Barclays - Is this actually as much of an issue as I think it is?

[biggles_1]

I'll explain.

I started asking for my "Statement of Deduction of Income Tax" certificates from Barclays a couple of months ago.

Two or 3 times I was told they had been sent but I received nothing, another set was printed and finally I received 2 packs at the same time.

I was quite surprised however when I realised that one of the two packs had not only my certificates but those of 3 other individuals (7 accounts for a lady in Dorset, 1 for a lady in Middlesex and 5 for a guy in Worcestershire)

These certificates show their full name, full address, account number, interest paid last year and tax deducted as well as the other various references etc.

I called Barclays and raised a complaint as this probably explains what happened to my first 2 sets of statements but although one of the girls I spoke to seemed to see it as important and raised the complaint a couple of the advisors weren't even bothered.

In 2 minutes on the web I can get their DOB, home phone numbers and could have a good guess at their sort codes (their closest branch would be fairly safe I would think). I imagine it wouldn't take long to get birth certificates and mother's maiden names if I was that sort of person.

Surely this is pretty serious. I'm livid that they might have sent my details out to some random!

Is it just me or should they see this as a bit more serious than a fob off and a we'll get back to you in 5-7 days?

On the flip side if you're still trying to get your certificates then ping me and ask, I might have them. The guy is a company director so could be a fellow contractor on here.

J.

[doodab]

I'll explain.

I started asking for my "Statement of Deduction of Income Tax" certificates from Barclays a couple of months ago.

Two or 3 times I was told they had been sent but I received nothing, another set was printed and finally I received 2 packs at the same time.

I was quite surprised however when I realised that one of the two packs had not only my certificates but those of 3 other individuals (7 accounts for a lady in Dorset, 1 for a lady in Middlesex and 5 for a guy in Worcestershire)

These certificates show their full name, full address, account number, interest paid last year and tax deducted as well as the other various references etc.

I called Barclays and raised a complaint as this probably explains what happened to my first 2 sets of statements but although one of the girls I spoke to seemed to see it as important and raised the complaint a couple of the advisors weren't even bothered.

In 2 minutes on the web I can get their DOB, home phone numbers and could have a good guess at their sort codes (their closest branch would be fairly safe I would think). I imagine it wouldn't take long to get birth certificates and mother's maiden names if I was that sort of person.

Surely this is pretty serious. I'm livid that they might have sent my details out to some random!

Is it just me or should they see this as a bit more serious than a fob off and a we'll get back to you in 5-7 days?

On the flip side if you're still trying to get your certificates then ping me and ask, I might have them. The guy is a company director so could be a fellow contractor on here.

J.

Phone them up and tell them you want to make an official complaint, as opposed to merely complaining to the person on the phone. There will be a procedure to follow, you might need to write a letter, but they will take it seriously.

[SueEllen]

Banks and BS do things like this frequently.

All that happens is:
1. You raise a complaint in writing which they eventually don't deny receiving
2. They then inform the Information Commissioner and nothing happens.

However if a newspaper or other media outlet finds out then the bank makes platitudes saying how sorry they are and it won't happen again. The Information Commissioner then says how they will fine people who does this.

The only thing you can do is keep an eye on your credit report and post, which you should be doing anyway.

[Wanderer]

I was quite surprised however when I realised that one of the two packs had not only my certificates but those of 3 other individuals (7 accounts for a lady in Dorset, 1 for a lady in Middlesex and 5 for a guy in Worcestershire)

Sounds like a clear breach of the Data Protection Act. Write to the "data controller" at the bank and demand an explanation.

[biggles_1]

SueEllen,

Sadly I think you're right. I've made an official complaint over the phone that they have to respond to. I imagine they'll give me some 'bovvered' type of response with a lot of 'honestly we do care' text around it and I'll end up getting nowhere with it. I'm not after anything myself just that they fix their process which has been a shambles for each of the last 4 years I have had to go through it.

Luckily as you say I have a monitor that e-mails me when my credit report is pinged since someone used my parents address(I haven't lived there for 12 years) and DOB in an attempt to open a Littlewoods account, Orange account and store card a year ago. I couldn't believe it was so easy to do but I guess the ease of life us honest folk want makes us prime targets for the nastier members of society.

[MarillionFan]

SueEllen,

Sadly I think you're right. I've made an official complaint over the phone that they have to respond to. I imagine they'll give me some 'bovvered' type of response with a lot of 'honestly we do care' text around it and I'll end up getting nowhere with it. I'm not after anything myself just that they fix their process which has been a shambles for each of the last 4 years I have had to go through it.

Luckily as you say I have a monitor that e-mails me when my credit report is pinged since someone used my parents address(I haven't lived there for 12 years) and DOB in an attempt to open a Littlewoods account, Orange account and store card a year ago. I couldn't believe it was so easy to do but I guess the ease of life us honest folk want makes us prime targets for the nastier members of society.

Brilliant Biggles. So you have complained. What do you want? Compensation for being sent someone elses details???

[biggles_1]

Marillionfan,

I don't think I explained that too well.

What I mean is that I'm not after a £10 goodwill gesture or anything like that. I would like them to guarantee fixing the process and if they have any records, confirmation of where mine were actually sent.

Anyone that has to go through this annual process with them will know how frustrating it is in it's current form.

J.

[Clippy]

Barclays are useless fekkkers.

Someone I know was getting 'crank' calls from a fax machine which they managed to trace to a Barclays branch.

Their complaints never got them anywhere but they persisted and Barclays eventually agreed to pay the person I know a couple of grand compensation.

All seemed to go quiet for about a year until recently when the fax machine decided to start making similar calls again!

[pmeswani]

Marillionfan,

I don't think I explained that too well.

What I mean is that I'm not after a £10 goodwill gesture or anything like that. I would like them to guarantee fixing the process and if they have any records, confirmation of where mine were actually sent.

Anyone that has to go through this annual process with them will know how frustrating it is in it's current form.

J.

Send the certificates to the people who should have got them with a cover letter letting them know that the certs were sent to the wrong address. Tell them, in the letter, that they should file a complaint with Barclays and with the Ombudsman. I don't know if complaining to the Bank of England will yield anything to be honest, but may be worth a try.

[SueEllen]

Send the certificates to the people who should have got them with a cover letter letting them know that the certs were sent to the wrong address. Tell them, in the letter, that they should file a complaint with Barclays and with the Ombudsman. I don't know if complaining to the Bank of England will yield anything to be honest, but may be worth a try.

Unfortunately the complaints procedure doesn't work like that.

You have to complain to the bank first either through the proper banking complaints procedure and escalating it, or to the address of their Data Protection Officer. (If the latter you must send your letter via recorded delivery.)

Once your complaint has been answered unsatisfactorily then you can complain to the Financial Ombudsman Service if doing the banking complaints route, or the Information Commissioner if doing the Data Protection route.

However at the moment as none of you have (hopefully) lost any money the only way to go is the Data Protection route.

Alternatively you could contact the money pages of a national newspaper and see if they are interested in the story. However as you haven't lost any money and this happens very frequently they are not likely to be interested.

To be honest the best solution is to put a complaint in in writing and then to begin the process of moving all your accounts away from Barclays. And ensure that anyone related to you does the same.