VICTORIA BISCHOFF: The power of your postbag

After a decade at Money Mail, the past four years as editor, this will be my final column – my last Last Word, if you will.

It is time for me to pass the torch and, as of later this month, Money Mail will have a new commander-in-chief.

When a colleague asked me recently what I would miss most about this brilliant role, the answer was easy: you, the readers.

Powerful: Time and again firms have attempted to shrug off accusations of shoddy service, only to swiftly hold their hands up when confronted with one of our dossiers of reader letters

One of the greatest privileges of this job has been reading your emails and letters each week.

The first lesson I learned upon joining the team was that we are here to serve you. Whether it’s exposing rip-offs and scams or providing useful tips to help you manage your money, we are on the side of the consumer.

Financial firms all too often hide behind impenetrable jargon and reams of small print no ordinary person has time to read. We seek to shine a light on those costly catches — and, when necessary, campaign for change.

But none of this would be possible without your support. You are often the first to alert us to wrongdoing. And it is evident when a company has a systemic customer service problem, because a clear pattern of complaints quickly emerges in our postbag.

It is this invaluable insight that helps us hold businesses to account on your behalf.

The most powerful personal finance stories are just that — personal. It can take great courage to share them but it is so worth it, because these are the tales that truly drive lasting change.

Time and again I’ve witnessed firms attempt to shrug off accusations of shoddy service, only to swiftly hold up their hands when confronted with one of our famous dossiers of readers’ letters.

These remind companies that their customers are real people, not numbers on a spreadsheet — and that the decisions CEOs make in their ivory towers can have devastating consequences for many.

One of the best examples of this was in 2019, when Barclays sought to ban customers from withdrawing cash from the Post Office. Amid the backlash, we encouraged readers to write to then chief executive Jes Staley to share their anguish at the loss of such a vital facility.

And, by the bank’s own admission, it was this torrent of handwritten letters that ultimately led to its U-turn.

Another brilliant illustration of the power of Money Mail’s postbag is the time NS&I was forced to backtrack on plans to axe our much-loved Premium Bond prize cheques in 2021. 

Again, you had written in your droves outlining in heartbreaking detail how let down you felt by this penny-pinching decision. NS&I’s top team didn’t stand a chance against such a moving public outcry.

Indeed, I could write all day about the many victories your willingness to speak out has won for ordinary people.

With your help, we have successfully fought for banks to refund blameless fraud victims and transform the way they treat bereaved families. More recently, we helped win back £6 million for taxpayers after your letters exposed the devious tactics used by rip-off rebate firms.

And if you are still in any doubt as to whether your experiences and opinions matter to big businesses, look no further than our annual Wooden Spoon customer service awards — the threat of your votes has them quaking in their boots.

Many firms could learn a lot from the generosity you regularly display towards complete strangers.

After I wrote in this column about an elderly gentleman living on just £5 a week earlier this year, I was humbled by the number of readers — most living on modest pensions — who were quick to offer donations to help make his life just that little bit easier.

I’m also incredibly grateful for the kindness you have shown towards me personally over the years. In my office there is a large notice board on which I’ve pinned dozens of my favourite cards and letters. I keep them as a reminder of why we do what we do.

You are the lifeblood of Money Mail. And though we are entering what will no doubt be a difficult winter for many, I know I am leaving you in safe hands and that my successor will continue to stand firm in your corner.

So, for now, farewell. Thank you. And, as always, keep those emails and letters coming.

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This post first appeared on Dailymail.co.uk