Hannah PS

[Hannah PS @HGPS1]

@RAC_Care Hi, unfortunately we’ve had to make other arrangements now as we don’t have the time to go through this again with the RAC. What I would appreciate you doing is investigating your call centre’s handling of the incident to avoid this happening to other people in future.

[Hannah PS @HGPS1]

@RAC_Care We rang back at the end of the day to be told that the mechanic wasn’t going to turn up. Your staff took no ownership and didn’t try to assist. Things go wrong, it’s how you deal with them that shows your level of commitment to customer service. In this case, none.

[Hannah PS @HGPS1]

@RAC_Care Cara, unfortunately the car is now at a work location all week where it can’t be serviced. Our complaint was that your call centre team on Saturday did nothing to help, telling us to wait until the end of the day (priority appt booked for a reason) for the mechanic to arrive.

[Hannah PS @HGPS1]

@Response_advo74 Thank you for replying however it is now too late as we can’t get an appt this weekend. We have been in contact with your call centre since 10:30 this morning trying to sort this out. We’re off to Kwik Fit instead.

[Hannah PS @HGPS1]

@RAC_Care we paid for a priority slot this morning and the mechanic hasn’t turned up and isn’t answering calls. Your call centre won’t help as allegedly the mechanic is at work. If a mechanic hasn’t turned up and isn’t contactable why won’t they re-book the service for us?

[Hannah PS @HGPS1]

@ODEONHelp I am looking to book at screen 3 in your Telford cinema. Please could you tell me whether the entrance is to the left or the right when facing the screen? Apparently I can’t call the cinema direct to ask. Thank you.

[Hannah PS @HGPS1]

Essentially a woman has to fill out a form and pay to send her licence back securely to you to be reissued with a licence in the same way you would do automatically for a man. Please advise how that additional cost is reimbursed.

[Hannah PS @HGPS1]

@DVLAgovuk why must a woman complete an additional form D1 and send a letter requesting that her title is not included on her driving licence but a man does not have to do this as it happens automatically for men?

[Hannah PS @HGPS1]

Surely a simple phone call to confirm identity and request the field be left off a licence should be all that is required?

[Hannah PS @HGPS1]

@PetplanUK Hi, I rang your call centre and was told the only way to make a claim right now is to use a paper form. Unfortunately we can’t do that as the specialist vet we had to see is several hours from where we live and we agreed the claim would be made online before we paid the bill.

[Hannah PS @HGPS1]

@PetplanUK taking your claims system down for maintenance and not being able to accept claims over the phone instead during that time period isn’t good customer service. There’s not even any notification that the system is down until you’re logged in to try to make a claim.

[Hannah PS @HGPS1]

@DVLAgovuk @DVSAgovuk This is sound advice. The DVLA are responsible for driving licences and they can’t deliver that service so I can’t imagine what would happen if you asked them to deliver something outside of their area of responsibility.

[Hannah PS @HGPS1]

@DVLAgovuk An example of one of the (many) problems with the DVLA. Lack of both responsibility and accountability. Clearly not prepared to publicly answer what should be a simple question regarding customer service.

[Hannah PS @HGPS1]

@DVLAgovuk why do your call handlers make statements which they say are legally binding and must be complied with and then refuse to confirm them in writing?

[Hannah PS @HGPS1]

@DVLAgovuk I wasn’t asking to discuss personal circumstances, I asked why call handlers can say they are giving a legally binding instruction that must be complied with with immediate effect but which they refuse to confirm in writing? What is the DVLA policy on written confirmation?

[Hannah PS @HGPS1]

@DVLAgovuk Hi, thanks but that is my enquiry. If a call handler informs you that what they are telling you about the status of a person’s entitlement to drive is legally binding then why would they refuse to confirm it to the licence holder in writing?

[Hannah PS @HGPS1]

@DVSAgovuk The one you didn’t mention in the list was to check whether the DVLA made an admin error on the learner’s licence and subsequently cancelled their licence without telling them. You wouldn’t think this would happen. But it does.

[Hannah PS @HGPS1]

@DVLAgovuk But you wont give people timescales as to when you will process their application, effectively leaving them unable to drive with no idea how long this will last for?

[Hannah PS @HGPS1]

@DWPgovuk apparently your team don’t understand the difference between a certified copy of a document and a photocopy of a document. Please improve your staff training.

[Hannah PS @HGPS1]

@DWPgovuk your staff insisted that we send you the originals of 20 year old irreplaceable documents. We have just received them back, only to find the front page has been stamped in ink by one of your team. Next to my note stating the document should not be marked. Unbelievable.