I've just sent Dunedin this email:
Hi
Sorry to bother you again but it appears my Google review has been blocked, go figure!?
I have rectified this problem by placing the information onto some user review web sites. I'm sorry I had to do this cause the review web sites, in my opinion, are way worse than the Google reviews in that search engines list the reviews when performing user queries (translation: this review will appear on page one of any search for 'Dunedin Canmore'). Don't worry too much though cause it usually takes a couple of weeks for a search engine to log this new information - plenty time for you to point out any mistakes I may have made.
I wait with baited breath for you to acknowledge my existence, hopefully before this whole stupid situation escalates to Facebook, Twitter and beyond (it's amazing the lengths people will go to to have their genuine complaints dealt with).
Jen
UPDATE: the above review went live about an hour ago and I have already received confirmation from other users that I am not the only one to have suffered at the hands of this organisation.
WOW! I didn't think they were good at anything but they appear to be really good at being horrible.
Thursday, 25 October 2012
Silencing The Little People
Frustrated at being ignored I posted a review of Dunedin Canmore using my Google+ account. I then sent Dunedin the following email:
Dear
In the interest of fairness I am sending you a copy of my Google review of your organisation.
Please feel free to let me know if I have made any incorrect statements, and provide evidence in support of your case.
I will honestly review all information received from you regarding this matter as it is my intention to provide the public with as accurate an account of Mr Kings experience with your organisation as possible.
I look forward to hearing from you on this matter.
Kind regards
Jen
Within a very short time of sending this email my review disappeared from Google - I can only assume it was blocked. If only they were this efficient when dealing with customers.
Dear
In the interest of fairness I am sending you a copy of my Google review of your organisation.
Please feel free to let me know if I have made any incorrect statements, and provide evidence in support of your case.
I will honestly review all information received from you regarding this matter as it is my intention to provide the public with as accurate an account of Mr Kings experience with your organisation as possible.
I look forward to hearing from you on this matter.
Kind regards
Jen
Within a very short time of sending this email my review disappeared from Google - I can only assume it was blocked. If only they were this efficient when dealing with customers.
Dunedin Canmore: Unprofessional and Ignorant
I've still not heard back from Dunedin Canmore regarding my earlier email requesting they respond to my complaint and address points raised.
They haven't even acknowledged receipt of my email.
Of course I'm not surprised and neither should anyone reading this.
After contacting their ombudsman I thought it best to once again bash my head against the brick wall and send them another email:
Dear
According to your Customer Complaints Procedure Policy you are obliged to "acknowledge receipt of [my stage two] complaint within three working days". Yet again you have failed to comply to your own policy.
I feel this is an appropriate time to resubmit a comment taken from an email I sent you on the 10th October 2012:
"I have had considerable experience dealing with your organisation and can honestly say that I am not surprised at your inability to provide an adequate response within the time frame provided."
I have contacted the SPSO for information on how best to proceed. Following their direct advice, and while I wait for them to send me further information regarding this matter, I am submitting this email to you in the hope that you decide to treat this issue with the professionalism and decency that your own policy demands.
Regards
Jen
They haven't even acknowledged receipt of my email.
Of course I'm not surprised and neither should anyone reading this.
After contacting their ombudsman I thought it best to once again bash my head against the brick wall and send them another email:
Dear
According to your Customer Complaints Procedure Policy you are obliged to "acknowledge receipt of [my stage two] complaint within three working days". Yet again you have failed to comply to your own policy.
I feel this is an appropriate time to resubmit a comment taken from an email I sent you on the 10th October 2012:
"I have had considerable experience dealing with your organisation and can honestly say that I am not surprised at your inability to provide an adequate response within the time frame provided."
I have contacted the SPSO for information on how best to proceed. Following their direct advice, and while I wait for them to send me further information regarding this matter, I am submitting this email to you in the hope that you decide to treat this issue with the professionalism and decency that your own policy demands.
Regards
Jen
Friday, 19 October 2012
Stage Two
I have written to Dunedin The-Great-Darkness Canmore pointing out that since they never addressed any of the points raised in any of my emails about my original complaint that it would probably be best they progress my complaint to Stage Two of their complaints procedure.
Before I show you what I wrote to them I would like you to take another look at the before and after pictures of Mr Kings street.
Before Dunedin. Before factoring charges. Before the £20K bill sent to all home owners
Original complaint and request for information sent 9th October 2012
Before I show you what I wrote to them I would like you to take another look at the before and after pictures of Mr Kings street.
Before Dunedin. Before factoring charges. Before the £20K bill sent to all home owners
After Dunedin. After factoring charges. After £20K bill sent to all home owners
I would like the good readers of this blog to answer a wee question - which version of this street would you rather live in?
Here's what I wrote:
Dear
As you are unable to respond to my original complaint/questions/request for information, I am forced to request that the following issues are addressed by 'stage two' of your complaints procedure.
The following have been directly cut and pasted from my original emails and represents issues raised by me (the only issues raised by me) that were ignored by you:
As you are unable to respond to my original complaint/questions/request for information, I am forced to request that the following issues are addressed by 'stage two' of your complaints procedure.
The following have been directly cut and pasted from my original emails and represents issues raised by me (the only issues raised by me) that were ignored by you:
Original complaint and request for information sent 9th October 2012
I would like you to provide me with all data you have that shows Mr King is liable for this expense. If you cannot prove that Mr King is legally obliged to pay factoring costs then I would like you to confirm that his details will be removed from your database and that he will no longer receive letters from your organisation regarding this matter. If you are unable to perform either one of these simple tasks then I would like you to provide me with a full explanation why.
A rewording of my original complaint and request for information sent 11th October 2012
- Evidence that Mr King is legally obliged to pay the factoring costs - the fact that you are sending him bills and demands shows that you believe he is liable for this payment and I would like to see the legal documents that confirm this.
- If you have no legal documents or know of no legal precedence that states Mr King is liable for this payment then I want you to confirm that his details will be removed from your files as you have no right to send him letters demanding payment
Further rewording of my original complaint and request for information sent 12th October 2012
Confirm to me that Mr King is liable to pay your factoring costs.
Provide the paperwork that shows this is the case or admit you are sending Mr King statements and final demands for a bill that he is not liable for.
Provide the paperwork that shows this is the case or admit you are sending Mr King statements and final demands for a bill that he is not liable for.
Further rewording of my complaint (you can see I’ve given up on the evidence part cause this getting information from you is soooooooo bloody hard that I'm reduced to breaking things down to their simplest components) sent 19th October 2012 (over three hours ago, a five year old child can cut and paste a piece of text in this time)
Provided below are two statements, statement number one and statement number two. I would like you to choose which statement is legally correct. Hover your mouse over the statement that you have selected and pressing the left mouse button drag your cursor over that statement, this will highlight your selection. Now, right click the mouse while the cursor is hovering over the correct statement that you have chosen and select 'copy' from the drop down menu that appears. Open a new email, right click your mouse in the empty email and select 'paste' from the drop down menu. Then address this email to me and hit send.
And your choices are:
1. Yes, Mr King is legally obliged to pay Dunedin Canmore's factoring charges
2. No, Mr King is not legally obliged to pay Dunedin Camore's factoring charges
And your choices are:
1. Yes, Mr King is legally obliged to pay Dunedin Canmore's factoring charges
2. No, Mr King is not legally obliged to pay Dunedin Camore's factoring charges
---------------
I look forward to eventually hearing from you.
Kind regards
Jen
When's An Answer Not An Answer?
When it's provided by Dunedin Canmore.
Boom, boom!
Do you get the joke?
The joke is me, it's Mr King, it's every other poor sod that is being hounded by Dunedin The-Great-Darkness Canmore.
They emailed a reply to my complaint. In the brief moment it took my laptop to open the email and it's attached document I allowed myself to believe that it was finally over, finally we would know if the bills and threatening letters that they sent were valid and legal.
Taking all things into account my response was remarkably restraint:
Good morning
That was a very lovely, eloquently put letter and I can see how it would take you 'five working days' to produce.
Your definition of factoring fees was masterful. Your story of Dunedin taking over a run down area of Edinburgh and investing in it's beauty reminded me of Shrek - you know the bit where Prince Farquaad took Shreks swamp and was going to improve it but that damned Ogre was just an unsophisticated monster who knew nothing. Here's a thought, maybe there's a princess in a tower that Mr King could save for you in exchange for his swamp.
Unfortunately, while I do appreciate the beauty of your letter, I can't for the life of me see the part of this letter that responds to my original points:
Oh, oh I have a better idea! This is a beauty and wont take you five minutes but it does come with instructions so bear with me.
Instructions:
Provided below are two statements, statement number one and statement number two. I would like you to choose which statement is legally correct. Hover your mouse over the statement that you have selected and pressing the left mouse button drag your cursor over that statement, this will highlight your selection. Now, right click the mouse while the cursor is hovering over the correct statement that you have chosen and select 'copy' from the drop down menu that appears. Open a new email, right click your mouse in the empty email and select 'paste' from the drop down menu. Then address this email to me and hit send.
And your choices are:
1. Yes, Mr King is legally obliged to pay Dunedin Canmore's factoring charges
2. No, Mr King is not legally obliged to pay Dunedin Camore's factoring charges
Boom, boom!
Do you get the joke?
The joke is me, it's Mr King, it's every other poor sod that is being hounded by Dunedin The-Great-Darkness Canmore.
They emailed a reply to my complaint. In the brief moment it took my laptop to open the email and it's attached document I allowed myself to believe that it was finally over, finally we would know if the bills and threatening letters that they sent were valid and legal.
Taking all things into account my response was remarkably restraint:
Good morning
That was a very lovely, eloquently put letter and I can see how it would take you 'five working days' to produce.
Your definition of factoring fees was masterful. Your story of Dunedin taking over a run down area of Edinburgh and investing in it's beauty reminded me of Shrek - you know the bit where Prince Farquaad took Shreks swamp and was going to improve it but that damned Ogre was just an unsophisticated monster who knew nothing. Here's a thought, maybe there's a princess in a tower that Mr King could save for you in exchange for his swamp.
Unfortunately, while I do appreciate the beauty of your letter, I can't for the life of me see the part of this letter that responds to my original points:
- Evidence that Mr King is legally obliged to pay the factoring costs - the fact that you are sending him bills and demands shows that you believe he is liable for this payment and I would like to see the legal documents that confirm this.
- If you have no legal documents or know of no legal precedence that states Mr King is liable for this payment then I want you to confirm that his details will be removed from your files as you have no right to send him letters demanding payment
Oh, oh I have a better idea! This is a beauty and wont take you five minutes but it does come with instructions so bear with me.
Instructions:
Provided below are two statements, statement number one and statement number two. I would like you to choose which statement is legally correct. Hover your mouse over the statement that you have selected and pressing the left mouse button drag your cursor over that statement, this will highlight your selection. Now, right click the mouse while the cursor is hovering over the correct statement that you have chosen and select 'copy' from the drop down menu that appears. Open a new email, right click your mouse in the empty email and select 'paste' from the drop down menu. Then address this email to me and hit send.
And your choices are:
1. Yes, Mr King is legally obliged to pay Dunedin Canmore's factoring charges
2. No, Mr King is not legally obliged to pay Dunedin Camore's factoring charges
I look forward to hearing from you.
If I don't hear from you then I will look into alternative means of resolving this issue.
Kind regards
Jen
If I don't hear from you then I will look into alternative means of resolving this issue.
Kind regards
Jen
Wednesday, 17 October 2012
The Great Darkness...
... then cast a crewel and vicious smite upon the Kings humble street.
(this is the same view of the same street as displayed in the previous post)
I'm going to stop this now and just tell you what happened. Construction work on this street started in January 2009. The picture above was taken two months ago -YES, CONSTRUCTION WORK HAS BEEN ONGOING FOR YEARS!
Sorry, sorry, I don't mean to shout at my blog visitors, it's just that my nerves are jangled with:
- the noise pollution
- the masonry dust (this plays havoc with Kings breathing)
- the power cuts
- the disruption in water supply
- the so called drinking water. Believe me there is nothing worse than taking a big gulp of water only to discover the water has colour, water is not supposed to be a colour
- The mud, mud, mud and more mud. Whenever the dog goes missing we get a stick and poke around the mud until he pops up. Pure dead glam' that's us
Right, I'm going to stop this as well cause I am only winding myself up thinking about the whole sorry situation.
Dunedin Canmore have costed their work and a bill of £20,000 was issued to all home owners (less a magical sum of money that has been secured in an unsecured fashion that I have been advised not to talk about outside of Dunedin, lest the magic will die. Honestly, I am not making this stuff up! ).
Gosh, I'm spending way too much time on this (it's quite cathartic being able to discus this here) I will pick up the story in future posts.
Life Before Dunedin Canmore
Once upon a time in a far of land (Edinburgh) lived a good King who was happy and full of joy.
This King lived in a humble street...
... surrounded by his peers. These were simple times full of simple pleasures.
Then a great darkness descended upon the land, this great darkness was called Dunedin Canmore.
This King lived in a humble street...
(picture courtesy of Google maps)
... surrounded by his peers. These were simple times full of simple pleasures.
Then a great darkness descended upon the land, this great darkness was called Dunedin Canmore.
Dunedin Canmore Have Entered The Building
Can you feel that? A frosty breeze is swirling around my poor wee blog.
...and they're a bit miffed!
They emailed me this morning. They sent me another copy of their complaints procedure. I mean it's not like I've read it, quoted from it or even cut and pasted extracts of it here. Oh, wait, I have done that.
Anyhow, here is my email to them:
Good Morning
Thank you for sending me your complaints procedure again - cripes, I had to ask you twice before you would send it to me and now look, you're complaints-procedure-sending-mad!
I do apologise for my confusion over this 'up to five working days' rule of yours but I think I have it sussed now. I've updated my blog with my theory of how I reckon this works out in Dunedin Canmore world.
Please do visit 'Dunedin Canmore: the true story' and feel free to let me know what you think.
Regards
Jen
Thank you for sending me your complaints procedure again - cripes, I had to ask you twice before you would send it to me and now look, you're complaints-procedure-sending-mad!
I do apologise for my confusion over this 'up to five working days' rule of yours but I think I have it sussed now. I've updated my blog with my theory of how I reckon this works out in Dunedin Canmore world.
Please do visit 'Dunedin Canmore: the true story' and feel free to let me know what you think.
Regards
Jen
Five Working Days
What are five working days?
Easy: one working day x 5 = 5 working days
Nope, wrong, wrong, wrong! In Dunedin Canmore world five working days works out to be as long as they want it to be.
I have tried to communicate with Dunedin Canmore for some time now (the equivalent of bashing your head against a brick wall) fortunately this is such a brain scrambling experience that I am actually in the ideal position to understand their logic. Let me give it a go:
When you receive an email from them pointing out that they will adhere to their complaints procedure and respond to your complaint within five working days, they don't mean five working days from the time you lodged the complaint. They mean five working days from a period of time that they will define independent of you or the date you submitted your complaint.
So to summarise.
Question: How long are five working days in Dunedin Canmore world?
Answer: As long as they want it to be.
Wow! Stick around forlks cause there is plenty more Dunedin Canmore double speak yet to come. For instance, when are finances secure? When they can be withdrawn! When can finances be withdrawn? When they are secure! Is there someone else I could speak to about this? No, shhhhhh, don't mention it elswise everything will be spoilt for you, trust us we want to help. I can't wait to tell you about that and other funny (in a mercilessly crushing-people-into-the-ground kind of way)stuff.
Stay tuned.
Easy: one working day x 5 = 5 working days
Nope, wrong, wrong, wrong! In Dunedin Canmore world five working days works out to be as long as they want it to be.
I have tried to communicate with Dunedin Canmore for some time now (the equivalent of bashing your head against a brick wall) fortunately this is such a brain scrambling experience that I am actually in the ideal position to understand their logic. Let me give it a go:
When you receive an email from them pointing out that they will adhere to their complaints procedure and respond to your complaint within five working days, they don't mean five working days from the time you lodged the complaint. They mean five working days from a period of time that they will define independent of you or the date you submitted your complaint.
So to summarise.
Question: How long are five working days in Dunedin Canmore world?
Answer: As long as they want it to be.
Wow! Stick around forlks cause there is plenty more Dunedin Canmore double speak yet to come. For instance, when are finances secure? When they can be withdrawn! When can finances be withdrawn? When they are secure! Is there someone else I could speak to about this? No, shhhhhh, don't mention it elswise everything will be spoilt for you, trust us we want to help. I can't wait to tell you about that and other funny (in a mercilessly crushing-people-into-the-ground kind of way)stuff.
Stay tuned.
Tuesday, 16 October 2012
Albert Einstein - one smart dude
Hence this blogspot. My thinking is I could communicate with Dunedin Canmore using this shiny new purpose built wee corner of the internet. Poor wee Dunedin-ee-winy, they obviously have a rare case of email blindness and it is my duty to do all I can to compensate for this inability of theirs.
Problem: I'm going to have to email them this blogspot address
Solution: I will use a large font and pretty colours to attract their attention
I'm feeling really good about this. It may just work
A lazy wind blows some tumbleweed across the big fat expanse of nothingness
No reply.
Nope nothing!
If you're real quiet then you can hear the crickets...
I sent another email:
Dear
Confirm to me that Mr King is liable to pay your factoring costs.
Provide the paperwork that shows this is the case or admit you are sending Mr King statements and final demands for a bill that he is not liable for.
A professional company should be able to provide such evidence on request as a professional company would have such documents on file and wouldn't send out bills without first obtaining such documents.
It has been a few days since I requested this information and one can only assume you guys are running around the office clutching your heads wondering what to do - how about looking through past correspondence for anything that could be used as a diversionary tactic, yeah that might work! You know what would also work? Sending me the information.
I shall hope that you will get back to me with the required information at some point today but I will expect you are too busy clutching your head and looking for diversions and reasons to stall.
Jen
Nope nothing!
If you're real quiet then you can hear the crickets...
I sent another email:
Dear
Confirm to me that Mr King is liable to pay your factoring costs.
Provide the paperwork that shows this is the case or admit you are sending Mr King statements and final demands for a bill that he is not liable for.
A professional company should be able to provide such evidence on request as a professional company would have such documents on file and wouldn't send out bills without first obtaining such documents.
It has been a few days since I requested this information and one can only assume you guys are running around the office clutching your heads wondering what to do - how about looking through past correspondence for anything that could be used as a diversionary tactic, yeah that might work! You know what would also work? Sending me the information.
I shall hope that you will get back to me with the required information at some point today but I will expect you are too busy clutching your head and looking for diversions and reasons to stall.
Jen
A response!
Finally, they send me a copy of their complaints procedure.
Finally, they are prepared to respond to my questions. Within five working days as per their complaints procedure.
Lets take a wee look at this procedure of theirs shall we:
"You can complain in person at our New Mart Road office, by phone, in writing, email or by using our complaints form."
So far so good, I sent an email which is perfectly acceptable. Now what happens:
We will "try to resolve any problems on the spot", "[w]e aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation"
Hmm, not quite. The email that I received explained that my complaint and request for information was a complex one that would require them to review past correspondence between both parties which meant they may have to "give you our decision at stage 1[in the complaints procedure] in five working days or less".
Problem: they received my complaint at 1:48pm on Tuesday, 9th October 2012. Five working days have passed and I have yet to receive a reply. But I'm getting a wee bit ahead of myself here because I sent a few more emails trying to convince them that my complaint was not a complex one and that a response shouldn't take that long:
Hi
Thanks for getting back to me so quickly, I really appreciate it. [I have to be fair, when I requested a copy of their complaints procedure for the second time they responded that same day - I was completely gobsmacked!]
I understand that you want to respond to the questions raised in my previous email but I fail to see how a 'review [of] the correspondence between both parties' will provide answers to the following:
Finally, they are prepared to respond to my questions. Within five working days as per their complaints procedure.
Lets take a wee look at this procedure of theirs shall we:
"You can complain in person at our New Mart Road office, by phone, in writing, email or by using our complaints form."
So far so good, I sent an email which is perfectly acceptable. Now what happens:
We will "try to resolve any problems on the spot", "[w]e aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation"
Hmm, not quite. The email that I received explained that my complaint and request for information was a complex one that would require them to review past correspondence between both parties which meant they may have to "give you our decision at stage 1[in the complaints procedure] in five working days or less".
Problem: they received my complaint at 1:48pm on Tuesday, 9th October 2012. Five working days have passed and I have yet to receive a reply. But I'm getting a wee bit ahead of myself here because I sent a few more emails trying to convince them that my complaint was not a complex one and that a response shouldn't take that long:
Hi
Thanks for getting back to me so quickly, I really appreciate it. [I have to be fair, when I requested a copy of their complaints procedure for the second time they responded that same day - I was completely gobsmacked!]
I understand that you want to respond to the questions raised in my previous email but I fail to see how a 'review [of] the correspondence between both parties' will provide answers to the following:
- Evidence that Mr King is legally obliged to pay the factoring costs - the fact that you are sending him bills and demands shows that you believe he is liable for this payment and I would like to see the legal documents that confirm this.
- If you have no legal documents or know of no legal precedence that states Mr King is liable for this payment then I want you to confirm that his details will be removed from your files as you have no right to send him letters demanding payment
The matter is a point of law not of correspondence. I would hope you have the above information to hand as I would hate to think you are sending out bills to people knowing that the individuals in question are not liable for said bills. If you do not have this information to hand then I would expect you to confirm that Mr King's information will be removed from your files, and that he will receive no more bills or final demands, until such time that you are able to prove that he is liable for this expense.
I expect a response to the above points before the end of the working day.
Kind regards
Jen
I expect a response to the above points before the end of the working day.
Kind regards
Jen
The Data Protection Act
It is at this point in the story that I feel I must provide some background information for the casual reader.
Dunedin Canmore took over the management of a residential area in which Mr King (known as Paul to me but I will use his surname in this blog purley because the blog is named after him) lives. This happened a good few years ago and during these good few years representatives of Dunedin have always been happy to discus Mr King's case with me.
Right up until the point at which I start to formaly complain.
It is usually at this stage of the process that they show great concern for Mr King and his privacy and the Data Protection Act is dusted off and presented to me: Oh, how they would love to respond to my complaint but what can they do? Their hands are tyed!
NB: Dunedin Canmore email disclaimers include a privacy clause that prevents me from printing their emails here. This should present no problems cause I can print my emails to them from which you can generally get the drift..
We responded with the following:
Dunedin Canmore took over the management of a residential area in which Mr King (known as Paul to me but I will use his surname in this blog purley because the blog is named after him) lives. This happened a good few years ago and during these good few years representatives of Dunedin have always been happy to discus Mr King's case with me.
Right up until the point at which I start to formaly complain.
It is usually at this stage of the process that they show great concern for Mr King and his privacy and the Data Protection Act is dusted off and presented to me: Oh, how they would love to respond to my complaint but what can they do? Their hands are tyed!
NB: Dunedin Canmore email disclaimers include a privacy clause that prevents me from printing their emails here. This should present no problems cause I can print my emails to them from which you can generally get the drift..
We responded with the following:
Dear
Allow me to preempt a potential stalling matter that you could employ regarding the email you just received from Paul King [refer below]: you don't know that [this] is an email account owned and used by Mr King. A quick review of paperwork will show that this account has been recognised by both Mr King and myself as being a secure and efficient means of communicating with Mr King.
I would like to take this time to apologise for the obvious outrage that comes through both Mr King's and my correspondence, I'm sure you understand our frustration at a situation that has been allowed to fester on indefinitely. I'm equally sure you and your colleagues have appreciated the reasonable manner in which we have addressed this matter in the past, unfortunately being calm and reasonable is a policy that has not worked with your organisation and as such we have revised this policy. You have had over 24 hours to investigate my questions so I will expect a response some time this morning.
Regarding matters brought up in your previous correspondence:
Allow me to preempt a potential stalling matter that you could employ regarding the email you just received from Paul King [refer below]: you don't know that [this] is an email account owned and used by Mr King. A quick review of paperwork will show that this account has been recognised by both Mr King and myself as being a secure and efficient means of communicating with Mr King.
I would like to take this time to apologise for the obvious outrage that comes through both Mr King's and my correspondence, I'm sure you understand our frustration at a situation that has been allowed to fester on indefinitely. I'm equally sure you and your colleagues have appreciated the reasonable manner in which we have addressed this matter in the past, unfortunately being calm and reasonable is a policy that has not worked with your organisation and as such we have revised this policy. You have had over 24 hours to investigate my questions so I will expect a response some time this morning.
Regarding matters brought up in your previous correspondence:
- My email asked for information and answers within 24 hours - the only email that I received within 24 hours did not provide information or answers but simply acknowledged receipt of my email. Pat yourselves on the back, job well done!
- My email requested a copy of your complaints procedures and contact information of your Ombudsman - this request was sent Tuesday and, well let me check... Nope, I still don't have that information. Mind you that's not your fault as your hands are tied by the Data Protection Act. You guys never cease to amaze me. I want this information, I wanted it yesterday. Do something about this will you
Yours sincerely
Jennifer
---------------------------------------------------------
Subject: Complaint
Dear
Jennifer S***** has my authority to represent me in all matters relating to Duneedin Canmore's regeneration project THIS INCLUDES THE MATTER OF FACTORING COSTS.
I would appreciate it if you could stop being obtuse and start addressing Jennifer's questions, they are not hard questions, they are not new questions (they have been asked and re-asked for some considerable time) and they are not trick questions.
It took you over 24 hours to respond to Jennifer's email saying you were unable to respond to Jennifer's email - amazing! Try harder this time.
And to reiterate (to help this message sink in) all future correspondence regarding anything to do with Dunedin Canmore, New Horizons or any future off shoot of your organisation, or any existing part of your organisation that may change it's name which you would argue no longer comes under Jennifer's jurisdiction, comes under Jennifer's jurisdiction and must be sent to her.
If you have any questions regarding the above then send them to Jennifer as (and this may come as a surprise to you) she represents me in this matter.
Paul King
And their reply was...
I can confirm I received an email responce within the 24 hours that I had specified -woo-hoo! My celibration was short lived however, as the email they sent was nothing more than a confirmation that they had received my email.
I hoped the following message would help focus their mind:
Dear Sir/madam
I have yet to receive a response to the points raised in my earlier email.
I have had considerable experience dealing with your organisation and can honestly say that I am not surprised at your inability to provide an adequate response within the time frame provided.
I would appreciate it if you could address this matter as soon as possible.
Yours sincerely
Jennifer
I hoped the following message would help focus their mind:
Dear Sir/madam
I have yet to receive a response to the points raised in my earlier email.
I have had considerable experience dealing with your organisation and can honestly say that I am not surprised at your inability to provide an adequate response within the time frame provided.
I would appreciate it if you could address this matter as soon as possible.
Yours sincerely
Jennifer
Not the start but the point from which I will begin this story
The following email was sent to the good people at Dunedin Canmore (relevant identifying details have been omitted for privacy reasons):
Dear Sir/Madam
I have contacted your organisation on several occasions requesting my partner, Mr King, be removed from your list of homeowners liable for factor costs within the Mordun & Hyvot area. I left a message earlier today requesting you call me to discuss this matter, I would like to cancel this request as I have since received legal advice suggesting that correspondence should be either in writing, or in person with an independent witness.
Mr King has not signed on to the Moredun & Hyvot Regeneration Project and has not agreed to factoring costs and as such should not be receiving letters demanding payment, threatening legal action, or threatening that continued non-payment of a bill that he is not liable for could have an adverse effect on his credit rating. I have explained on numerous occasions to representatives within your organisation that Mr King is suffering from stress that is a direct consequence of the ongoing situation with your organisation: living on a building site for years, threats of court proceedings, disregard for his rights, etc. Despite knowing the negative impact that your organisation is having on Mr King's health you continue to send him bills and threatening letters demanding money that he is not liable for.
I would like you to provide me with all data you have that shows Mr King is liable for this expense. If you cannot prove that Mr King is legally obliged to pay factoring costs then I would like you to confirm that his details will be removed from your database and that he will no longer receive letters from your organisation regarding this matter. If you are unable to perform either one of these simple tasks then I would like you to provide me with a full explanation why. I would also request the following information:
Dear Sir/Madam
I have contacted your organisation on several occasions requesting my partner, Mr King, be removed from your list of homeowners liable for factor costs within the Mordun & Hyvot area. I left a message earlier today requesting you call me to discuss this matter, I would like to cancel this request as I have since received legal advice suggesting that correspondence should be either in writing, or in person with an independent witness.
Mr King has not signed on to the Moredun & Hyvot Regeneration Project and has not agreed to factoring costs and as such should not be receiving letters demanding payment, threatening legal action, or threatening that continued non-payment of a bill that he is not liable for could have an adverse effect on his credit rating. I have explained on numerous occasions to representatives within your organisation that Mr King is suffering from stress that is a direct consequence of the ongoing situation with your organisation: living on a building site for years, threats of court proceedings, disregard for his rights, etc. Despite knowing the negative impact that your organisation is having on Mr King's health you continue to send him bills and threatening letters demanding money that he is not liable for.
I would like you to provide me with all data you have that shows Mr King is liable for this expense. If you cannot prove that Mr King is legally obliged to pay factoring costs then I would like you to confirm that his details will be removed from your database and that he will no longer receive letters from your organisation regarding this matter. If you are unable to perform either one of these simple tasks then I would like you to provide me with a full explanation why. I would also request the following information:
- Full details of your complaints procedures
- Contact details of the regulating organisations to which you are answerable
Due to the urgency of this matter I would appreciate it if you would reply to this email within 24 hours of receipt.
Yours sincerely
Jennifer
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