Shaw and Crompton branch of Royal Bank of Scotland miss the point somewhat to say the least!

Bolton Customer Service Centre, PO Box 2027. De Havilland Way, Horwich, Bolton BL6 4YU

07 April 2017

Dear Mr Gloster, Mr Blyth & Mr Sykes

Thank you for bringing this issue to our attention and for being so patient while I have been investigating your complaint.  I understand that you have complained on behalf of the residents of Shaw in Oldham because the RBS branch in Shaw will no longer open on a Thursday in future.  You have mentioned that Thursday is the Market Day in Shaw and this will cause inconvenience for a lot of people.  You have also mentioned that this Is not in keeping with the commitment “adapting to meet customer needs” as stated by RBS in the Oldham Evening Chronicle.  You would like RBS to reconsider the proposal to close on a Thursday.

My Investigation
Here is a summary of what I have investigated:

  • RBS has made the business decision that the Shaw branch in Oldham will no longer open on a Thursday going forward
  • Customers who regularly use the Shaw branch will have been made aware of the change during one of their visits

My Response

Having taken all of the above information into consideration, I am sorry that I am unable to agree with your complaint about the future closure of the Shaw branch on a Thursday because this is a business decision that has been made. Although I cannot agree with your complaint, the decision has not been taken lightly and I completely understand that this will disappoint some customers.  I am genuinely sorry for the inconvenience that they will suffer.

With regards to the comment about adapting to customer needs, I can confirm that customers are increasingly using alternative ways of banking with us in the local area including by phone, in the post office, and through our mobile and online banking.  There are now more ways of banking with RBS than ever before.  As a result our customers are changing the way they bank with us and we have to respond to these changes.

I do hope that I have taken steps to rebuild your faith in us and trust I have been able to resolve matters satisfactorily for you.  If you are unhappy with my decision you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge, but you must do so within six months of the date of this letter.  If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.  For example, if the Ombudsman believes that they delay was as a result of exceptional circumstances.

I have enclosed a leaflet providing further details of the FOS.  You can also find further information at www.finacial-ombudsmand .org.uk

If there is anything further that you would like to bring to my attention that has not already been considered, or if anything mentioned is incorrect, you can speak to me or a member of my team on 0800 161 5131 or  07432 791184 between 8am and 6pm, Monday to Friday.  Calls may be recorded

If you have a hearing or speech impairment you can call us on Minicom 0800 917 0527.  You must have Minicom facilities to use this service.

Yours sincerely, Rebecca Gregory, Complaint Specialist

Food and garden waste collections Shaw 7 April 17

Please be aware that we have not completed or food and garden collections in your ward this evening.

We have crews back in tomorrow morning to complete collections (from 7:30am).

Should you be contacted by any residents please advise them to leave their bins out as we will collect at some point on Saturday.

Regards

Mark Husdan

Operations & Development Manager, Waste Management Service, Oldham Council, Moorhey Street Depot, Oldham OL4 1JF

T: 0161 770 2144

E: mark.husdan@oldham.gov.uk

101 – police non-emergency number

Mr Tony Lloyd, Greater Manchester Police and Crime Commissioner, GMP Openshaw Complex, Lawton Street, Openshaw, Manchester M11 2NS

Dear Mr Lloyd,

RE: 101 – The Police non-emergency number

I am writing to you on behalf of many residents of Shaw and Crompton within the borough of Oldham with regards to the 101 non-emergency number which the public are urged to contact in non-emergency situations.

I have received many complaints from residents from both Crompton and Shaw Wards with regards to the length of time being kept on hold when calling the 101 number and that often no one is sent to investigate the issues that residents have brought to the Police’s attention.

Could I please ask you to look into improving this service so that residents are able to use the service in the way in which it is meant to be used and let me know how this is going to be undertaken, so that I can inform local residents?

Finally, I want to thank you for being proactive with this issue.

Yours sincerely

COUNCILLOR DIANE WILLIAMSON

Liberal Democrat for Crompton Ward, Chair of Shaw and Crompton District Executive

Shaw branch of the Royal Bank of Scotland

Customer Relations Manager, The Royal Bank of Scotland, Freepost, PO Box 594, Chatham ME4 9DP

Dear Sir or Madam,

Re: Reduction in opening hours at Shaw branch

Further to our letter of 19th March, we do not appear to have received a response and so we write to you again on behalf of the residents of Shaw in Oldham, to voice our concerns around the proposed reduction in opening hours of the Shaw branch of RBS.

RBS have recently stated in an interview with Oldham Evening Chronicle that you “have to continually adapt to meet our customer needs”.

The proposal to close the branch on Thursdays, Shaw’s Market day, does not seem to be in keeping with that commitment.

We would like to request that the opening hours are reviewed and that the bank is kept open on Thursdays.

Keeping the bank open on a Thursday is very important to local businesses, residents and visitors to the area and closing on such a key day will inevitably cause problems for many.

We, as the Elected Members for Shaw, strongly urge you to reconsider this proposal.

If you could please provide a response to this letter which you are happy for us to share with the concerned residents of Shaw, we would be grateful.

Yours sincerely

Councillors Chris Gloster, Rod Blyth and Howard Sykes

Members for Shaw Ward