Dear Mr Ribsskog

We always try to provide the best service we can to our

customers, and sometimes that means offering our staff the option of working

overtime during very busy periods.

Please be assured that they have to work within strict time

guidelines, and these are always checked by Operations Managers to ensure they

are not working too many hours.

The service our department offers is outside of the usual

office hours of 9am till 5pm because we have found that a lot of our

customers have difficulties contacting us whilst they are at work themselves

during the 9am to 5pm times, so we have opening hours of 8am – 6pm, as do

many firms these days.

I hope this explains.

Regards

Jackie

Collins
Operations Manager
Direct Dial : 020 7964

0116
Direct Fax: 020 7964 0117

---

From: Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 29 June 2009 19:32
To: Collins,

Jackie

Subject: Re: Complaint against RBS/Fwd: Earlier

e-mail

Ok,

that sound very fine!

But, why is that you let your representatives work over-time every Sunday

then?

Shouldn't you as a main rule conduct your business, within the business

hours?

Yours sincerely,

Erik Ribsskog

On Mon, Jun 29, 2009 at 3:50 PM, Collins, Jackie <jackie.collins@financial-ombudsman.org.uk>

wrote:

Dear Mr

Ribsskog

Rosemary

Cox has passed your complaint to me to take over as you have requested that

she no longer deals with your case.

I can

confirmed that a letter has been sent to the firm, and we have asked that they

issue you with a final response letter within 14 days. We have also

asked them to copy us in on that response.

If you

remain unhappy with the firms response, or you have not received a response

from them within 14 days, please let me know and I will arrange for your

complaint to be moved forward for investigation by an

Adjudicator.

Regards

Jackie Collins
Operations Manager

Direct Dial

: 020 7964 0116
Direct Fax: 020 7964

0117

---

From: Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 28 June 2009 11:17
To: Cox,

Rosemary
Subject: Re: Complaint against RBS/Fwd: Earlier

e-mail

Hi,

I don't think it's any use with me repeating myself.

I don't think you should handle my complaint.

The reason is, that if you are to overworked, you get to tired.

And in dealing with complaints like these, one obviously needs ones

judgement, to be like

it should be.

If one are out of balance, like I think you could be, then I don't

think this is good for how the

complaint is being dealt with.

So please do as I ask Mrs .Cox, and tell your manager what I said,

that I want someone else

to deal with my complaint, due to that I think that you must be

overworked.

Haven't you seen how fine the weather is today, you should have a day

off in the fine weather,

I think.

Sincerely,

Erik Ribsskog

On Sun, Jun 28, 2009 at 11:10 AM, Cox, Rosemary <Rosemary.Cox@financial-ombudsman.org.uk>

wrote:

Dear Mr Ribsskog

Thank you for your

e-mails

As previously advised I am not going to debate

with you the working hours of this office.

I have written to you today to advise the steps

we are taking with your complaint. If the firm fail to resolve the situation

for you, your complaint will be passed onto our adjudication area for

further consideration of the concerns you have

raised.

I should add that we do

not tolerate rude or insulting language at this office, and

would expect any further communication to be sent in a more acceptable

manner.

Kind Regards

Rose Cox

team manager

---

From: Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 28 June 2009

10:43

To: Cox, Rosemary
Subject: Re: Complaint against

RBS/Fwd: Earlier e-mail

Hi,

of course you can work on Sundays if you want.

But business e-mails should just be sent within the

business-hours.

Or else, what's going to happen, is obvious.

Someone are going to come drunk home from town, and answer the

business-e-mails when they are drunk, which is what has happened today, with

our correspondence.

If this is something, you didn't know from before, then I think

this Financial Ombudsman-stuff is just a load of crap really.

Try to use the head that God gave you when you were born!

Sincerely,

Erik Ribsskog

On Sun, Jun 28, 2009 at 10:33 AM, Cox, Rosemary <Rosemary.Cox@financial-ombudsman.org.uk>

wrote:

Dear

Mr Ribsskog

Thank

you for your e-mail

I must admit to being surprised and

confused with the content of the

e-mail.

We are an extremely busy department and we often work at the

weekends, this is obviously of help to consumers as we are able

to deal with their complaints in a more timely manner. I would

suggest that It is entirely up to each individual

business to determine which hours their staff will work and I do not

intend debating this with you.

By working this weekend I have been able to deal with your

complaint, which as you can appreciate is of a benefit to

you.

Perhaps you can clarify the spelling mistakes you are referring

to?

Kind

Regards

Rose

Cox

team

manager

---

From: Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 28 June 2009 10:20

Subject: Re: Complaint against RBS/Fwd: Earlier

e-mail

Hi again,

don't you think it's strange for an institutions like yours to send

e-mails on Sunday mornings then?

Shouldn't e-mails be sent within normal business hours then you

think?

This is what it says on Wikipedia:

In

the United

States and United

Kingdom, the hours between 9 am and 5 pm are typically considered to be standard business

hours

http://en.wikipedia.org/wiki/Business_hours

I

think this is rather akward, as I also think your spelling-mistakes

are.

Sincerely,

Erik Ribsskog

On Sun, Jun 28, 2009 at 8:06 AM, Cox, Rosemary

<Rosemary.Cox@financial-ombudsman.org.uk>

wrote:

Dear

Mr Ribsskog

Thank you for your e-mail

That's no problem, however I should point out that we

are not a government department, we are a independent complaints

body.

I will be in touch with your again in the next few

days

Kind

Regards

Rose

Cox

team

manager

---

From: Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 28 June 2009 08:02

To: Cox, Rosemary
Subject: Re: Complaint

against RBS/Fwd: Earlier e-mail

Hi,

ok that's very fine, I'm just home from town you see.

I thought it was a bit strange, since noone in Government in

Norway, work on Sundays.

Sorry about this, I forget sometimes that I'm not in Norway any

longer.

Sorry about this!

Yours sincerely,

Erik Ribsskog

On Sun, Jun 28, 2009 at 7:54 AM, Cox, Rosemary

<Rosemary.Cox@financial-ombudsman.org.uk>

wrote:

Dear Mr Ribsskog

Thank you for your e-mail

I can assure you this is not a

joke, I am currently in the office working

today.

I presume that you

would like us to deal with your complaint, so am responding to your

e-mails today

Kind Regards

Rose Cox

team manager

---

From: Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 28 June

2009 07:36
To: Cox, Rosemary
Subject: Re:

Complaint against RBS/Fwd: Earlier e-mail

Hi,

why do send the e-mails early on a Sunday morning, by the

way.

Is this some kind of joke?

Sincerely,

Erik Ribsskog

On Sun, Jun 28, 2009 at 7:33 AM, Cox, Rosemary

<Rosemary.Cox@financial-ombudsman.org.uk>

wrote:

Dear Mr Ribsskog

Thank you for your

e-mails

I will contact you again once

I have considered the

information.

Kind Regards

Rose Cox

team manager

---

From: Erik Ribsskog [mailto:eribsskog@gmail.com]

Sent: 27

June 2009 14:59
To: Cox, Rosemary
Subject:

Complaint against RBS/Fwd: Earlier e-mail

Hi,

thank you for you e-mail, that I recieved today.

I'll contact your collegue back, regarding the

Barclays-complaint.

I sent the complaint on RBS Dale St., to Yvonne Williams at

RBS, but she

also harassed me, like this, she writes 'Dear Ms Ribsskog',

even if my name

is Erik, and in Britain, you have a movie called 'Erik the

Viking', and Eric is

also a quite usual name, in English-speaking countries.

So I think Yvonne Williams, the complaint-investigator,

also bullied me.

I think this must have been a deliberate mistake.

This ended with the complaint being partly resolved, in the way

that RBS,

gave me the bonus of £100, for moving my account to them, from

Barclays,

(who I also had problems with, that I'll exlain about to your

collegue, like I

mentioned earlier).

I'll also find the actual complaint against RBS Dale St.

now, and forward it

to you.

What I meant with the complaint-form, was that it didn't

look anything at all

like the ones you've sent me now.

Maybe the complaint-form I was sent, was to do with other

financial institutions,

than banks?

Like share-fonds etc?

Have you also got other complaint-forms, other than to banks,

perhaps someone

sent me the wrong form intentionally?

Just a thought I had.

But anyway, thank you very much for your e-mail, and I'll

also find the actual

RBS Dale St. complaint, and e-mail it to you now.

Yours sincerely,

Erik Ribsskog

———- Forwarded message

———-
From: Williams, Yvonne

(CRU) <Yvonne.Williams@rbs.co.uk>
Date: Tue,

Jun 26, 2007 at 4:30 PM
Subject: RE: Earlier e-mail
To: Erik

Ribsskog <eribsskog@gmail.com>

Dear Ms Ribsskog

Could you please arrange another copy of your email to be

sent to me for my investigation

Regards

Yvonne Williams

---

From: Erik Ribsskog [mailto:eribsskog@gmail.com]
Sent: 19 June 2007

14:04
To: Williams, Yvonne (CRU)
Subject:

Earlier e-mail

*** WARNING : This message originates

from the Internet ***

Hi,

I'm refering to the e-mail I sent you on 5/6.

I was just wondering if you have recieved this e-mail,

because I cant see

that I have recieved any answer to it yet.

Please just contact me if you want me to send you the e-mail

again.

Yours sincerely,

Erik Ribsskog

The Royal Bank of

Scotland plc, Registered in Scotland No. 90312. Registered Office:

36 St Andrew Square, Edinburgh EH2 2YB

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