Complaint of service/negligence
With reference to the application submitted in October, I wish to express my dissatisfaction to the service I have received. The following overview summarises my discontent:
1. When I sent my application (birth certificate & student finance letter), I was told this was not an acceptable form of identification. – Now having perused your website, it is clearly visible on the www.rbs.co.uk/id page that the aforementioned documentation are acceptable forms of identification, so why was I told otherwise?
2. On return of my student finance letter there was no birth certificate! – This has caused immense problems, and I still have not had it back! – I presume it is lost. – This is the crux of my complaint, and it concerns me how such an important piece of documentation can result in such negligence.
Surely it is the first prerequisite of the Royal Bank Of Scotland (RBS) to ensure all important documentation is fully returned, and that the organisation works in adherence with procedures set out on the company’s website?, my third party advice (citizens advice & a consumer law advocate) most certainly think so, as do I a consumer & student of law.
I hope you can take in to account the fact as I am a current law student, I have restricted funds due to my intense studies, and that even the payment of a birth certificate has been restricted, and one which I feel I do not have to make, due to the lack of duty of care portrayed by the RBS.
I chose the RBS as I heard what a reputable service provider it was; following this ‘hiccup’ I will not be pursuing a bank account, nor will I be advising anyone to do so (within my rights stipulated under The Human Rights Act 1998, section 10 -& will certainly not constitute traducement or vilification upon my part). Moreover my family and peers are fully aware of the situation and it is one of great disappointment.
Please assume this to be a complaint of negligence towards a potential consumer along with a serious breach of consumer rights. Should I get no response, I may consider contacting an alternative resolution scheme. I will also consider sending this letter to the CEO and/or a person higher up the hierarchal structure.
Furthermore, the reason for bringing this matter to your attention is simply because I believe there to be an act of gross negligence along with a lack of consumer responsibility from the RBS.
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The movie “A Civil Action” released on January 8, 1999 provides viewers with an extraordinary story of the nightmare that occurred in Woburn Massachusetts in the late 1970’s. The people of this small town at the time had no idea what was going on until there were various cases of Leukemia in small children that ultimately resulted in the early passing of them. The people eventually had gone to find out that the drinking water in this small town was contaminated and there were many women that stepped in to get answers. This movie is a tremendously jaw dropping, eye opening account of a heartbreaking true story incident. There are various elements of negligence in this movie including, duty, legal cause, proximate cause and damages.
To begin a claim in professional negligence, you must begin with establishing that there is a professional duty of care owed towards the plaintiff. The most significant case in relation to professional negligence is Hedley Byrne v Heller & Partners Ltd [1964] AC 465. This is because for the first time, it established that a third party relying upon a statement made the him/her may be owed a duty of care by the maker of that statement. The outcome from the Hedley Byrne v Heller Partners (1964) established that a duty of care would be owed (in relation to statements) where there is a ‘special relationship’ between the giver and recipient of the advice or statement. Despite this, a definition for a ‘special relationship’ was not fully defined, however it tends to go by meeting these three requirements; a reliance by the claimant of the defendant’s special skill and judgement; knowledge, or reasonable expectation of knowledge on the part of the defendant, that the claimant was relying on the statement; and that it is reasonable in the ...
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allow a remedy in a particular case as it would open the doors to many
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