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ChrisB
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« Reply #105 on: September 27, 2017, 13:15:10 » |
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As do I....but I also understand that it can take a reasonable amount of time to do so, and I'm relaxed enough that a few weeks is ok with me. After a month, I might start getting agitated, not just in a few days. Frankly, I see that period of time as unrealistic. And it appears from what's quoted above that the ICO agrees with me.
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JayMac
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« Reply #106 on: September 27, 2017, 13:53:39 » |
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The organisation must stop marketing within a reasonable period. The DPA does not say it has to stop immediately. For example, if a particular mass marketing campaign is already underway, it might be difficult to prevent one individual from receiving any further materials. However, in most circumstances we expect that calls, texts or other electronic communications should stop within 28 days of receiving the objection, and postal communications should stop within two
months. And if the organisation can reasonably stop sooner, it must.
Remember, I had it confirmed my details would no longer be used for anything other than direct human correspondence. Told I would no longer receive unsolicited texts or emails. That confirmation didn't say this would happen at some date in the future, so it's reasonable to infer the requested action had been taken and communications had stopped. Only for, a few days later to receive another unsolicited communication. And for the record the ICO have told me that surveys and feedback requests are covered under 'marketing'. |
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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."
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chrisr_75
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« Reply #107 on: September 27, 2017, 14:49:40 » |
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Why not just contact the person with whom you had previous contact and simply ask them to confirm the exact time and date they were referring to when they said all non-direct correspondence would stop?! You might get a simple answer followed by a simple action that pops your recent frothiness into the 'that was a bit silly' box.
You can't really name and shame people at GWR▸ on a public forum if you've not asked questions pertinent to the answers you seek, that's just not fair play is it?
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Tim
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« Reply #108 on: September 27, 2017, 16:57:39 » |
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BNM, Personally I wouldn't have the patience to pursue the data protection stuff, but as you say the law is the law and although it is hardly the crime of the century GWR▸ really should be getting this right. Bottom line is their greed drove them to outsource their CS dept to a company with a dreadful record of CS and BNM is holding them to account. Don't suppose it will make any difference, but still.
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JayMac
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« Reply #109 on: September 27, 2017, 17:04:31 » |
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Why not just contact the person with whom you had previous contact and simply ask them to confirm the exact time and date they were referring to when they said all non-direct correspondence would stop?! You might get a simple answer followed by a simple action that pops your recent frothiness into the 'that was a bit silly' box.
You can't really name and shame people at GWR▸ on a public forum if you've not asked questions pertinent to the answers you seek, that's just not fair play is it?
See post #94. So, yes. That was a bit silly. On Fake Western Railway's part. Vexatious? Frothy? Give me a break.  |
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« Last Edit: September 27, 2017, 21:23:28 by bignosemac »
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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."
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JayMac
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« Reply #110 on: September 28, 2017, 22:42:37 » |
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I got my delay compensation for my last Greater Western TOC▸ journey on July 5th 2017. A most welcome cheque. Interestingly the cheque and remittance advice are headed with the 'First Great Western' logo. No one's bothered to update the cheque printer it seems. Only two years since the name change.  |
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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."
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John R
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« Reply #111 on: September 28, 2017, 22:52:20 » |
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I got my delay compensation for my last Greater Western TOC▸ journey on July 5th 2017. A most welcome cheque. Interestingly the cheque and remittance advice are headed with the 'First Great Western' logo. No one's bothered to update the cheque printer it seems. Only two years since the name change. Are you planning to complain and seek further compensation on that point? |
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JayMac
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« Reply #112 on: September 28, 2017, 23:26:00 » |
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Are you planning to complain and seek further compensation on that point?
I rather think the smiley face answers that question. Don't you? Had you added one to your reply it wouldn't seem* like an unnecessary dig. *ref back to reply #102 |
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"A clear conscience laughs at a false accusation."
"Treat everyone the same until you find out they're an idiot."
"Moral indignation is a technique used to endow the idiot with dignity."
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NickB
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« Reply #113 on: September 29, 2017, 07:17:31 » |
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I got my delay compensation for my last Greater Western TOC▸ journey on July 5th 2017. A most welcome cheque. Interestingly the cheque and remittance advice are headed with the 'First Great Western' logo. No one's bothered to update the cheque printer it seems. Only two years since the name change. I noted the same thing when I received my cheque. Curiously I received another cheque the same week and that came on gwr paper. The account numbers were the same which put an end to my theory of a slush fund hangover from 2012 so I am guessing that different refund departments have different stocks of blank cheques. If I recall correctly my FGW▸ cheque was larger - £80 - to cover my taxi fares home, and I imagine that this might have been processed by a different team/authoriser than 'I had to stand with a first class ticket' which was my other (regular) refund. |
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WSW Frome
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« Reply #114 on: September 29, 2017, 12:21:02 » |
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I have to report a compensation SUCCESS. My wife was booked on the 09.50 WSB» -PAD» on 3 Sept. which was cancelled. Travel on the next service ensured about a 75 min overall delay. An online compensation claim was submitted the next day.
The claim was accepted by e-mail within about 4 days and a cheque promised. The cheque arrived approximately within the estimated time. The cheque was for an amount of 115% of the Super Off Peak Return ticket in question. This in spite of only the outward journey being affected. New policy or good fortune?
As the following outward service from WSB was stated to be full and standing, she headed straight for First Class and was not approached to pay the Weekend First supplement. More good fortune?
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ChrisB
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« Reply #115 on: October 02, 2017, 13:56:03 » |
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From Transport Focus October newsletter.... Mrs G buys her son his Great Western Railway (GWR▸ ) season ticket from Guildford station as he uses the train to travel to and from school. A number of cancelled trains meant Mrs G had to collect her son from school herself.
As GWR season ticket holders have the right to claim compensation for delays upon renewal Mrs G went to Guilford station to ask if station staff could process this. Staff at the station advised they were unable to do as this was a South West Trains (SWT▸ ) station and that Mrs G must apply for compensation through GWR. When she called GWR it advised she must go to the station.
Mrs G kept on being passed back and forth between the two train companies and found the whole process frustrating as she simply wanted to claim back the compensation she was entitled to. This is when she contacted Transport Focus to see if we could help.
We contacted GWR on Mrs G’s behalf and it advised that it had given the correct information. Mrs G should have been able to get the five per cent discount on renewal and SWT staff have been given the information to process this. Despite the fact that it was not the fault of GWR it agreed to send Mrs G a cheque for the five per cent discount instead to resolve the issue quickly as they appreciated the inconvenience this has caused her so far.
When GWR saw that the compensation due was only £1.88 it offered to send Mrs G £20 in rail travel vouchers as a gesture of goodwill for the inconvenience. Mrs G was very happy with this outcome and we felt this demonstrated good customer service. The issues that Mrs G experienced with renewing the season ticket have been fed back to staff to prevent the same issue occurring in the future. |
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Sixty3Closure
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« Reply #116 on: October 02, 2017, 18:01:16 » |
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Maybe I've misunderstood but wouldn't good customer service have been resolving it without the intervention of a third party? In this case Transport Focus?
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ChrisB
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« Reply #117 on: October 02, 2017, 18:05:31 » |
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Ask SWT▸ .....
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TaplowGreen
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« Reply #118 on: October 02, 2017, 18:50:05 » |
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Ask SWT▸ .....
I think the point that has clearly flown 6' over your head is that GWR▸ & SWT could have put the customer first, talked to each other and sorted it out between them rather than sending her from pillar to post, but that would have involved an imaginative attitude to customer service, which as we know is lacking on the railways. Why put yourself out for a pesky customer when you can fold your arms and say "not my problem mate". |
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ChrisB
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« Reply #119 on: October 02, 2017, 18:59:16 » |
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And how do you suggest station ticket staff at Guildford are talked to by customer service staff at GWR▸ , assuming those are the staff she dealt with?
It would need high level intervention on both sides. I suspect the internal processes within the railway as a whole need attention & thus not likely possible by the staff actually involved. So yes, TF are likely to have spurred the high(er) level staff at both companies into amending processes (we can hope)
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