaint form, but will redo to include update.

I may have failed(so far) but at least I was acknowledged!
After my initial success with LTSB I seem to be sinking without a trace; I suppose that trying to deal with everything else meant that PPI and charges all went by the by.

[di30]

Re: Littlewoods

Cym

My letter has arrived, and its worded more or less like your's, and yes rejected.

I am going to write back to them about this but raise it as another complaint.
I will be printing all copies of emails today, and not only that they have the ref number incorrect again.

They said I would have received a call, but have got them there straight away, we not long moved into that house and the phone line was not put in till some time afterwards, my hubby reminded me.

I certainly will be bringing up about the poor service since July, and in the SAR they could only provide me with the statement of when it was taken out to last payment made, nothing about T&C's, so how would they know they provided them, if they believe they provided everything within the SAR paperwork in relation of the account of extra care cover.

I will mention that phone call as well, and make it clear that I was aware that it was to go through some questions, but they failed to ask of anything further but just decided to reject and sent the letter out.

[cymruambyth]

Re: Littlewoods

Sorry to hear that you have the same letter, must be a policy decision! After my phone call I did feel quite positive as they asked loads about whether I have contents insurance, accidental damage etc and alternative methods of paying, all of which showed that I didn't need the policy.

[di30]

Re: Littlewoods

Sorry to hear that you have the same letter, must be a policy decision! After my phone call I did feel quite positive as they asked loads about whether I have contents insurance, accidental damage etc and alternative methods of paying, all of which showed that I didn't need the policy.

That's ok hun, I guessed mine would be the same after you received your disappointing letter, as both of us have more or less the same reasons.

I have just sent them an email now, to tell them they didn't follow the complaint procedures to FSA rules, and that they failed to take into account everything I told them on the complaint letter.

It was not nasty but rather blunt, I said it as it is sort of thing lol x

[di30]

Re: Littlewoods

Email received here, I have to praise this dept as they do always get back to me, but not the excellence team.....

Hi D

Thank you for your email.

We have now passed this over to our customer excellence team and hopefully someone will get in touch soon. We apologise for the inconvenience caused in this matter.

Many Thanks


Littlewoods Help Team