Never give up the fight
LET 2019 be the year you fight for what is fair.
Each week friends and family members tell me how they have been driven to despair by banks, broadband providers, delivery companies, energy suppliers, insurers — you name it. And while they try their best to argue their corner — some more forcefully than others — they often end up abandoning their cause.
After all, who has time to engage in lengthy email debates or call again and again to ask for their complaint to be escalated? This is especially the case if the sums of money involved are relatively small. But dogged determination almost always pays off.
For inspiration, may I present 89- year- old Michael from Tadworth, Surrey. In his letter Michael says: ‘I have been an avid reader of the Daily Mail for the last 70 years. I enclose a list of 88 successful cases and the outcomes since March 2, 2011, amounting to £9,767.26 in compensation.
‘These figures cover my wife and myself, and a few relate to grandchildren. All helped the housekeeping budget!’
Along with his letter, Michael has included a four-page spreadsheet detailing each of his compensation wins over nearly eight years. From £20 for a simple admin error by his insurer to £200 for a ‘catalogue of errors’ by his bank, no sum is too small to note down.
In January 2015, he logs receipt of an £ 18 voucher from a supermarket after finding ‘foreign matter in the Christmas cake’. This clearly wasn’t quite good enough for Michael, because the next month there is another £25 voucher listed for the same reason.
The latest entry, from October this year, is a £70 award from his bank for making ‘ the usual mess-up’ with a lasting power of attorney.
Michael adds: ‘The vast majority of compensation was achieved without resorting to the Ombudsman, which in several cases would have awarded less than the bank or building society had already offered.’
For many, Michael’s approach may be a step too far. But the principle of complaining politely about poor service and fighting back when you have not been treated fairly is sound. If you get stuck, that’s where we come in.
Money Mail readers are the lifeblood of this section. You are our eyes and ears, and we rely on you to tell us when companies are up to no good. In return we will do our utmost to help wherever we can. So keep your letters and emails coming next year.
Loyalty rip-off
WhILE we are on the topic of fighting for fairness, I totted up how much I’ve saved this year by refusing to accept renewal quotes from insurers.
Over the past 12 months I’ve haggled savings of £359.61 on home, car and breakdown cover — and that’s without having to switch provider.
I don’t know whether to be happy about this, or furious that insurers thought they could even try to get away with hiking my bills by this much.
The key to getting a good deal is to find out what an insurer would charge you as a new customer. Comparison websites are enormously helpful here. Or, if you are not online, call around a handful of the best-known firms and ask for a quote.
Once you’ve found a cheaper deal, call your existing provider to say you have found a lower price with a rival. If they refuse to match it, threaten to leave. Nine times out of ten they will blink first.
Just be sure you are not forgoing vital cover for a cheaper deal.
Christmas cheer
FINALLY, I’d like to launch a little competition.
As it’s the season of goodwill, I want to hear all your best customer service stories from the past year.
Tell us about a time when your bank, insurer or even your favourite high Street shop really went above and beyond.
There will be a bottle of champagne for the best letter. Write to
moneymail@dailymail.co.uk or Money Mail, Northcliffe house, 2 Derry Street, London W8 5TT.
In the meantime, enjoy the rest of the festivities and have a wonderful New Year. v.bischoff@dailymail.co.uk