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Name: Witheld

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Total failure to do their jobs constant cut and paste mentality zero adjustments for disabled customers

Terrible just terrible toward diverse customers... Where to start! Firstly they don't understand anything relating to disabled customers. Managers don't even deal with complaints always front line customer service advisor teams instead. Front line staff in the contact centre clearly have no disability awareness training and the same for departments behind the scenes as constant failures to even look at disability needs throughout all dealings. Clear a customer financially ok but then faff about no end to avoid having to lend. Weeks and months of endless LIVING HELL stress with constantly being passed about and cut and paste generic responses no regard for disabled customers accessibility needs or circumstances at all. Clearly don't understand the Equality Act at all. Even told me to go elsewhere! What a disgrace. For a company that advertises when your money is in a good place so are you... Clearly not living up to your values! Treating customers as individuals would be a good start. Quite happy to give lots of money to Mental Health UK as their charity partner but have zero regards for the distress of their failure to make disability accommodations has on their own members and customers. Don't even include full information in the complaints when submitted and issue final responses before they even compile the full information. "This is our final response" only to then read down the page where it says if we have missed any information please let us know... How can you issue a final reply without even referencing the content of the complaint??? Or even having used the full information you were supplied with...???!!!! Shambles doesn't even sum this up. HR seriously need to start educating about disability and train their staff on what the Equality Act means. So sad as you would think that with a presence and perception to the public of local service they would do well. Reviewed on: 18th April 2020