Writing to CEO's & MP's

[Bill-K]

Do we have a 'Sticky' thread on this subject ? I'm what they call a "Miserable User," so I couldn't be @r$€d to search for one - LOL.

Seriously, I've been hawking my dubious advice in these forums for over 5 years now, but I have NOT ONCE written to a CEO, and only a coupla times to my MP (using a template). Sure - we all have our individual styles and turns of phrase - and long may those remain, but I am sure that there are peeps out there who have done this enough times to have perhaps discovered a certain 'protocol' - and evolved a certain 'style' to make such communications effective.

It just occurs to me that a thread which attracts the varied wisdom of those who have gone before in this respect might be useful in perhaps eventually generating a 'Sticky' thread or two to help those who need to quietly address the organ-grinder, instead of shrieking at his monkey...
:billk:
To kick off, here's an elementary question. When we write to the CEO, we know it will be dealt with by one of his immediate minions. Do we still address and word our letter as if we were speaking directly to him/her ?

[DAISYC3CJS]

Re: Writing to CEO's & MP's

Bill, I will be more than happy to post a copy of my letter once I have drafted it

[cards down]

Re: Writing to CEO's & MP's

I've Sent 2 letters to my Council CEO both marked Strictly Private and Confidential along with For the attention of addressee only in bold red print. Neither where replied to by the CEO himself.

[TUTTSI]

Re: Writing to CEO's & MP's

http://www.ceoemail.com/


I always use this site as I did on Friday - I wrote to the CEO of Marks and Spencer because of an incident that happened to me in my local store. Because I complained about what happended they have given me 10,000 points as compensation.

Do we have a 'Sticky' thread on this subject ? I'm what they call a "Miserable User," so I couldn't be @r$€d to search for one - LOL.

Seriously, I've been hawking my dubious advice in these forums for over 5 years now, but I have NOT ONCE written to a CEO, and only a coupla times to my MP (using a template). Sure - we all have our individual styles and turns of phrase - and long may those remain, but I am sure that there are peeps out there who have done this enough times to have perhaps discovered a certain 'protocol' - and evolved a certain 'style' to make such communications effective.

It just occurs to me that a thread which attracts the varied wisdom of those who have gone before in this respect might be useful in perhaps eventually generating a 'Sticky' thread or two to help those who need to quietly address the organ-grinder, instead of shrieking at his monkey...
:billk:
To kick off, here's an elementary question. When we write to the CEO, we know it will be dealt with by one of his immediate minions. Do we still address and word our letter as if we were speaking directly to him/her ?

[Bill-K]

Re: Writing to CEO's & MP's

Thanks for your posts, guys. The constant fobbing-off and stonewalling by 'Customer Services' departments seems to have forced many of us into contacting CEO's in order to get our complaint dealt with intelligently, and this method seems to have now become a commonly-used tool - as opposed to a last resort. Being unfamiliar with the finer points of this approach has prompted me to start this thread for pooling our experience, following a recent discussion in Daisy's thread.

http://www.legalbeagles.info/forums/...hatever-next-!

Examples of letters would be good. thanks Daisy. As Cards Down has experienced, actually getting a reply from the CEO themselves is pretty rare, I guess. I think the main thing is to get the matter dealt with by someone in the CEO's office who will hopefully rattle a few cages and kick a few a few butts.

Thanks for that link, Tuttsi. There are some useful tips & hints there, too, I noticed. Well done for getting M&S sorted...mazel tov !!! :kev:

[di30]

Re: Writing to CEO's & MP's

At first I used to email CEO directly, that is because I felt my email to customer services were being ignored.

So later on, when emailing CEO, I alway copy in Customer Services and find that they do respond back quicker.

[Bill-K]

Re: Writing to CEO's & MP's

I was hoping you'd add your advice, Di - thank you. Emailing does seem to be the way to do this, as it's fast, and doesn't take any cost or effort to copy in other departments. I think I would be inclined to write a 'hard copy' letter to the CEO initially, and also send it as an email - in the hope that the hard copy might give it some extra weight.

Although I doubt if I'll get a reply directly from the CEO - I take it that I address the letter to them by name in the first instance ?

[TUTTSI]

Re: Writing to CEO's & MP's

A few years back we had a problem with a DD with our house insurance, cut a long story short - Aviva in their infinate wisdom had cancelled our house insurance without our knowledge.

An email to the CEO I find always works wonders- even though as you say the actual email is not normally answered by the CEO but was dealt with so efficiently by his team who are normally very well clued up and have access to all the information.

After they made all their enquiries that found that our policy was wrongly cancelled due to their mistake and not only was our insurance reinstated, they listened to the recordfing and the operator had not made the correct notes on the computer and had not followed correct proceedure. They assured us that the staff as a result would be getting more training and thanked us for taking the time to contact them as by them cancelling our insurance was entirely their mistake. A huge hamper arrived by way of apology and our policy was duly re-instated.

M&S have sent me yesterday - yes only having sent a complaint at 4:37pm Friday afternoon, I had a full response lunchtime from one of his team. I am not entirely happy with the response because I feel I am being hog washed, but due to not being well at this time I think I will let it die a death unless the same thing happens again. It was the new card readers at the store I was at, the girl zoomed the card up and down so many times it voided the transaction. She then asked someone to do it on another till and guess what it voided the transaction again and then my card was declined for no reason. On second thoughts whilst writing this down I will write back and tell them that when the engineer is coming tomorrow they should investigate the card readers as it should not have voided the tranaction and declined my card. I need them to ask the engineer for a report on why this happened and whether the staff need better training on this new equipment. They won't mess with me I promise you Bill - no matter how ill I feel I have the fighting spirit.

Bill just to say also, that any letter/email to the CEO should be in clear points of your complaint, no template letter is necessary. I normally just do it in chronological order keeping as sweet and short as if you put to much in it makes it harder for the other peron to undertsand and you are the best letter writer I know so you wont have any problems in getting your points accross - so who has upset my you my friend??

I was hoping you'd add your advice, Di - thank you. Emailing does seem to be the way to do this, as it's fast, and doesn't take any cost or effort to copy in other departments. I think I would be inclined to write a 'hard copy' letter to the CEO initially, and also send it as an email - in the hope that the hard copy might give it some extra weight.

Although I doubt if I'll get a reply directly from the CEO - I take it that I address the letter to them by name in the first instance ?

[Bill-K]

Re: Writing to CEO's & MP's

...They won't mess with me I promise you Bill - no matter how ill I feel I have the fighting spirit.

There's no doubt about that, Tuttsi - and I am sure that very spirit will see you through the tough time you are having right now.

Bill just to say also, that any letter/email to the CEO should be in clear points of your complaint, no template letter is necessary. I normally just do it in chronological order keeping as sweet and short as if you put to much in it makes it harder for the other peron to undertsand...

This concurs with the advice on the site you posted a link to, Tuttsi. Sure - they need just the basic guts of the complaint, and not the minute detail. In effect, a good snapshot of it all.

...and you are the best letter writer I know so you wont have any problems in getting your points accross

You're very kind, ma'am - but I do sometimes ramble on a bit - and/or operate my mouth before engaging my brain !!! Hence my desire to learn CEO 'protocol.'

- so who has upset my you my friend??

No - it's just that I'm noticing that the poor overloaded Customer Relations and PPI claims depts. are just issuing templated fob-offs without even checking their info - thanks to being flooded by CMC's sending in unresearched claims. So, we are constantly being stonewalled, and left with no other option but to refer to the FOS - and therefore being subject to their protracted timescale. It seems to me that writing to the CEO should be considered as a further useful step before having to go to the FOS - AND that it should perhaps be seen as yet another attempt to resolve matters before FOS referral, in the spirit of the CPR 'Pre-Action Protocol.'

....

[di30]

Re: Writing to CEO's & MP's

I would give about 3 to 5 working days for the email to come back, even though it will be his or her underhand from CEO, or his team but on his behalf, and if no reply by then, it maybe worth thinking of contacting your local MP.
Contacting your MP does or can work, they want your vote in time, so they should be willing to write on your behalf.

I do have an helpful MP, but so far so good, not had to contact him in regards of the banking matters up to now.

[di30]

Re: Writing to CEO's & MP's

Below is the link to Various CEO's, of allsorts, banking/catalogues/Food stores and so on, they will I'm sure come into use.

http://www.ceoemail.com/

[di30]

Re: Writing to CEO's & MP's

This here is also useful.......

http://www.writetothem.com/

[di30]

Re: Writing to CEO's & MP's

http://www.parliament.uk/about/contacting/mp/

http://www.direct.gov.uk/en/Diol1/DoItOnline/DG_4018047

The above of contacting your MP and you can also do so online.

[DAISYC3CJS]

Re: Writing to CEO's & MP's

Here is a copy of mine to Sir Win of Lloyds - not quite as brief as I intended, lol

BY RECORDED DELIVERY

STRICTLY PRIVATE & CONFIDENTIAL
Sir Win Bischoff, Chairman
Lloyds TSB
25 Gresham Street
LONDON EC2V 7HN






Dear Sir Win,
RE: MIS SOLD BUSINESS PPI LOAN INSURANCE : LOAN REF bla bla


I feel I really should not have to be writing to you personally you to bring this matter to your attention. However, under the circumstances feel I have absolutely no alternative. I will outline my case briefly for you as follows:

1. On 13th June 2012 I wrote to Lloyds TSB claiming PPI on a BUSINESS LOAN enclosing the relevant copy documents. (copy letter of 13/6/12 enclosed with documents).
2. On 15th June I received a letter from Lloyds advising me my records could notbe traced! (copy letter of 15/6/12 from Lloyds to myself enclosed)
3. On telephoning Lloyds I was advised my loan could now be traced although I would have to start a completely new claim and I was then put through to an appropriate advisor. Please refer to my letter of 20th June, copy enclosed).
4. I also enclose a copy letter from Lloyds dated 27th June 2012 which advised me that my claim would be dealt with as quickly as possible, although I would have to wait 8 weeks. I also enclose a copy of my reply dated 17th July 2012.
5. On 9th August I received a telephone call from a member of staff at Lloyds asking me further questions i.e.,

1. Was I working more than 16 hours per week when I took out the loan. My answer was that I was not.
2. Did I remember the name of the person who sold me the PPI and the loan. My answer was Miss/Mr. whoever

1. I enclose a copy of my letter of 9th August clarifying the conversation.

I was therefore surprised to receive a letter from Lloyds of 9th August 2012, received by me on 16th August 2012 (which no doubt crossed with my own), informing me that my claims were not to be upheld, and again a copy of the letter is enclosed.As it was not clearly stated in that letter why my claim was not being upheld, as suggested in the letter, I did telephone to ask the reason. Again I spoke to a Mr. BLA BLA who informed me that from what he could see on his screen, it was something to do with the terms & conditions and the fact I had a cooling of period when taking out the loan.In response to Lloyds letter of 9th June 2012 please see my two letters both dated 17th August 2012 copies of which are also enclosed herewith which I feel are self explanatory.

1. For ease of reference, I also enclose a copy of the Non Cancellable Fixed Rate Loan Agreement.

As you can see, from the very outset and also my first letter dated 13th June 2012 I clearly stated this was a BUSINESS LOAN. However, staff dealing with this quite clearly chose to ignore this fact, stating that they could find no record of same. As also stated in correspondence, when I telephoned to question this, I was told that they could and did in fact find my records telling me that they had looked under Personal Loans! They went on to advise me that I would have to start an entirely new claim which again, I did. The fact that I had to even go through this yet again is, I feel totally unacceptable and I consider it to be delaying matters unnecessarily.If you peruse my enclosures, I am sure you will come to the conclusion that I am fairly/genuinely and legally entitled to a full refund of PPI payments on both of these loans. As set out in my letter of 17th August, I have been told my claim will be re investigated but that I would have to wait yet another 8 weeks! Again, asfaras I am concerned, when my case is already open and ongoing this is unncecessary and unjustifiable in my opinion and I am sure you would agree.I would point out, again as stated in previous correspondence, that I have been a customer of Lloyds for very many years and quite frankly I am extremely upset about the way my claim has been handled thus far.In closing therefore, may I respectfully request your immediate intervention into what I feel is a very straightforward case i.e. I was mis-sold PPI on two loans taken out with Lloyds. Lloyds now has a duty to refund to me, all PPI payments together with interest and charges on both of these loans.I look forward to hearing from you by return.Yours sincerely,
BLA BLAenc. copy loan agreementvarious copy letters as stated

[Bill-K]

Re: Writing to CEO's & MP's

Thank you for that, Daisy. It sure seems to address all the main points, but keeps itself succinct - which seems to be the way to construct a CEO letter.