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Author Topic: GWRs compensation scheme is all delay and no repay  (Read 6506 times)
ChrisB
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« Reply #60 on: September 14, 2017, 09:47:42 AM »

Are you signed up for marketing emails? Might be covered by that (assuming no details of your current case have been mentioned - so all they may have passed on is your email address)
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bignosemac
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« Reply #61 on: September 14, 2017, 09:52:16 AM »

Marketing emails to different address.
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t0m
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« Reply #62 on: September 14, 2017, 06:59:21 PM »

However I'm concerned by the unsolicited email from a research company. Are GWR permitted to pass on my email address (and possibly other personal details from my correspondence with them) without my permission? Murky data protection waters there methinks.  Undecided


I feel the opposite. GWR used my marketing opt out (which they set themselves - they never asked me!) as a reason for not telling me how to claim compensation for void days on my season ticket. A rather convenient excuse on their part.. I bet because marketing preferences are set as 'off' by default!
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ChrisB
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« Reply #63 on: September 14, 2017, 07:08:40 PM »

You win your bet as Data Protection law require you to opt in, or at least physically accept a ticked box.
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bignosemac
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« Reply #64 on: September 20, 2017, 11:21:37 AM »

As I've had no further replies to emails sent to Jason Ness, Customer Support Manager* (he who told me I'd have my cheque by 30th August), I've now logged a complaint with Transport Focus.

This after another call this morning to chase up. I was told in this call by the poor sod advisor working for Capita that he couldn't chase the complaint up because Jason Ness was involved. Also couldn't chase up the payment as I'd made my initial compensation request on the webform. These, I was told, are dealt with in a seperate office which the advisor has no way of contacting. 



*Yes, I've named him now.
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Lover of trains and all things rail related. That love and enjoyment has been severely dented in recent years by FGW/GWR.
bignosemac
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« Reply #65 on: September 21, 2017, 09:13:46 PM »

And another thing.

Fake Western Railway/Crapita now send unsolicited text messages, asking, "How did we do?" after you call customer services from a mobile. That should be an opt in.
« Last Edit: September 27, 2017, 09:31:45 PM by bignosemac » Logged

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ChrisB
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« Reply #66 on: September 21, 2017, 10:01:23 PM »

Not necessarily, as it may not be marketing
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bignosemac
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« Reply #67 on: September 22, 2017, 12:10:34 AM »

There's an existing customer relationship so GWR can send the messages. They should though contain an opt out to stay legal. The ones I've received don't. 
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ChrisB
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« Reply #68 on: September 22, 2017, 08:02:14 AM »

Thats certainly true in emails. Not sure that the requirement is there for texts? If it were, there wouldn't be sufficient characters left to say anything useful
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bignosemac
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« Reply #69 on: September 22, 2017, 10:27:44 AM »

Opt out? Text STOP.

That's less than 20 characters. A single SMS has a maximum of 160. Concatenation allows for many multiples of 160.

Offering the opportunity to feedback is providing a service. That means the sender must provide an opt out.

From Ofcom:

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It is against the law for anyone to send you spam texts unless you have previously given them permission.

However, if there is an existing customer relationship between you and the sender, it can send you spam text messages about similar products and services, as long as you are given the ability to opt out of receiving such messages.

I telephone customer services. That sets up a 'relationship'. Fake Western Railway send an unsolicited text offering a follow-up service - "How did we do?" That follow-up should have an opt out.
« Last Edit: September 27, 2017, 09:31:22 PM by bignosemac » Logged

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John R
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« Reply #70 on: September 22, 2017, 10:40:31 AM »

Asking for feedback is not offering a product or service though.
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Timmer
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« Reply #71 on: September 22, 2017, 10:45:39 AM »

GWR/Crapita now send unsolicited text messages, asking, "How did we do?" after you call customer services from a mobile. That should be an opt in.
I thought you would have jumped at the chance to let them know how they did?
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bignosemac
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« Reply #72 on: September 22, 2017, 12:00:30 PM »

Asking for feedback is not offering a product or service though.

Having just raised the issue with the ICO, they agree that the law covers sending unsolicited requests for feedback. I've lodged a complaint about this and the unsolicited emails sent by a third party on behalf of Fake Western Railway. 
« Last Edit: September 27, 2017, 09:30:57 PM by bignosemac » Logged

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ChrisB
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« Reply #73 on: September 22, 2017, 01:15:08 PM »

Well, I hope the ICO contact all commercial entities, because many, many do this, not just GWR. The ICO needs to clarify its rules in this respect
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John R
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« Reply #74 on: September 22, 2017, 03:46:21 PM »

I'd agree ChrisB, as it's not at all clear that it constitutes a service.

I can think of many more things to harangue GWR for at the moment than an obscure breach of the data protection rules. 
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