Adrian Gray sent a message to Ross McEwan CEO, Royal Bank of Scotland Email Address that said:
FAO Eileen Butt
FAO Ross McEwan CEO
Dear Mr Ross
Please have someone from your office telephone the Manager at the Canterbury Branch in Kent and have them sort out this administrative nightmare that we are locked into over ID papers taken into the branch, copied and then disappeared into a black hole- its like groundhog day - but it is having a significantly detrimental effect on our small £0.5m charity for sufferers of multiple sclerosis.
Probably only take a two minute conversation from your office to actually get something done.
Hi Eileen
Following on from last weeks e-mail please note as follows :-
1. A complete new set of mandates has been sent by registered mail to Chatham [and received on 30/11/17] and currently with the Mandate Team. This was a Company Mandate, a Digital Mandate, an Additional Party form, a Debit Card application and a duly signed Board Minute for A D L Gray Moira Mitchell to be added a signature and 3 parties to be removed J Steelman, Tony Meire, and H Watham.
2. The ID of myself A D L Gray was taken into the Canterbury Branch in OCTOBER and, again today, the mandate team have confirmed they have it.
3. The Mandate Team do not have the ID of Moira Mitchell who personally took her ID papers/documents into the Canterbury branch on the following Wednesday after me.
4. The Chairman of the Board visited the branch to assist/resolve this and spoke with you. You promised to look into it and would have a word with “Val” when she was back in on Thursday this was one or even two weeks ago?
5. Today the mandate team do not have sight of Moira Mitchells ID papers.
It seems to be accepted that the Canterbury branch have not forwarded M Mitchells ID papers and therefore they should still be in the branch. The worrying thing is that the mandate team will reject the application forms for new signatures if the ID is not forthcoming. This entails a complete new set of application forms and signatures from a group of people who are part time, some suffering from MS and not easily got together I myself am part time and only in two days a week and do not live anywhere near Canterbury! It is the Canterbury branchs abysmally poor administration that is causing this significant disruption to our business and nobody in Canterbury appears to be taking responsibility [we cannot even phone you direct] and have to rely on the customer helpline and mandate team to send an e-mail to you asking you to sort it out. Nobody has come back to me direct on this matter and , frankly, it is an appalling state of affairs by supposedly a major UK bank!
Please contact me directly with an update on where the Canterbury Branch is in sorting out this simple admini
