Archive | November, 2011

Does Christine W. exist or does Barclays Bank use fake names?

Following the takeover of the business of another financial institution, I found that I now have an account and card with Barclays Bank. I needed some information from them fairly urgently, so I contacted them a week or two ago.

In reply, I received a letter dated 28th November signed by a certain Christine W……

The telephone number on her letterhead was a UK 0844 number. As I had a query about the contents of her letter, not unreasonably (in my opinion) the obvious course of action was to telephone her at the number on her letter.

The person who answered the telephone said he’d never heard of her. He also told me he was unable to transfer my call to her.

When I asked why I could not speak to the person who had written me the letter, on the telephone number she had on her letterhead, he was somewhat at a loss as to how to answer. He eventually tried to tell me was “because we are globally certified”.

Whatever that means.

Eventually, after a long wait of 20 mins it was patiently explained to me by his supervisor that as they were in India, they couldn’t transfer me to the person who had written me the letter.


Nigel’s First Rule of Customer Satisfaction: Any employee who does something for a customer should have task ownership and take responsibility for the contents of their answer and should be ready to deal with any followup.

I’m now getting a nagging feeling that maybe “Christine W.” doesn’t actually exist. Perhaps they’ve taken a leaf out of the Prime Minister’s book? I intend to find out whether that’s the case or not.

If she does exist, I look forward to speaking with her eventually about my original (and routine) inquiry.

But how do you think should I react if it turns out that she doesn’t exist? (It wouldn’t be the first time I’ve come across letters signed by non-existent people).

After all, in these more security conscious days, Barclays Bank would certainly get more than a little upset if we were to use a fictitious name when we deal with them …

Christine, are you out there? Talk to me please!

PS: if anyone from Barclays Bank management is reading this, particularly if you are the Christine who wrote to me yesterday, please use the email form to contact me.

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Posthumous pardon for Alan Turing

Unless you are a Computer Science academic, you may not know something that was once a national secret of the highest classification … that it was Alan Turing, along with colleagues, who invented the first computer.

This was the work, carried out in secret in the 1940s from which all PCs, laptops and smart phones that we use today owe their inheritance.

His work during the Second World War at Bletchley Park, which culminated in the building of the code-breaking computer Colossus and breaking of the enemy ciphers, including “Ultra” and “Shark”, shortened the war by approximately two years and saved hundreds of thousands of military and civilian lives, both British and German.

It was only in the latter part of the 20th Century were the contributions of the codebreakers recognised, because of course, it was their duty to keep Mum.

And they all did.

Sixty years on from the early Fifties, it is almost impossible to imagine what our society was like, that it then persecuted such a national hero for who he was. That the police and the Courts used the law to administer dangerous drugs in attempt to change his behaviour.

If one thought about this, one might well conclude that “chemical castration” in order to attempt to change a person’s orientation is the State acting in a way that differs in degree but not in kind from some of the things the Second World War was fought to end.

If you live in the UK, Channel Islands or Isle of Man, or if you are a British Citizen resident abroad, please sign the e=

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Manwin’s squeaky wheel

ICANN has been taken to an Independent Review Proceeding by Manwin Licensing International.

Independent Review is a form of arbitration, which is provided for in ICANN’s By-laws.

What is ironic, is that this suit appears to be filed on behalf of a number of major players in Internet

pr0n

That is, the people behind such hit websites as ‘YouP*rn’ and ‘Br*zzers’ among others. (No, I’m not going to hyperlink them — Google is your friend if you really are curious ).

Internet porn has been major beneficiaries of the US First Amendment and the constitutional law doctrine that protects distasteful speech (such as ‘Net porn itself, or demonstrating about military presence in Afghanistan or similar at soldiers’ funerals!)

But it seems to be sauce for the gander tine when someone else wants to exercise their rights of free expression (that is to say, expression in the form new TLDs, and specifically in the form of .XXX) in a way which the pornsters don’t like.

In Europe the equivalent of the First Amendment is Article 10, which all Governments are under a legal obligation positively to protect.

It says: “Everyone has the right of freedom of expression. This right shall include freedom to hold opinions and to receive and impart information and ideas without inference by public authority and regardless of frontiers.”

Pretty clear.

It’s worth pointing out that free expression is not unlimited.

Restrictions can be placed on it, for example, balancing and protecting the rights of others. (Libel laws are an obvious example; there are many others).

The difference in approach can be see that, in the Land of the Free protesting at a soldiers funeral and causing distress to the bereaved is constitutionally guaranteed expression (Snyder v Phelps) where as in the UK you’d probably get locked up for Behaviour Likely To Cause a Breach of the Peace.

Burning the flag is perfectly acceptable behaviour in the USA, while burning poppies on Armistice Day attracts a criminal conviction, albeit attracting a fine. (Poppies are worn in remembrance of the dead on Armistice Day, our equivalent of Veterans Day).

However, the default position in Europe as in the USA, remains, that you have the right of expression, unless a qualifying factor is present and can be shown to be.

Article 10 goes on to say say: “The exercise of these freedoms, since it carries with it duties and responsibilities, may be subject to such formalities, conditions, restrictions or penalties as are prescribed by law and are necessary in a democratic society, in the interests of national security, territorial integrity or public safety, for the prevention of disorder or crime, for the protection of health or morals, for the protection of the reputation or rights of others, for preventing the disclosure of information received in confidence, or for maintaining the authority and impartiality of the judiciary”.

So surely this would mean that presumption must be that proponents of newTLDs can express themselves in the way the want to unless restrictions are necessary in a democratic society.

Censoring .XXX does not protect health or morals — there’s plenty enough internet porn under .COM, and I don’t think Manwin are arguing here for the content restrictions that this caveat might allow, anyway. They probably don’t want to open that door!

The only other aspect in 10(2) that they could pray in aid is the protection of the rights of others — in this case the very real property rights of Manwin and their allies. After all, intellectual and intangible property are equally property as any other kind.

And it’s a reasonable point, particularly as Luxembourg headquartered Manwin is, on the face of things, a European company, and Manwin therefore inherently has these Convention rights

But the starting point of Article 10 is that the expression must be allowed, and it’s only after considering the balancing exercise of considering the harm to Manwin’s Article 1 (Protocol 1) property rights, could the censorship they seem to be seeking be lawful.

And, this, I suggest, will be an uphill struggle.

Although Manwin’s property rights are in essence, and in law, exactly the same property rights that, for example, Google and Facebook have in their brands, Manwin’s task is made no easier by the unredeeming nature of their own content.

And the harm that they claim — well, why should they have special treatment above the thousands of WIPO cases over other, non-porn relating cybersquatting. A proper UDRP process and timely access to the Courts, is really all they can demand, and .XXX, and the forthcoming newTLDs will, at ICANN’s insistence, deliver this.

In conclusion, it seems to me that Manwin’s Independent Review Claim is just a case of a squeaky wheel not realising it is already sufficient lubricated, and demanding more oil.

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