Urgent Complaint – Service Failure and Loss of Business

This matter was once handled under what I believed to be customer service. At present, I am uncertain what to call it.

Instead of resolving the issues raised, they are repeatedly escalated to so-called “relevant departments,” with no feedback, no resolution, and no accountability. I have now lost four working days as a direct result of being unable to access my documents or issue invoices. This has had a significant impact on my business operations.

Despite this, debit orders continue to be processed promptly for payment of your services, yet I am not receiving the service contracted for. To date, I do not even know who is managing my account, particularly as I hold multiple accounts with your institution.

We have made numerous calls to your call centre. While the consultants are polite and apologetic, the matter is continuously escalated without any clear indication of to whom it is being escalated, what steps are being taken, or when it will be resolved.

This situation is unacceptable.

If this matter is not attended to immediately and resolved without further delay, I will have no option but to consider pursuing legal remedies for loss of business resulting from your apparent negligence.

I request urgent written confirmation of:

The name and contact details of the account manager responsible for my accounts.

The exact cause of the service disruption.

The steps being taken to resolve the issue.

A clear timeframe for resolution.

I trust this matter will now receive the urgent attention it deserves.