CUSTOMER SERVICES? Or are we really just talking to ourselves?

Todays blog has to be one of my most favourite subjects. I do have a huge varied amount of favourites but this one is definitely in my top 5 .

Once apon a time, a long time ago the customer was always wearing a smile. The customer always got exactly what they were expecting with no small print to endure. The customer always was right and never ever would have to argue their point to maybe more than 6 people in 6 different countries at least 6 times over from the start. The customer would never be on hold accuring huge costs to their phone bill whilst in some cases earning money for the company they were complaining to. The Customer many many many fairy tales ago would never after a just complaint feel as if they were in the wrong. 

Not so now though in 2011. Many of us everyday have something different to complain about. We all feel cheated at different times that what our very precious and hard earned money was spent on we feel we should get what we were told we would. We all have a choice where to spend our money and these companies really need to appreciate this.

So today I have compiled 10 top tips on complaining and getting exactly what you expected and even a little more for your trouble.

·         Before you start make sure a pen and paper is to hand to take names and notes. Have an documentation is front of you. Always keep these things together you will definitely not only be calling once!

·         Check out the companies complaints procedure. Check out their contact details. Sometimes an email or postal address is great to use in a complaint but keep copies of everything.

·         CHECK OUT THEIR PHONE NUMBER. Some have premium rate lines and you end up getting more of a phone bill than what you wanted to get in the first place no matter how bad it made you feel.

·         Remember be nice! People for some reason can’t always be rude to nice people. 

·         When phoning in a complaint always take their name and extension number. Be very clear to them about what has happen and how it made you feel.

·         NEVER EVER TAKE NO FOR AN ANSWER. All of these companies at present use the word ‘NO’ as first port of call. Most people presume that is that and never deal with it again. Definitely not remember it’s your money they took in return for a not so good deal.

·         Always try to get the customer service agent to come away from their script of ‘NO,NO, NO’ and try to get them to see it from your side, maybe even if it were them. They are all human even though sometimes it does seem a little like talking to a wall.

·         If you get passed and passed on to other agents, repeating your story. Always let each agent know how that is making you feel. Remember these calls are recorded and can be listened to again. Not all agents note that they have even spoken to you but a recorded call doesn’t lie.

·          When feeling frustrated and ready to give up with the whole thing ask to speak to a manager. Most times you will be told that there is not one available. Just like in all businesses across the country that run themselves with no managers. Keep asking and eventually you may even be told you will get a call back.

·         Finally, never give up, keep going and always follow up promises from the company! It really does pay to do so. I mean most companies really don’t care to much who you are once you have paid so it’s your job to let them know!

So that’s my huge top 10 tips for complaining. Good Luck! It always works for me!

Remember every penny counts, you can only ever spend it once so why spend too much?

Cheers Mrs G x

Savers are 'losing interest' on Isas

Savers are suffering 'dismal' rates of interest on their investments due to poor service from cash Isa providers, a study has suggested. 

 

An investigation into 13 of the top providers examined how well their staff explained the rules regarding transferring money between cash Individual Savings Accounts. 

If the rules are not followed, it may mean savers losing out on the tax-free accounts.

The report by Which? highlighted the ‘dismal’ rates of interest paid by some providers on their cash Isas and said ‘clear and accurate information’ about the switching process is important if the tax relief is not to be lost. The average rate on a cash Isa is 2.27 per cent, according to personal finance website Moneyfacts.

Nationwide received the best overall score while HSBC was ranked bottom of the pile.

Sarah Brooks, head of financial services at Consumer Focus, said: “Banks seem to be making a simple product unnecessarily complicated because of poor service, inaccurate or unclear information and inefficient systems which delay switching.

Asda Price Promise Money Back Bonanza

Asda Offer Price Guarantee website.

This site is fabulous!

Not to mention really easy to use.

Of course I was very sceptical at first but after it had worked three times for a good friend of mine I thought I really must try.

Asda’s slogan ‘SAVING YOU MONEY EVERY DAY’ really does come into it’s own on this one.

Asda have a site www.asdapriceguarantee.co.uk where all you do is simply copy from you receipt details that they ask for. They then compare the prices on your Asda receipt to several supermarkets including the obvious Tesco, Sainsburys and Morrisions. Then also Waitrose and Ocado.  Asda promise that if your shopping bill is cheaper anywhere else they will give you that amount plus 10% in a voucher. 

Not only does the Asda receipt have to be cheaper than all the rest but actually has to be 10% or over cheaper.My own receipt was for £11.33 and I entered all the details quickly and simply. Surprisingly that day Waitrose was cheaper so I received a £0.97 voucher.

Brilliant! 

I shall be doing this on every Asda shop and saving my vouchers together to get hopefully one big free shop!

There is only one down fall and that is that you have to wait until the next day to put your receipt in. So always remember to keep the receipt save for one whole day. Unlike what I usually do is either, screw it up and throw it into the depths of my handbag or leave it in the carrier bag where it will then be stuffed in a draw and never seen again until the dog goes for a walk in which case after cleaning up after the dog I would never try to fish the receipt from the bag!

Remember every penny counts, you can only ever spend it once so why spend too much?

Cheers Mrs G xxx

Halifax £500m in compensation

Halifax mortgage borrowers £500m in compensation 

Halifax is set to pay mortgage borrowers a total of £500m in compensation after it failed to inform 600,000 customers that it was increasing the cap on its standard variable rate (SVR) – the rate for borrowers who are not on a special offer. It expects to make payments to around 300,000 of these people.

The following Q&A explains which borrowers will benefit and what they have to do. 

  

1. Does this affect me?

 

If you took your Halifax mortgage out following receipt of an offer between September 20 2004 and September 16 2007, you will have received a mortgage offer that had a summary of the cap on the SVR.

If you remained had the same mortgage on January 1 2009, you are affected and will be sent a letter during April. The content of that letter will depend on your individual circumstances.

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2. Will I get a goodwill payment and how much will it be?

 

Halifax said it could not yet confirm how individual customers would be affected. It said customers did not need to take any action at this point. If you are affected, the letter will explain whether or not a payment will be credited to your mortgage, and what the value of that payment will be.
The money individuals will receive will be based on the difference between repayments if the SVR had been 2 percentage points above Bank Rate and the 3 points above Bank Rate that it was charged at.

3. How will Halifax decide who gets a goodwill payment?

 

Payment will be made to customers who received a Halifax mortgage offer between September 20 2004 and September 16 2007, and have been paying the SVR at any point since January 1 2009.

4. What if I want to transfer to a new product now? Will I lose any entitlement I might have to a goodwill payment?

 

No. If you are entitled to a goodwill payment, transferring to a new product will make no difference.

5. What about affected customers who have now left the Halifax?

 
These ex-customers will also receive a letter from the bank.


6. Why did Halifax increase the SVR cap?
 
It changed the cap in October 2008 because of significant increases in its cost of borrowing the money it lent to mortgage customers. It said the mortgage terms and conditions allowed it to do this.

7. If I’m entitled to a goodwill payment but my mortgage is in arrears, will I still get it?

 
Arrears won’t stop you receiving a payment but any sum you do get will reduce the arrears balance first.

8. How can I find out more?

 
Halifax said customers with further questions could call 0800 1412146.

9. What about other companies in the same group as Halifax?

 
Halifax is part of Lloyds Banking Group, which includes brands such as Lloyds TSB, Birmingham Midshires, Bank of Scotland, Intelligent Finance, Scottish Widows Bank and the AA. A spokesman said customers of all other brands within the group were unaffected; the problems with the SVR related only to Halifax-branded mortgages.

Confidence Returns To Spanish Property Market.

Confidence returning to spanish property market

Confidence is gradually returning to the Spanish property market as holiday home buyers take advantage of the market. 

The feeling is that it's finally bottomed out and developers are beginning to start new projects. In some parts of Spain prices have dropped by 50% and are back to the level they were 10 years ago, and the many believe they cannot drop any further.

Buyers are finding great bargains as some are sold fully furnished and ready to let, and as they are in well-established areas they are easier to mortgage. There is also likely to be greater demand for holiday rentals this year due to the troubles in Egypt; low cost airline Jet2.com has just announced it is replacing its suspended Egypt programme with extra flights to Spain and Portugal.

The opening of the new international airport at Murcia City is certainly expected to improve the property market in Costa Blanca and two property developers have already announced new plans for residential projects. Some local estate agents are wondering if they are being a bit too optimistic as they are seeing little demand for of plan property. Much of the interest in this area is being generated by the new Paramount theme park but building work has yet to begin on this attraction.

In order for confidence to fully return to the property market and for the Spanish economy to improve, unemployment levels need to fall and the Organisation for Economic Co-operation and Development has said reducing unemployment is the key to recovery. Unemployment levels vary widely across Spain but are being exacerbated by the property market, although the Paramount theme park is expected to generate much needed jobs.

Property Market Heading for Further Crash UK housing market faces paralysis, warns Rightmove

UK housing market faces paralysis, warns Rightmove

 A recovery in sales is a long way off, Rightmove says

Most of the UK property market faces "paralysis" this year, says the estate agency website Rightmove.

The company claims to advertise 90% of all properties for sale on behalf of local estate agents.
It says many sellers are refusing to drop their prices, with the price of newly-advertised properties in fact rising by 3% in January to £230,000.
That was £65,000 above the average selling price of £165,000, according to the England and Wales Land Registry.
Rightmove said the seizing up of the market was mainly due to a lack of mortgage finance for would-be buyers, and the erosion of equity in their homes due to falling prices.
But Miles Shipside, Rightmove spokesman, said another factor was the reluctance of sellers to drop their prices, despite the lack of demand for their homes.
"Unwilling or unable to drop their asking prices to bargain basement levels - this helps explain why new sellers' average asking prices remain broadly static year-on-year," Mr Shipside said.
"New sellers see comparable properties to theirs on the market so they and their agents try a similar asking price.
"Without a really pressing need to sell you can see why price re-adjustments seem painfully slow in many local markets and they will not fall by enough to really assist the return of mass market affordability," he added.
'Locked out Mr Average will be left out in the cold”

Miles Shipside Rightmove

 

Property market commentator and estate agent Henry Pryor argued that sellers were deluding themselves.

"Sellers seem to completely have misread the market and increased asking prices at a time when sale prices are actually falling," he said.
"Just 43% of sellers found a buyer last year and it looks like 2011 will be even tougher.
"We started this year with nearly 1 million homes on the market and with even more piling on, the chances of your home selling in the next 12 months looks like it has fallen below 40%," Mr Pryor added.
Rightmove predicts that 2011 will see many buyers continue to be locked out of the market.
"Mr Average will be left out in the cold in the buying and selling game unless the beneficiary of a hereditary hand-out," said Mr Shipside.
"The mass market is unlikely to recover to former volumes without the return of healthier access to credit, so continuing falls in the percentage of owner-occupiers and a consequent growth of the rented sector is the realistic prospect," he added.