Stikkord: The Financial Ombudsman Service

Dear Mr

Ribsskog

Thank you

for your email.

You will

excuse me for not going into the finer details of our staffing working hours

and holiday allowance. I will however, reassure you we certainly

do not expect or allow our staff to work 12 to 14 hours a day 7 days a

week.

Regards

Jackie

Collins
Operations Manager
Direct Dial : 020 7964

0116
Direct Fax: 020 7964 0117

---

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

Sent: 30 June 2009

16:31

To: Collins, Jackie
Subject: Re: Complaint against

RBS/Fwd: Earlier e-mail

Hi,

Monday to Friday, 8 am to 6 pm, is alright, I think.

But you also let your staff work Sunday mornings, at 6 am.

It seems to me that you overload your representatives with work, and that

they have to

work 12 to 14 hours 7 days a week.

I thought slavery was forbidden in our time.

Why do you let your representatives work every Sunday morning, when other

people in

England are on their way home from the pub?

Do your staff get summer-holiday at all?

Sincerely,

Erik Ribsskog

On Tue, Jun 30, 2009 at 9:54 AM, Collins, Jackie <jackie.collins@financial-ombudsman.org.uk>

wrote:

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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