Nationwide Building society. How many missed calls would you consider excessive

[hoxtonbabe]

Hi All,

So I am going to keep this a brief as possible.

Long story short branch manager was trying to reach me following a complaint I raised. When they called I was on way/in hospital for something that meant I was going to be in hospital for a few hours and afterwards feeling knackered/in some pain, essentially a full day thing when you consider getting ready, getting to the hospital on public transport, etc.

They obviously didn’t know this but naturally I couldn’t answer my phone, and the plan was to get home and return/reply to any calls/ messages regardless of who they were from plus at the time I didn’t actually know who was calling me my main focus was my hospital appointment.

So if someone was trying to get hold of you and not an emergency situation how many calls or messages would you deem reasonable or if you was the person calling, how many times would you consider reasonably enough to cover yourself/show that you tried?

TBH OP they’re damned if they do, damned if they don’t.

If they call once or twice then they get complaints that not enough effort has been made to contact them.

And seemingly if they call more than that they’re calling excessively.

They are only trying to do their job. I can understand why it annoyed you but you should have just texted and said “I can’t answer today, please phone me tomorrow at X time”. That would have put an end to it!

I really don’t understand why you didn’t just quickly reply to the email or text.

They sent a text but couldn’t reply to it. It was from one of those automated systems and said at the end do not reply to this message

I imagine people complain if they don’t feel they’ve tried enough. Sorry it’s caused you stress though.

The email I didn’t actually see until I got home later in the afternoon and that’s when I replied

If it was distressing, add it to your complaint. It would be small D&I payment.

Unless the complaint is that they lost a million quid of your money, then 8 times it’s way excessive.

It doesn’t matter if that’s the way someone works, it’s not good customer service etiquette.

FFS.

Seriously some people just like to complain.

“I would like to add to my complaint that too much effort was made to contact me in order to resolve my complaint. Please pay me compensation for my “distress.” Seriously get a bloody grip.

It doesn’t matter if that’s the way someone works, it’s not good customer service etiquette. and who gets to decide that? Because what isn’t good for one person is for another and vice versa.

I guarantee they get far more complaints that they haven’t tried hard enough to contact someone, and now here we have someone complaining that they’ve tried too hard?

Or perhaps every complaint should ask how many times they’d like to be contacted?

I am well aware of that. I deal with the complaints that people feel the banks haven't dealt with properly 😂

Wow that is definitely excessive!!

I think many people would view this as too much!

It is excessive but I'd rather that than those people who ring once from a withheld number so you can't return the call, and they let it ring for about 5 seconds then hang up before you can answer the phone, then they tick the box that they "tried to call" and the whole issue/appointment/whatever it was never gets sorted (or you even get discharged depending on what it is). I would have just picked up the first time and said sorry I can't talk right now I'm in hospital about to have a procedure, can you call back tomorrow?

Yes, this.
Id be impressed that they seemed determined to help me to be honest. Not their fault that you weren’t available.

There is an in between 😂

Well you can't do right for doing wrong in complaint handling in my experience.
You called me too often
You only tried twice