TREATMENT OF CUSTOMERS. The company is dedicated to maintaining strong relationships with it's customers based on fairness, openness and integrity. The principal activity of Abbey National is the provision of personal financal services in the UK, and the majority of it's customers are customers of the UK Retail Bank. The company understands that it's reputation is at stake with every customer and every service offered. Abbey National is therefore committed to providing value-for-money financial products and high quality service. When customers are not satisfied with the service they have received, a customer relations unit is available to help resolve issues. If through this process an amicable solution cannot be agreed, customers can raise concerns with the relevant ombudsman. The company endeavours to understand the consequences of its actions on customers, to treat them as individuals, and to take into consideration their unique circumstances. ( Excuse me while I wipe my eyes!!!) Abbey National is committed to maintaining open and honest communications with its customers-keeping them informed of developments which affect them and communicatihg in plain english.

www.abbeynational.plc.uk/webcode/content.asp?display=591

Well I've read some Fairy Stories in my time-!-!-!-! JJ.

-- jacky jones (jackycolin.jones@virgin.net), November 05, 2000

Answers

The statement; "The company endeavours to understand the consequences of its actions on customers, to treat them as individuals, and to take into consideration their unique circumstances." is very interesting and in my opinion may not pass the test of closer scrutiny. I wonder if there is not some regulatory body that could subject this whole "Treatment Of Customers" policy statement to proof being supplied by the National Abbey of it's truth in practice?

Regards,

-- Tony Hayter (Tony@Hayter.com), November 05, 2000.

It is my understanding that the ASA can be approached about promotional statements on web sites which observers believe to be misleading, inaccurate, or likely to cause distress or offense. The ASA (Advertising Standards Authority) has its own web site at www.asa.org.uk/

-- Eleanor Scott (eleanor.scott@btinternet.com), November 05, 2000.