I tried updating my address online. SB Credit card system could not recognise the postcode (as I moved to new build house), it asked me to contact by phone.
When I called, they could not process the request and asked me to send bank statement showing 3 months of transactions with new address, I told them I cant provide these statements as I am in the process of home moving and the statements will have old address and recent one will contain the new address. It seems they cant accept this.
I spoke to the supervisor and even she could not see the logic regarding bank statements with new address, I have asked her to raise compliant. As soon as I mentioned compliant, she said she will block the card and she blocked the card.
She also said the complaint wont be reviewed by anyone and will be closed straightway and Sainsburys does not inform the customer regarding the outcome of the complaint. Even she refused to provide final response for me to escalate to FCA. It seems they don't have any compliant process.
I am very surprised how they are handling complaints and how they are managing their business in regulated environment.
Reviewed on: 28th June 2018
