Hi Richard
I forgot to add the bank has also said:
"The change of suppliers for the production of the card details in
braille had nothing to do with costs, the original suppliers could not
support the service any more and we therefore moved the service to
alternative suppliers. Your feedback is the first I have received that
the product from the new suppliers may not last, and that this is a
concern for a customer. I apologise for this and as advised will be
working with the suppliers to resolve this and get a new version sent
to you.
Kind regards,"
Customer Diversity Manager | Customer Experience, Customer Value
Management
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On
Behalf Of Richard Godfrey-McKay
Sent: Wednesday, July 22, 2015 4:59 PM
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: FW: RNIB and hsbc
Derek/all,
Seems a very fair response from RNIB to me. If you have any issues,
then I
suggest that they are with the bank rather than with RNIB.
Richard
Richard Godfrey-McKay
Telephone: 01738-445 880
Mobile: 07791 452 593
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On
Behalf Of
Derek Hornby
Sent: 22 July 2015 16:27
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: FW: RNIB and hsbc
Hi Eleanor
Sorry here is the email
"I am responding as a result of your complaint and subsequent
comments.
The situation from an RNIB perspective is as follows:
* Our subcontract arrangements with any organisation are confidential
and
not the sort of thing we would discuss with any customer or other
commercial
provider;
* The bank commissions or tenders for work from specialist
organisations and
ultimately chooses with whom it will contract and what services it
wants;
* I understand the bank is in dialogue with you or you with them. If
this
isn't the case I would suggest that you take this up directly with the
bank.
My understanding is that they are looking at a solution and you of
course,
as a customer of the bank, have an opportunity to influence the
outcomes of
that solution;
* In all of these things the precise provision the bank chooses to
make may
not be optimum for every customer - this is always the case, whether a
banking entity or not, and whether to do with accessibility or not -
the
issue of course is whether it fulfills the need you have to access the
information;
* You asked if we could or do offer the service direct to customers
that you
are seeking. This is not a service offered to end users directly from
us in
that, the normal process would be a bank commissions a subcontractor
to
deliver packages of work for it which will be put together by it in to
a
complete customer package. If, what you require, is a paper braille
or some
other means of accessing information we could check out possibilities;
but
these are likely to be on paper or thermoform style material rather
than a
card style material. Based on what you have said, the issue for you
is
longevity of the product; if thermoform were good enough we could
deliver
this to you either by the bank agreeing to use our processes or by you
agreeing to hand over confidential information to us that we would
transcribe on to something like thermoform.
One of my colleagues is in touch with the bank to let them know of
possible
fixes and either they or the bank will contact you shortly.
I hope this is helpful.
I'm responding as a result of your complaint and subsequent
comments.
The situation from an RNIB perspective is as follows:
* Our subcontract arrangements with any organisation are confidential
and
not the sort of thing we would discuss with any customer or other
commercial
provider;
* The bank commissions or tenders for work from specialist
organisations and
ultimately chooses with whom it will contract and what services it
wants;
* I understand the bank is in dialogue with you or you with them. If
this
isn't the case I would suggest that you take this up directly with the
bank.
My understanding is that they are looking at a solution and you of
course,
as a customer of the bank, have an opportunity to influence the
outcomes of
that solution;
* In all of these things the precise provision the bank chooses to
make may
not be optimum for every customer - this is always the case, whether a
banking entity or not, and whether to do with accessibility or not -
the
issue of course is whether it fulfills the need you have to access the
information;
* You asked if we could or do offer the service direct to customers
that you
are seeking. This is not a service offered to end users directly from
us in
that, the normal process would be a bank commissions a subcontractor
to
deliver packages of work for it which will be put together by it in to
a
complete customer package. If, what you require, is a paper braille
or some
other means of accessing information we could check out possibilities;
but
these are likely to be on paper or thermoform style material rather
than a
card style material. Based on what you have said, the issue for you
is
longevity of the product; if thermoform were good enough we could
deliver
this to you either by the bank agreeing to use our processes or by you
agreeing to hand over confidential information to us that we would
transcribe on to something like thermoform.
One of my colleagues is in touch with the bank to let them know of
possible
fixes and either they or the bank will contact you shortly.
I hope this is helpful."
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