money taken from my account by Will Hill

[thediceman]

Should the customer service people be responsible for telling you of IBAS and that stuff? of course not, its not their job.

Other organisations do. Anglian Water give you details of OFWAT. Financial companies give you the FSA details if you register a complaint with them. So why shouldn't individuals be made aware of the IBAS option. Indeed an individual can find the information themselves but if an organisation is customer friendly they will give you options or at least try to deal with it themselves.

The oh so often silent, ignore the complaint procedure is not a very helpful one and why shouldn't they give out IBAS details if someone writes or phones to complain. IBAS are an independant body that are there to help resolve issues which is surely good for whatever company involved..........thats unless they think the silent ignore it approach will be more benefical in the long run.

you are mixing up companies with customer services, of course companies can (and have to)  advise you on this, but the customer services cant. With the FSA/financial companies you need qualifications before you can give any advice at all on someones account, I know this because it was my first job, working for a marketmaker in london, so when u call up and have a grievance, the CS reps cant tell you your options/give you advice on what to do with your account when a dispute arises , they have to refer you to compliance, who will then run you through your options.

I use to work as a financial consultant so am aware of the compliance procedure and differences on what must be done and what is just good practise. Indeed customer service have no obligation to provide this information but some companies do and some don't. I'm just saying why don't they assist the issue of resolving a complaint by letting you know your options rather than the all to frequent ignore the individual and hope they get tried of complaining.

A good company helps it's customersor at leasts trys. Other just take the money from the account and hope they don't question it.

[tikay]

Well we just look at that from directly opposing viewpoints. The whole point of good Customer Service (imo) is to retain Clients. 'Stars are living proof of that, as are Laddies, blonde, Blue Square, & as far as I am aware, most "big-name" Sites, the only exception I know being Party. Don't go THERE, then you would have reason to complain!

In no way is my viewpoint different as I fully believe the aim of customer service should be to provide a good service and retain their clients. What I sadly find is that many companies are all to keen to invest heavily in it's marketing for new clients at the cost of providing a good customer service department. Many companies make a decision of why worry about losing a few due to poor customer service when we are attracting so many more from our marketing.

On that, we agree 100%. So OUR job (the Client) is to only deal with Companies we trust, & who we believe have good Customer Service. If they don't have good Customer Service, or if they look after me shabbily, believe me, I won't give them my business. And I think, from what I've seen over the last few years on blonde, there have been a mere handful of complaints about Wm Hill's Customer Service. And let's face it, some folks are never gonna be happy - I've even heard complaints about 'Stars, whose CS is legendary.

Ultimately, we are responsible for our own actions, in almost everything. If I don't like Sainsbury's Customer Service, I shop at Tesco's! It's that simple.

[thediceman]

Utter rubbish - its much much cheaper to retain a customer than get a new one - basic economics. For every £1 spent on retaining customers you save five times the amount you would need to spend on getting new customers in. Existing customers already have accepted brand, have experienced the product and are still buying, are are more likely to buy again from the same source.

If you look at any of the major retailers in the UK - tescos for example - their advertising is designed to keep the existing shopper happy not to get new ones. They accept that people will be loyal to their favourite shop like sainbury's, so they spend lots of money instore keeping existing customers - for example on computers for schools and reward points.

I'm aware of the cost factors of keeping a customer and attracting a new one as I have worked in marketing. This doesn't mean that every company adopts this module. Infact this is one of the key messages that a large % of British companies ignore and why their end up spending the wrong ratio of their budget towards marketing vs customer service. Utter rubbish you say, yes if your looking at mere theory, the reality is somewhat different.

[Wardonkey]

This argument is very dull.

Can't you people argue about something a little bit more entertaining?

Or at least indulge in a spot of name calling....

[scottm]

This argument is very dull.

Can't you people argue about something a little bit more entertaining?

Or at least indulge in a spot of name calling....

 

[Dingdell]

Utter rubbish - its much much cheaper to retain a customer than get a new one - basic economics. For every £1 spent on retaining customers you save five times the amount you would need to spend on getting new customers in. Existing customers already have accepted brand, have experienced the product and are still buying, are are more likely to buy again from the same source.

If you look at any of the major retailers in the UK - tescos for example - their advertising is designed to keep the existing shopper happy not to get new ones. They accept that people will be loyal to their favourite shop like sainbury's, so they spend lots of money instore keeping existing customers - for example on computers for schools and reward points.

I'm aware of the costing factors of keeping a customer and atracting a new one as I have worked in marketing. This doesn't mean that every company adopts this module. Infact this one of the key messages that a large % of British companies ignore and result in spending the wrong ratio of their budget towards marketing vs customer service. Utter rubbish you say, yes if your looking at mere theory, the reality is somewhat different.

I'm not sure if you're referring to the % of companies inthe Uk as a whole - in which case you would be correct because that includes the smaller companies without necesarilly the correct direction, if however you look at the companies providing the largest share of the UK's GDP, many with the largest customer bases, then you would find their approach is very different and concentrates on customer retention.

Anyway it's late - I have a meeting early tomorrow which will hopefully lead to new clients and isn't going to cost me a penny - so I'll leave you all to chunter on. x

[Zebediah]

I only ever have one question of independant bodies....how are you financed?
Then I decide how independant they are.

I have had nothing to do with Bill Hill after a spread betting debacle about 11 years ago.
Though my case did change how they worded the teletext spread betting page lol.

TBF if everyone only signed up to betting and poker sites with acceptable T&C's they would be very quiet poker rooms lol.
Generally designed to protect the company....as does all smallprint for all companies in all walks off life...standard.

[redsimon]

IFM, how long ago was your dispute with Betfair?

If you still have the "paperwork" a referral to IBAS might be still worthwhile. Bit like still having a chip in a tourny, you could either bust or go on a run to the money...

[DTD-James]

As Tikay says, if you have any problems with William Hill please PM me directly and I will endeavor to reply as quickly as possible.

[TheChipPrince]

As Tikay says, if you have any problems with William Hill please PM me directly and I will endeavor to reply as quickly as possible.

Not shoot them at first glance, like your picture suggests...!

[donna8880]

received an e-mail from JLo telling me that will hill are currently in contact with IBAS and that will hill will go with any decision that IBAS come too. Fingers crossed

[ifm]

IFM, how long ago was your dispute with Betfair?

If you still have the "paperwork" a referral to IBAS might be still worthwhile. Bit like still having a chip in a tourny, you could either bust or go on a run to the money...

It is actually a few years back now, how old is blonde? about then.
Tikay has probably forgotten about it because he surely would have guided me towards that ibas link at the time, he know's everything see?
If by chance the link only appeared recently then i may have missed it because i swore i would avoid the thieving bastards like the plague after my problem, oh well i wrote off the 550 euros years ago so nevermind.

[tikay]

received an e-mail from JLo telling me that will hill are currently in contact with IBAS and that will hill will go with any decision that IBAS come too. Fingers crossed

Well done, I think that's the best result you could wish for, & I'm sure IBAS will make their decision with some care.

For all the hoohah on this thread, it's easy to forget. The bugger that caused all this trouble seems to have almost escaped criticism, & you & Wm Hill, who are, in effect, disputing who has to bear the cost of Matey Boys misdemeanours, end up at each others throats.

A bad do all round, & I hope you get a result, for it's clear that you have done nothing wrong. If only, though, it were that simple!