Gmail – Your reference: 1105539
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Erik Ribsskog
<eribsskog@gmail.com>
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Your reference: 1105539
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Erik Ribsskog
<eribsskog@gmail.com>
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Thu, Dec 27, 2012 at 6:03 PM
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To:
Customer Relations <CustomerRelations@stepchange.org>
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Hi,
thank you for your e-mail.
I just thought the new name was a bit like you moralise and patronise people.
I think a neutral name like ‘Debt Advice’, would have been better.
Your old name, (CCCS), was also a bit strange, I think, (to be honest), because it almost look like CCCP, which is the Russian name for the Soviet Union, I think.
So it was almost like one were labeled as communists if one wrote to CCCS.
And now one are labeled as immoral, I think, (since one have to change ones behaviour, that is change ones steps).
But I think a neutral name would have been better, it’s like both your old and new name labeles your clients, I think.
That’s my opinion at least.
I understand you are a charity, so I’m not sure if I should take this complaint any further.
(Since I’m not that used with dealing with charities).
I’ve said my opinion now, at least.
So I have to think about if I should do anything more in conection with this complaint.
Thanks again for your e-mail.
Regards,
Erik Ribsskog
Dear Mr Ribsskog
Client reference: 1105539
Complaint reference: 1076/1105539
Your comments regarding our response to your complaint have been noted. I’m sorry you remain dissatisfied with the content of our e-mail and the information we’ve provided
about the charity’s new name.
As requested, your message has been escalated for the content of your complaint and our response to be reviewed.
I can confirm the explanation we’ve provided about our service, and the charity’s intention are correct and have no further comments to add. Under the terms of our complaints procedure, I am therefore
confirming this is our final response. As previously advised, if you remain unhappy with our reply , you may refer your complaint to the Financial Ombudsman Service who’ll complete an impartial review of your concerns. You’ll need to do this within six months
of the date of this email. Information relating to their service can be found using the following link
http://www.financial-ombudsman.org.uk/consumer/complaints.htm
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Regards
Clare Sharkey
Client Liaison Manager
Sent: 24 December 2012 05:01
To: Customer Relations
Subject: Re: Your reference: 1105539
Hi,
I must admit that I’ve only read the first line of your e-mail now.
You bring my feelings into this.
This I react on.
Then I think you are not a serious business-person.
I therefore would have wanted to please get this escalated to your line-manager.
Erik RIbsskog
Dear Mr Ribsskog
Client reference: 1105539
Complaint reference: 1076/1105539
Further to my previous email which acknowledged your concerns about our recent name change. You’ve told us that you feel our new name is patronising and demoralising. I’m sure you’ll appreciate
it isn’t our intention to upset any of our clients.
Changing our name from Consumer Credit Counselling Service (CCCS) was a bold step for us. Although we help thousands of people every day with their debt problems, and we’re already the UK’s largest
single provider of Debt Management Plans, millions of people still need our help. Becoming StepChange Debt Charity is part of our plan to be more visible and to help even more people.
You’ve told us you dislike our new name but we believe it will help raise awareness of our services and provide a clear message about who we are and what we do. It will help people recognise the
free services we offer and hopefully we’ll become the organisation that people turn to first when looking for debt help.
We’re not here to judge people who contact us. We aim to give them the help and advice they need to take control of their financial situation no matter how they got in to difficulty.
You’ve also raised concern that we’re funded by creditors which has caused you to have doubts about how independent we are. Unlike fee-charging debt management companies, we are funded by creditors.
Their charitable contributions enable us to provide genuinely free advice and support to those who need it. Our advice is always based on what is best for an individual not what is most profitable for us. Creditors do not influence our advice or the debt solutions
we discuss with individuals who need our help.
I hope my explanation helps you understand why we’ve changed our name and that I’ve restored your confidence in our service. I’m sorry you dislike our new name but we hope you’ll continue to use
our free service to guide you through your financial difficulties.
Details of the charity’s formal complaints procedure were sent to you in our initial email. If you aren’t satisfied with this response, you may refer your complaint to the Financial Ombudsman Service
who’ll complete an impartial review of your concerns. You’ll need to do this within six months of the date of this email. Information relating to their service can be found using the following link
http://www.financial-ombudsman.org.uk/consumer/complaints.htm
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Kind regards
Christina Eccles
Client Liaison Officer
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Foundation for Credit Counselling, trading as StepChange Debt Charity,
Wade House, Merrion Centre, Leeds LS2 8NG. Company No. 2757055, Charity No. 1016630.
