Tomorrow it will be four weeks since I wrote to NTL customer services asking for compensation for loss of connection and inconvenience. I haven't yet received even an acknowledgement of my letter. In my view, two weeks should be sufficient to say "We have passed your letter on to the appropriate department. You should receive a reply in x number of weeks."
My complaint is that every time they make a mistake, I have to foot the bill on my mobile to put it right, so I'm not going to spend another £10 to chase £36. I'm OK with writing letters as it only costs 30p, or complaining on forums, which is free, and does sometimes elicit a response from companies.
I'm curious what people reckon is a reasonable time to respond to a business letter.
I always find out the name and address of the m.d of the company. I have found this nearly always results in a quick reply.Mark it Private & confidential. (Letter sent to m.d of British Gas -reply received within 2 days)
If you intend sending a letter to a particular person within a company, and you address the letter to that person, then it will come under the Data Protection Act and all the legal side to that. Sending a letter to a company or company secretary or director [with no specific surname]will remove the implications of the DPA.
I have written to NTL Customer Care regarding a pre-digital era overpayment problem, somewhere in Coventry I think, I can't remember the exact address.
This office isn't the same as Customer Services and you can't contact them by 'phone. I've been told the normal response time is 30 days. I'm still waiting, although my 30 day frustration time isn't up yet.
When I had a hard drive crash in early October I asked them what I needed to do to restore my broadband connection. I got an automated response message next day saying it was being passed to my local advisors then nothing more. I am still waiting for a reply!!
This thread is now locked and can not be replied to.