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TVL/BBC's explanation of Val
Smith's changing signature A
colleague of mine wrote to TVL/BBC in February 2007 to ask whether Val Smith
was a real person:
I
wish to reply to a letter that I have received from Val Smith of TV Licencing
Customer Services.
Before I write, please confirm that Val Smith is a real person.
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Heather Ford replied:
I
can confirm that Val Smith is indeed an employee of this company, her name is
just one of the managers names that are sent out on our correspondence letters.
I hope this
explains the position and if you have any questions, please telephone us on our
advice line number 0870 243 0229. |
My colleague responds:
If Val Smith is
a real employee, could you explain why her signature changes from letter to
letter?
For example,
see here [link]. |
Claire Talbot of Customer Relations
replies:
Thank you for your recent email, received 11 February. Details
have been passed to the Customer Relations Department for my attention.
Television
Licensing sends thousands of letters to addresses on a daily basis. Of course,
it would be impossible for all of these to be sent and signed personally. We
therefore use different Television Licensing managers as signatories on the
letters we send. Whilst they are aware of the content of the letters they are
unaware of the personal details of each recipient.
It is usual for a sample signature of
the appropriate manager to be used which is then copied onto the enquiry
letters.
Val Smith
has worked for TV Licensing for some time, it is possible that she has produced
a sample signature on more than one occasion which has differed to the
original.
Any TV
Licensing queries received in writing are dealt with by our Contact Centre in
the first instance. If a complaint is made, details are passed to the Customer
Relations Department in line with our formal complaints procedure.
I trust this
answers your question. |
There is quite a lot I could say about the fourth
paragraph, but I don't think it is necessary.
Instead, I reproduce again
Val Smith's signatures so that you may judge for yourself the accuracy of Ms
Talbot's explanation.
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