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8" January 2014
Mrs N Sahota
Allesley Post Office
129 Birmingham Road
Allesley
Coventry
CV5 9BB
Dear Mrs Sahota
Re One For All Gift card
Lam sorry to hear about the response you received from the helpline. Our
AP team have taken on board your case and will endeavour to recover
these funds.
There are no circumstances where you should be spoken to rudely when
calling the helpline. It does appear as though the required process to
resolve this problem type is not held on the “Knowledgebase” that
advisors refer to when dealing with the range of queries raised by
branches,
I will ask the relevant product team to review the instructions available to
helpline advisors so hopefully the next branch with a problem of this type
has a better experience.
I hope we are able to recover these funds for you.
Relationship Manager
Finance Service centre
1 Future Walk
Chesterfield
www,postofficas Qn PF
ranch Su
ipRort Team
“
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Andrew Winn
From: Jane E Smith
Sent: 03 January 2014 16:18
To: Andrew Winn
Subject: RE: Allesley 153205 Gift card
We'll sort it
Just gone on remedy and it tells the advisor to re-categorise the cail as x yz, but z doesn’t exist anymore ~ so I guess
the advisors are just making it up.
j
Jane Smith I AP Enquiry Team Leader, Finance Service Centre
@_ 1 Floor, West Block 1 Future Walk, Chesterfield $49 4PF
From: Andrew Winn
Sent: 03 January 2014 14:28
To: Jane E Smith
Ce: Dawn L Colclough
Subject: Allesley 153205 Gift card
Hi Jane
Got this one in. The bits she has not told me is that the reversal was not reversed on the day and that the gift card has
been cut in half. What can we do? Why are NBSC just directing this to me? It sounds fairly bau.
Ta
Andy Winn Relationship Manager
® Finance Service Centre, 1 Future Walk, Chesterfield
849 4 PF
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