15 May 2001

Dear Mr Frieze

As stated in your letter, we asked customer to attempt to time the arrival of their confirmation slips to coincide with the due date. If it is a day or so early in arriving we will hold the item until the due date, and similarly, the 10 day notice period allows for any delays in sending, postal hold ups etc. Part of the reason we ask customers to submit their slips as near as possible to the due date is to cut down on administration and allow the transaction to be processed as soon as possible. When you submitted your previous withdrawal request, it arrived 19 days in advance of the due date and this is why it was returned. We process thousands of withdrawals every week using exactly the same procedure and experience very few problems. By using this method, it allows customers to place notice on funds which may or may not be required and if the later [sic] proves to be the case, they know that cheques will not be issued unnecessarily.

I trust I have helped to further clarify the situation.

Yours sincerely

Christopher Marshman
Customer Services

Mr Christopher Marshman
Cheltenham & Gloucester
Invest Direct
PO Box 115
Fareham
Hants
PO15 5UR

21 May 2001

Dear Mr Marshman,

Thank you for your prompt reply to my letter of the 9th May.

I think that you have a problem with your system. The problem is that you are refusing to view it from a customer's point of view. You have clearly stated that the system works well for you and that it cuts down on your administration. Beyond this, however, you have failed to justify the fact that the prompt return of a confirmation slip is prohibited.

I have spent a fair amount of time discussing your system with my friends and colleagues. I explain that I was caught out last time because I returned a slip too early, and they have to check that I said too early and not too late. Your system is counter-intuitive and this is why it caused me confusion before, it is also why I am so adamant that you give it a fair review.

My belief is that your system exists to serve your needs, not those of your customers. A simple improvement to your system would be to allow the customer to return the form when they want - up until the end of the notice period. This modification would stop your customers having to diarise a form's return for a ten day window over two weeks later than the form is received. Give me one reason, apart from how difficult it might make your end of the system, why this is not a good idea.

Alternatively, please admit to me that this clunky system exists purely for your convenience. I will be a little uncomfortable to think that you were not capable of, or were not prepared to handle a little form for a few days, but I will respect you for your admission.

I know that I am likely to be a lone voice in my criticism of your system. However, do not be so foolish as to assume that this means that my opinion is unique. I am closing my account because I have no desire for continued involvement with your organisation. How many other customers might you have lost this way?

I look forward to your comments on this matter.

Yours sincerely,

Ashley Frieze.