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  • roger 232 posts

    @Aston100

    Thanks for sharing the feedback.

    Hearing this and previous post from @Happeemonkee, I have given another look to it from my last complaint from what seems like many moons ago.
    Will appraise this thread however Creation decides to respond. The Auto email says minimum 5 working days to respond, so let us see what happens.

    Creation is saying it will take 40 days or 8 weeks before I get any reply.
    This is their standard auto reply.

    Anyone reinstated their complaint recently and received a reply soon after?

    Gareth 28 posts

    @Aston100

    Thanks for sharing the feedback.

    Hearing this and previous post from @Happeemonkee, I have given another look to it from my last complaint from what seems like many moons ago.
    Will appraise this thread however Creation decides to respond. The Auto email says minimum 5 working days to respond, so let us see what happens.

    Creation is saying it will take 40 days or 8 weeks before I get any reply.
    This is their standard auto reply.

    Anyone reinstated their complaint recently and received a reply soon after?

    Yes they accepted they owed me points and refund for partial year but denied me a voucher from the year prior where the earning year ended after the notice period. I have gone back and rechallenged this again

    slidey 287 posts

    Has anyone been credited with 2 vouchers so far? Did it appear autumatically or did it require extra emails? Ive finally had one appear then some points a few days later but theres still an extra voucher missing.

    NorthernLass 7,472 posts

    I’ve only had one – had to ask the FOS to continue their investigation. They’ve given Creation 8 weeks to respond, which was about 3 weeks ago.

    BA-Flyer 25 posts

    How are some people missing out on two free night vouchers?

    NorthernLass 7,472 posts

    Those of us whose year ran from October were refused the 2020 – 2021 voucher, as well as the one earned during the closure period.

    Paul B 224 posts

    Am I too late to the party to submit my claim to Creation? I also lost the XY&Z of statement points, free night voucher and the card fee.

    No, raise a complaint.

    Is there a template or best way to do this? Not to be lazy, just wondering if it maybe exists somewhere now that I am late to the party (maybe too late)

    Aliks 67 posts

    What’s the best way to raise a new complaint?

    Is there a phone number? 0121 702 4547 is now “unobtainable”

    Should I write to them at:
    Creation Customer Resolution
    Chadwick House,
    Blenheim Court,
    Solihull
    B91 2AA

    Or is there an email address for IHG complaints?

    SteveJ 977 posts

    What’s the best way to raise a new complaint?

    Is there a phone number? 0121 702 4547 is now “unobtainable”

    Should I write to them at:
    Creation Customer Resolution
    Chadwick House,
    Blenheim Court,
    Solihull
    B91 2AA

    Or is there an email address for IHG complaints?

    customercare@creation.co.uk

    QFFlyer 155 posts

    After a long period of hearing basically nothing, and only recently the FoS wheels starting turning, out of nowhere today OH & my accounts have finally had all our missing IHG points and 2x free night certificates credited. Which finally marks the end of my Creation saga, which has been ongoing for 18+ months, and the end of my probably near decade long relationship with Creation. I could almost shed a tear.

    Go197 78 posts

    I would like to offer my thanks to all those of you who took the time and effort to raise complaints with FOS.

    I emailed a complaint to Creation about 1 month ago after it became clear that the FOS were not siding with Creation. A response from Creation today has promised a free night voucher, thousands of points, and a £60 refund.

    My complaint to Creation took 3 minutes to write. I will demonstrate my gratitude to those who spent hours crafting their complaints to FOS by ordering another cocktail (or two) at the Conrad Koh Samui and drinking it in your honour. Cheers and good health to you all!

    RobH not Rob 24 posts

    Apologies if I’ve missed this somewhere in the thread but has anyone received the IHG Creatoon 4x bonus pts offer for cardholders being closed after 27/06 ?

    Their email said it was due to start on the following dsy but I’ve had no sign up email so far.

    >
    >
    POINTS PROMOTION: UK IHG One Rewards Credit Card – 2X & 4X Bonus Points Promotion (UK Credit Cardholders) This will open on June 28th, more details will follow.

    FFoxSake 217 posts

    The majority of this thread seems to be about IHG Creation (understandably so).
    But there were also some legacy Marriott Creation cards caught up in the same cancellation wave.
    Has anyone received any missing/frozen Marriott points from their Creation cards since they were cancelled?

    Data point: final statement points that were frozen after Creation closed my Marriott card have now been transferred to Bonvoy.
    I didn’t need to raise a case with FOS, just send an email to Creation asking them to raise an internal complaint about the missing points.
    Took about 6 weeks for them to confirm they would transfer the points (as a “goodwill gesture”) then another 3 weeks for the points to arrive in Bonvoy.

    barb404 20 posts

    I have emailed Creation twice to cancel my IHG credit card. They have not acknowledged this. Calling is useless. I do not want to continue to pay an annual fee. Does anyone have any advice? Thank you in advance.

    YC 221 posts

    DP: Asked for clarification on free night eligibility when initially offered and as a result technically not accepted that offer. Free night and points landed in my account anyway. Pro rata refund still outstanding. FOS ruled extra £150 comp as a result of lengthy delay/inability to use free cert. Creation did not accept. FOS review round 2, came back at £50. I have accepted again and wanting this saga to end… Lets see what creation does

    Tom 25 posts

    I started this thread some 18 months ago, annoyed about the loss of my much loved IHG card. I was upset that Creation had cancelled the cards of so many of us, in one fell swoop. I was one of the many, that had never engaged in any MS. I begrudging accepted that they were well within their right (and t&c’s) to close my account and that they didn’t even have to justify their decision. However, I was not prepared to accept their blatant abuse of their customer base who had spent money on their cards in good faith, only to have their points, along with other benefits, withheld. Their abysmal customer service and incompetent admin truly exacerbated the situation.

    I never thought the thread would get to 1840 comments, over 74 pages. It has been an immensely useful tool for many of us, trying to claim what we had earned and deserved from Creation. From those who first raised complaints, who then followed through to the FOS. There were a few bold souls who skipped the FOS completely and went straight to small claims. Lots of us watched on eagerly awaiting news to see if it was worth submitting our own claims. I am sure there were points at which we all thought that Creation might actually get away with it. JDB didn’t help my confidence, and often made me doubt what I passionately believed to be a solid and straightforward argument. The FOS are slow and, yes JDB does have a point, overworked and prioritised dealing with more pressing, urgent and serious matters affecting consumers. Our frustration at the slow progress grew. Then the breakthrough, a couple of small claims cases settled, followed by the huge breakthrough by the FOS. Creation, unwillingly of course, we’re going to do the right thing and make everyone whole. Some of us doubted if we’d get the free night vouchers and would have settled for the missing points. Others were determined to get the whole lot and were prepared to fight for it. What followed was a significant batch of people that hadn’t bothered to follow up with the courts or the FOS that suddenly found themselves able to drop Creation an email and have their case fully settled without the need, stress or effort of preparing a case. This, all off the backs of those that had grafted for the result and shared their experience with the group. 

    This thread has demonstrated the power of HfP readers. The hive mind to contribute and help each other take on a large, powerful corporation and win. It seems poetic that the 27th June is the day Creation severs its relationship with IHG. As it also happens to be the date of the HfP summer party. I hope to see a few of you there and I hope if you see me ‘Tom D’ you’ll come and say hi.

    Once again, huge thanks goes out to all of those that put in hours of hard work, that meant so many of us could benefit and claim what we were owed.

    Crafty 150 posts

    It’s not finished for all of us, Tom. Many thanks to you and all other contributors for this discussion thread and all the time put in. But personally, I’m still down a free night voucher (and some points).

    Glad to see, above, that the FOS is finally starting to come through with some resolutions, although the mind boggles that after all this time and obfuscation, Creation still feels able to reject them.

    memesweeper 1,244 posts

    Hope to grab a swift half with you tonight Tom.

    Tom 25 posts

    Hope to grab a swift half with you tonight Tom.

    Good to meet you tonight memesweeper.

    Tom 25 posts

    I managed to have a quick chat with the IHG reps at the party. They said they are working on a new credit card for the UK market. They didn’t have anything concrete they could share but said work was being done to find a new partner. Hopefully we’ll get some positive news soon.

    Blair Waldorf Salad 1,084 posts

    I managed to have a quick chat with the IHG reps at the party. They said they are working on a new credit card for the UK market. They didn’t have anything concrete they could share but said work was being done to find a new partner. Hopefully we’ll get some positive news soon.

    Good news thanks for asking. Doubt we’ll get 5 nights for 4 on redemption stays like US cardholders.

    Super Secret Stuff 365 posts

    I managed to have a quick chat with the IHG reps at the party. They said they are working on a new credit card for the UK market. They didn’t have anything concrete they could share but said work was being done to find a new partner. Hopefully we’ll get some positive news soon.

    Excellent news thank you. I didn’t get to grab them (metaphorically of course! )

    Rui N. 828 posts

    Was Mr. X at the party? Is he trapped in the restroom still?

    HughM 71 posts

    Today (28 June) is the publicly announced date of termination of all IHG reward cards from Creation. Personally, I have received no notice of withdrawal of my white IHG card (the free card). No notice of closure when I log in (the closed Premium card had a note of limited functionality). I’m just wondering if this little card has slipped below the radar. Last statement dated 23 June, with 800 IHG points to be credited. Business as usual?

    Tom 25 posts

    There are 2 major problems here. The first is that we all know, courtesy of MrX and his email that became public, that Creation read the forums. If you had flown under the radar, they might be looking for you now. The second issue I can see is if Creation has ended its relationship with IHG, their ability to purchase points and credit them to your account will cease at some point, as there would no longer be a need for this link to remain open, if the 2 companies are no longer partners. It could be the letter they sent you has been lost and from today you are on the card they transferred everyone else to which doesn’t earn a penny.
    Having said all that, I hope I’m wrong and you continue getting points and spending as usual.

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