Hi S's apologies however please feel free to view my sent messages and all was included was the said email.

Have sent you a private message and also sent a link to this thread to his email

All been quiet on this. NatWest gone quiet. Until today a letter from natwest with a new complaint reference number "Thank you for contacting us about your complaint. I am sorry to hear you are unhappy with our service. We have recorded your complaint and our investigation are ongoing. We will be in touch with you with you within the next four weeks to update you on the progress we've made so far if we have not been able to resolve your complaint" Signed off by Personal collections complaint team

Hi jazzy, Apologies if you find this intrusive PM me and I have an email for a contact in Brighthouse and he's emailed me today so I know he will receive it and I'll prompt him to action something as it appears you have enough to deal with. JASON sort the store staff out. It's all well and good head office being empathetic when stores do this. I've been assured further training is being implemented to retail staff I suggest you start with this store. You can't make people feel like this!!!!!

I feel it's only fair I provide a fair update. Since disclosing the clip less than 72 hours ago this has been resolved more than satisfactory. I suppose I didn't allow them enough time for a thorough investigation however the blackmail comment did flare up the situation. The senior staff at Brighthouse have reassured me they do have morals and have aceepted this rogue clip and promptly implemented new procedures. I must thank Gary MCKENZIE and Grace customer relations as they have been my two customer facing contacts. This I belive is an isolated incident, and they accept of the initial issue was dealt with we wouldn't be here. They have spent over 30 minutes dissuading each aspect the complaint. And also an apology from their CEO was communicated.

That is a snap of the recording I have emailed the full clip over to you.

Litigation advice. Reason for claim to submit on MCOL the defendant has breaced their obligations under the Consumer Protection from Unfair Trading Regulations 2008. They have also breached the consumer credit act 1974. Full particulars of Claim will follow

Would you not be frustrated after being told if you don't pay we will smash your door down, three weeks later they are demanding payment yet no goods been delivered. Then they threaten to come to my home and do a payment review. Yes I was frustrated If anyone would like to hear the clip. Feel free to message me. Site team any way you can flag this to the Brighthouse rep on here please The official complaint process resulted in me being accused of blackmail That is exactly my next move aswell as litigation I have no faith in the fos Leo McKee (ceo) You should be ashamed

The address for any sort of litigation will be our Head Office address which I will provide. * In reference to the implication of blackmail. What I said was we need to consider that in how we offer any sort of redress , I did not say or imply that this was what you were intention was. Unfortunately you chose to terminate the call before we could discuss the situation any further. I accept that you appeared frustrated with the call , however I am still happy to discuss further if you want to me to call you back and try and find a suitable resolution. I will respect you wish not to continue to call you unless you advise otherwise * I am available today up until 4pm should you want to speak to me * Our address is as follows * 5 Hercules Way Leavesden Park Watford WD25 7GS * Regards Gary

They are just as bad from the top down. They offered 100 compensation for all this distress and failure to deliver and being threatened to have my DOOR SMASHED IN IF I DIDN'T PAY. I expressed I was unhappy with the resolution, he replied and asked what would I consider a fair outcome. I replied and said the sofa that was originally purchased to be told that I was blackmailing them. At which point the call was terminated.

Messaged you

I'm not the best for advice as I've had a lot of support from this site. Have you issued a letter before action? Have you sent a subject access request if not do that today.

There rep is lying then as I have the evidence. The customer service director said on phone me me we have a lot of hearsay complaints he said that etc but this is a prime example of how the one rogue slipped through the net

The audio was recorded instore at the time of signing the contracts. This was a member of staff reinforcing the way brighthouse works. They know there dealing and this is being released today at 4pm

After 4 pm tomorrow if they don't comply to an agreement made with Gary MCKENZIE today. I have agreed to withhold the clip from any public forum until then. However it includes a staff member saying if you don't pay we'll come to your house and take the goods anyway possible after all we have the right to repossession. If you don't pay we will hound you.

To all brighthouse emails I could locate and there CEO. four weeks I been waiting and they phoned within ten minutes of receiving it. They are getting back to me by 5pm so fingers corssed

Hi Sam, I'm going through litigation on something very similar. You may find this document useful for DPA breaches. http://www.experian.co.uk/www/pages/downloads/compliance/guidance_on_defaults.pdf

The recording has now been released. Very promptly the customer service director calls. They have a divisional manager ready to commence an investigation. Will update shortly

They can be thanked for something them. With these further findings I'm considering doubling my claim. The response when these findings were put to the defendant was. I await instruction from my client ill be in contact no later than Tuesday. I'll carry on digging until then....

Hi thanks for following this thread. The search has affected my credit score however there ain't just the one search there's two. Enough said I understand shoosmiths are acting only on instruction and are being used as a middleman. However shoosmiths don't like the fact I copy natwest into my correspondance. They had no authority from me. I'm either going to amend my claim and submit a revised particulars just like they requested in there defense, I suppose I can thank them for that. I'll include all this however I await their full disclosure however I doubt it will ever be complete.

This email was sent to myself 2 days after the secret chats. It's contents speak for themselves. Encouraged towards the FOS, this email is from the Chief executive office who have clearly authorised an unlawful credit search As discussed, the bank has failed to update your credit files since 2008 as we agreed an error had been made and an alteration would be actioned. You explained this had a detrimental affect on you trying to apply for credit including a mortgage with Santander. You* previously raised a complaint which was upheld but you felt the compensation offer fell short of what you expected. I have taken advice both internally and externally to provide you with* a fair and reasonable outcome. It was explained to me at an early stage that you would need to evidence that your credit score has stopped you getting credit. I have tried to avoid going down this route and asked our Credit Reference Team to access your external credit files. I am sure you understand* this will impact the compensation I can offer.* Taking everything into account I am happy to offer £250 in total for the complaint.* I am happy to increase this figure if you can provide the evidence we require. I am aware there are costs involved and you made a number of calls, I have credited a further £50. Please could you let me know what account you like this paid into.* I realise you were looking for a compensation payment of around several hundred pounds and I am sorry that I am unable to provide near this figure at this stage.* Please accept my apologies again for the trouble and upset caused. If you are unhappy then please feel free to contact me. You may also take your complaint to the Financial Ombudsman Service. They will independently review your complaint, although I hope that won't be necessary. If you do decide to refer your complaint to them, this should be done within six months of the date of this email as they may not consider your complaint after that time. You can contact them via ombudsman.org.uk/publications/comsumer-leaflet.htm. You can, of course, still come back to me if there are any other issues that you wish to raise about your complaint. Thank you for allowing me to investigate your complaint

UPDATE This goes from bad to worse. As mentioned the offending bank had discussions with the ombudsman secretly on review of there incomplete disclosure they let this slip through the next. Upon review of documents it transpires 2 days after this secret chat they issued me a final response encouraging me to go the the ombudsman for an independant review. They obviously thought it was a done deal. Yet further abuse of there position is they have made searches on my credit file I will update more on this at a later time but I know this thread is being closely monitored and I have not disclosed my evidence of this and don't want they to know anymore than what I have disclosed. They have assured me of contact regarding the above by 4pm Tuesday and I await a full disclosure detailing these secret chats. Mediation has been declined by myself and the allocation qurstionarre has been filed.

Going to SAR them shortly. As you may see I have a very similar larger claim against natwest at moment, recently became a defended claim. Once that is resolve Santander and their media and executive complaints will be taken down the legal route

As mentioned I have today raised the fact of secret discussions with the Ombusdman and have just had this communication from the defendant.

Thanks for sharing that, If I can stop one other human being going through this then I'll be happy. This is not about the money it's the total injustice throughout. It needs EXPOSING!!!!