Bridging Finance

UK’s worst bank for customer service revealed

September 6th, 2010

A satisfaction survey by the consumer group Which? has revealed the UK’s best and worst-rated banks for customer service.

Banking groups on the favourable end of the scale include First Direct, Smile and One Account, which all got the stamp of approval from consumers.

However, Santander was one of the banks trailing in last place in terms of customer service, and was also voted the worst savings provider.

Halifax, Bank of Scotland, Lloyds TSB and Cheltenham & Gloucester were other banks who failed to merit glowing reviews.

First Direct won an overall score of 82%, and was voted the top provider for current accounts, savings and mortgages. One Account and Smile scored 82% and 79%, respectively.

On the other side, Bank of Scotland trailed with a lowly satisfaction rating of 43%, Halifax came in with 46% and Santander 47%, as well as earning a score of just 39% for its savings accounts.

Spanish banking giant Santander has come under fire in the past for poor customer service, and has languished at the bottom of customer satisfaction polls before.

Kevin Still, debt expert and director of Atlantic Financial Management, said that in the current climate, customer service will be judged on whether a bank provides support when it is needed.

He continued: “Treating customers fairly can be very loosely interpreted by some banks, especially when you fall into financial difficulty or have debt problems.

“Santander has been very aggressive in its acquisition programme, trying to integrate a number of brands with very different approaches to arrears management and debt recovery. It is easy for a client to now have multiple relationships within the group without consciously knowing it and this can be risky going forward.”

Peter Vicary-Smith, chief executive of Which?, added: “Time and again, the big high street banks are found to be lacking when it comes to good customer service. People who are unhappy with their bank must vote with their feet and move to a better financial provider.”

If you are considering a bridging loan, Masthaven is ideal for your financial needs, so get in touch.

Dragons’ Den inventor left devastated after investment turned out to be a loan

September 6th, 2010

A single mother from Scunthorpe, whose invention left all five dragons speechless and eager to invest, has spoken out against her investors claiming their ‘investment’ was nothing more than a badly managed, expensive loan.

Speaking to the Mail on Sunday, Sharon Wright revealed the ordeal she underwent as a result of the finance she never received from Dragons, James Caan and Duncan Bannantyne.

The experience was so traumatic she believes it caused her to have a nervous breakdown, resulting in her subsequent hospitalisation earlier this year.

Last year Sharon Wright went on the BBC’s Dragons’ Den to pitch her invention, the MagnaMole in the hope of securing £50,000 in return of a 15 per cent equity share in her company, Talpa Products.

The MagnaMole, Talpa’s star product, is a plastic rod designed to take a cable through cavity walls using magnates, preventing the risk of electrocution. Before her appearance on the programme, Wright had already won the Diamond Award for Innovation and had sold 41,000 MagnaMoles in the UK, but she needed investment in order to take the product global.

Speaking to the Mail on Sunday she said: “To go on that programme people are either emotionally desperate or financially desperate, or both. I was both, because I’d worked really, really hard but I knew that I would never make a profit just selling in this country. This was a platform and I needed to go global.”

But what the unsuspecting inventor didn’t bank on was her investors ‘ruining her accounts’ and destroying her self esteem.

Together, James Caan and Duncan Bannatyne agreed an £80,000 investment in return for 22.4 per cent in the company.  With Caan’s fortune thought to be worth £85 million and Bannatyne’s £320 million, Wright naturally thought she was in good hands.

However, in the weeks that followed she claims she had no support from either dragon and that the £80,000 was actually a loan that she would have to pay back. On learning this Sharon considered pulling out, but she didn’t. In June, four months after the filming of the programme, Sharon received two ‘pre-contracts’ from the dragons each pledging £40,000 each.

One month later, still having seen no money, Sharon was told she had to sign the contracts, which she did despite not having legal representation.

She says that Bannatyne asked if she needed a lawyer to which she replied, “well you’re not going to rip me off are you, because you’ve got a lot more money than me.”

And then disaster struck. The episode featuring her and the MagnaMole was aired and she found herself inundated with calls and emails, but still without funding.

Receiving absolutely no support from either dragon she borrowed money and employed a solicitor to examine her contract.

It was only then the novice businesswoman discovered the truth behind the contracts; the dragons had bought their 22.5 per cent share for a fee of £1 per share, they bought nearly a quarter of the company for £29 on the premise they would loan her £80,000. But it didn’t stop there, there would be no extra money, only limited access to the loan, and the loan itself, though interest-free, would be reduced at any point to however much her ‘investors’ chose.

And as if to add insult to injury, the contract also stated the dragons could charge a fee for their services, but that one of the dragons would act as chair of her company and would have final say on all decisions. At the same meeting she claims she was asked to reduce her salary to the minimum wage (£12,000).

Thankfully her lawyer organised a termination of the contract and now Sharon is putting her experiences to good use and is releasing a book about her ordeal.

Commenting on what happened, Cann said: “Unfortunately, within a few months of Sharon appearing she decided that due to the success and positive feedback from the show she would prefer to keep 100 per cent of her company, which Duncan and I fully supported.

“Occasionally the investment opportunity isn’t as it appears on the show. I wish Sharon all the best.”

A spokesperson for Bannatyne said: “Duncan’s pre-contract clearly shows he had no intention of making a loan, just an equity investment. This is backed up by his offer of a full £80,000 equity investment after Ms Wright became unhappy with James Caan’s altered terms.

“James Caan might be able to shed light on his intentions in shifting the goalposts but Duncan has been consistent; I understand Ms Wright appreciated Duncan’s offer of full £80,000 equity but politely declined for her own reasons.”

If you are considering a bridging loan, Masthaven is ideal for your financial needs, so get in touch.

Boxing tycoon and wife charged with mortgage fraud and money laundering

September 6th, 2010

A multi-millionaire boxing tycoon, already facing charges of mortgage fraud and obtaining money illegally, has appeared in court again, this time to accompany his wife who faces similar charges.

Barry and Jackie Hughes appeared in Glasgow Sherriff Court on Friday afternoon, as Jackie, 34, was accused of three charges of deception, including mortgage fraud and money laundering.

Jackie made no plea or declaration and was released on bail, Barry attended in support of his wife.

Earlier this year Barry, 31, was charged with mortgage fraud relating to former homes in Kilmacolm, Langbank and Brookfield, and Jackie has faced a three hour grilling over the homes since.

Last month police raided the pair’s current home, a multi-million pound property owned by taxi tycoon Steve Malcolm, which they rent for £4,000 a month. They took a range of assets from the property, including boxing memorabilia, Jackie’s wedding dress, a £100,000 Range Rover and TV sets. The pair have also had their bank accounts frozen.

Speaking to The News of the World newspaper, Jackie protested her innocence and said: “I’m absolutely horrified to be accused of these offences. I am a law-abiding person, so it’s pretty mind-blowing to be pulled into court on these charges.

“The stress is pretty intolerable. I’ve been through so much over the last few weeks.

“But I have a coping strategy in place – I’m thinking of my three children. I’m staying strong for my kids and for my husband.”

Barry Hughes rose to fame and fortune through his management of boxing legend Scott Harrison, once world champion. Jackie manages various artists, including the girl group Atlanta who appeared on the X Factor, broadcast on Sunday night.

If you are considering a bridging loan, Masthaven is ideal for your financial needs, so get in touch.

Insurance giant slapped with record fine for losing personal details of policy holders

September 6th, 2010

The UK branch of Zurich Insurance Plc has been given the highest fine levied to date on a single firm for data security failings.

The insurance giant has been fined £2,275,000 by the FSA for failing to have adequate systems and controls in place to prevent the loss of customers’ confidential information.

The failings came to light following the loss of 46,000 customers’ personal details, including identity details, and in some cases bank account and credit card information, details about insured assets and security arrangements.

The regulator stated the loss could have led to serious financial detriment for customers and even exposed them to the risk of burglary.

Zurich UK insisted that it has seen no evidence to suggest that the personal data was compromised or misused.

Zurich UK outsourced the processing of some of its general insurance customer data to Zurich Insurance Company South Africa Limited (Zurich SA). In August 2008, Zurich SA lost an unencrypted back-up tape during a routine transfer to a data storage centre.

As there were no proper reporting lines in place Zurich UK did not learn of the incident until a year later.

Zurich UK apparently “failed to take reasonable care to ensure it had effective systems and controls to manage the risks relating to the security of customer data resulting from the outsourcing arrangement”.

The firm also failed to ensure that it had effective systems and controls to prevent the lost data being used for financial crime.

Margaret Cole, the FSA’s director of enforcement and financial crime, commented: “Zurich UK let its customers down badly. It failed to oversee the outsourcing arrangement effectively and did not have full control over the data being processed by Zurich SA. To make matters worse, Zurich UK was oblivious to the data loss incident until a year later.

“Firms across the financial sector would do well to look at the details of this case and learn from the mistakes that Zurich UK made.”

As Zurich UK agreed to settle at an early stage of the investigation the firm qualified for a 30 per cent discount. Without this discount the firm would have been fined £3.25 million.

If you are considering a bridging loan, Masthaven is ideal for your financial needs, so get in touch.

US bans punitive credit card charges – will the UK be next?

September 6th, 2010

In one of the most widespread crackdowns on the financial services industry since the Obama administration came to power, sweeping credit card reforms have been announced in the United States.

Under these reforms, huge charges for late credit card payments have been banned, with the US government capping late payment penalties at $25 (£16).

Unexplained interest rate rises were also banned yesterday, along with fees for “under-use” of cards.

The move has led to consumer experts in the UK questioning if we will soon follow America’s lead in becoming harsher with credit card providers hitting consumers with punitive charges.

One debt expert, Kevin Still, director of Atlantic Financial Management, said that US was further ahead than the UK in clamping down on credit card issuers.

“Credit card interest rates continue to rise whilst the Bank of England rate remains at a record low,” he said.

“Millions of cardholders are making minimum payments or below contractual payments on their credit card debts, resulting in them not really clearing any of the debt balance, whilst Credit Action’s August report shows that the average interest rate on credit card lending is currently 18.46%. We see many clients starting a Debt Management Plan (DMP) joining us with store and credit card rates well above 20%.”

In the US, credit card providers will now be required to give 45 days’ notice for any interest rate rise, and will have to give a reason for any changes. They will also be unable to raise interest rates during the first 12 months of a new account being opened.

However, US analysts have been quick to point out that the move might mean all credit card customers will endure rate rises to compensate for the loss of money-making loopholes.

Speaking with the Guardian newspaper, Moshe Orenbuch, a Credit Suisse banking analyst, said that whereas previously a small number of credit card customers had been unknowingly paying for “all the sins of cardholders”, now the industry will be “taking that cost and spreading it over all customers.”

In one of the most widespread crackdowns on the financial services industry since the Obama administration came to power, sweeping credit card reforms have been announced in the United States.

Under these reforms, huge charges for late credit card payments have been banned, with the US government capping late payment penalties at $25 (£16).

Unexplained interest rate rises were also banned yesterday, along with fees for “under-use” of cards.

The move has led to consumer experts in the UK questioning if we will soon follow America’s lead in becoming harsher with credit card providers hitting consumers with punitive charges.

One debt expert, Kevin Still, director of Atlantic Financial Management, said that US was further ahead than the UK in clamping down on credit card issuers.

“Credit card interest rates continue to rise whilst the Bank of England rate remains at a record low,” he said.

“Millions of cardholders are making minimum payments or below contractual payments on their credit card debts, resulting in them not really clearing any of the debt balance, whilst Credit Action’s August report shows that the average interest rate on credit card lending is currently 18.46%. We see many clients starting a Debt Management Plan (DMP) joining us with store and credit card rates well above 20%.”

In the US, credit card providers will now be required to give 45 days’ notice for any interest rate rise, and will have to give a reason for any changes. They will also be unable to raise interest rates during the first 12 months of a new account being opened.

However, US analysts have been quick to point out that the move might mean all credit card customers will endure rate rises to compensate for the loss of money-making loopholes.

Speaking with the Guardian newspaper, Moshe Orenbuch, a Credit Suisse banking analyst, said that whereas previously a small number of credit card customers had been unknowingly paying for “all the sins of cardholders”, now the industry will be “taking that cost and spreading it over all customers.”

If you are considering a bridging loan, Masthaven is ideal for your financial needs, so get in touch.