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  • FIRST POST
    • Banksie
    • By Banksie 3rd Oct 17, 9:05 PM
    • 13Posts
    • 4Thanks
    Banksie
    Bank of Scotland, Ultimate Reward Account 2007 to 2008
    • #1
    • 3rd Oct 17, 9:05 PM
    Bank of Scotland, Ultimate Reward Account 2007 to 2008 3rd Oct 17 at 9:05 PM
    I wrote to BOS complain about this account using a template from this site. The bank never replied to any letters so I escalated to the Financial Ombudsman Service (FOS).

    The Ombudsman contacted the bank who have sent the the FOS lots information about my account. The FOS have not supported my complaint citing information that the bank have denied me. I cannot question the information or scrutinise the evidence.

    I can request the info using a Subject Access Request but this will take some time. I have asked the FOS to forward the info they have or, instruct the bank to send it (I assume they have that power?)

    In the meantime does any one know what the Travel Insurance element of this packaged account included in 2007/08? A long time ago I know, but our recollection is only World Wide and did NOT included USA, Caribbean or Mexico but the bank have told the FOS it did. We think you had to pay extra for the USA etc but cannot find evidence of it.

    If anyone has copies of the Key features I'd be really grateful to have a sight of them. Even to know who the insurer was or even to know, one way or the other if it was included would be a starter.

    We are disgusted at the Bank of Scotland's lack of contact. Dreadful service.
Page 1
    • -taff
    • By -taff 3rd Oct 17, 10:57 PM
    • 7,422 Posts
    • 4,866 Thanks
    -taff
    • #2
    • 3rd Oct 17, 10:57 PM
    • #2
    • 3rd Oct 17, 10:57 PM
    They do not have to send the info to you. A SAR will not get you the T&Cs offered in 2007.
    Do you still have this account?
    • dunstonh
    • By dunstonh 4th Oct 17, 1:21 AM
    • 89,852 Posts
    • 55,444 Thanks
    dunstonh
    • #3
    • 4th Oct 17, 1:21 AM
    • #3
    • 4th Oct 17, 1:21 AM
    I have asked the FOS to forward the info they have or, instruct the bank to send it (I assume they have that power?)
    The FOS do not have that power. The FOS sometimes issues copies of some of the information they were supplied but are not required to do so.

    We are disgusted at the Bank of Scotland's lack of contact.
    If you used a template, then its possible it never got to them. Templates are a notoriously bad way to raise a complaint. And then by going to the FOS, the bank effectively has to go via them and not to you any more.
    • Banksie
    • By Banksie 4th Oct 17, 11:51 AM
    • 13 Posts
    • 4 Thanks
    Banksie
    • #4
    • 4th Oct 17, 11:51 AM
    • #4
    • 4th Oct 17, 11:51 AM
    Thanks for the responses. No the account is closed and the template was printed and posted, recorded delivery. I also followed up with two further letters, one to customer services HQ (recorded delivery) and the other hand delivered to my branch with no replies at any level. The Bank of Scotland publish on their web site their complaints code of practice - to respond to all queries in 5 days and that they issue a 'final response' which, if we disagree with, is the trigger to escalate to the FOS. They've done none of the this.

    The post is simply a last ditch, long shot, attempt to see if anyone has the information about the Travel insurance key features.

    In the process of chasing the claim I have contacted Tesco bank who have sent, without charges, all the statements for 2007, I have contacted Britannia Rescue who have given me payment details from the start of their records in 2009, also free of charge and I have also contacted the Civil service Motoring Association who have given me my membership dates from 1995 to date, also free. So historic data is kept by (some?) organisations.

    If Bank of Scotland have provided data to the FOS then it shows it exists and I think they would need to respond to an SRA under the act. However I hope that is not necessary and, like DunstonH suggests, I hope the FOS assist by giving me access to the data.

    I also hope someone out there has the old key features documents. I, have historic date going back to 2003, cos I'm a hoarder I suppose, but not these account features docs. I hope there's someone else like me though.
    Last edited by Banksie; 04-10-2017 at 11:54 AM. Reason: add info
    • -taff
    • By -taff 4th Oct 17, 6:12 PM
    • 7,422 Posts
    • 4,866 Thanks
    -taff
    • #5
    • 4th Oct 17, 6:12 PM
    • #5
    • 4th Oct 17, 6:12 PM
    The FOS don't have to instruct them to give you data, nor can they . They will only provide you with a letter telling you why your complaint was rejected or accepted..

    The ICO can compel a company to give you data provided you have followed the correct steps, e.g a SAR..

    A SAR and £10 will get you any information that is left.

    Not all organisations keep data. They are only obliged to keep it for a 'recommended' 6 year period.


    Why are you so hung up on the travel insurance? DId you have that elsewhere? Although it doesn't matter if you had several freebies with your account, like mobile phone cover, breakdown insurance etc so hainvg one insurance separate to those perks won't make a great deal of difference.
    • Banksie
    • By Banksie 4th Oct 17, 7:35 PM
    • 13 Posts
    • 4 Thanks
    Banksie
    • #6
    • 4th Oct 17, 7:35 PM
    • #6
    • 4th Oct 17, 7:35 PM
    I'll wait for the FOS to reply thanks. I am aware of the SAR process, thanks, and the fees.

    The mobile insurance was not required. The breakdown cover cost an additional fee of £47 to achieve the level of cover I'd had for £31.

    The hang up on travel insurance? We are certain the travel insurance was only World Wide and did not cover USA, Caribbean and Mexico. We remember specifically saying this to the bank staff because we recollect, when we cancelled, saying that paying additional premiums for car and travel insurance negated any benefits.

    However, the bank have sent documents saying USA, etc was included. The FOS have acknowledged the phone and car breakdown insurance were not needed but have judged the account to be useful because they say, that the bank says, we claimed on the travel insurance. We cant see any payment of a claim and, if we did indeed claim we believe we paid to upgrade.

    Perhaps we never upgraded and perhaps the USA etc was included, but I'm not prepared to lie down and accept their opinion without a fight. My choice.

    I have some options, identify the insurance company and search my records for a payment and then ask what level of cover was on offer at the time. Yes, I know you say Companies only need to have 6 years but Tesco, CSMA, Brittania and the BOS show that in some cases they do so I'll take my chances.

    The FOS say the bank have shown them a form we signed agreeing to the account upgrade but I cannot imagine any circumstances where I'd knowingly sign up to a fee based account if I had been told I had to pay even more to get the cover I needed. I think the account was pushed by staff and I question if I was fully informed of the terms.

    It will come down to their word against mine I suppose and they will probably win but, like I say, I'm determined to investigate as fully as I possibly can.
    Last edited by Banksie; 04-10-2017 at 7:46 PM. Reason: typo
    • -taff
    • By -taff 4th Oct 17, 8:17 PM
    • 7,422 Posts
    • 4,866 Thanks
    -taff
    • #7
    • 4th Oct 17, 8:17 PM
    • #7
    • 4th Oct 17, 8:17 PM
    Good luck.
    • Banksie
    • By Banksie 4th Oct 17, 11:37 PM
    • 13 Posts
    • 4 Thanks
    Banksie
    • #8
    • 4th Oct 17, 11:37 PM
    • #8
    • 4th Oct 17, 11:37 PM
    Because someone else in the thread said the FOS may copy the documents to me. Is that ok with you?
    • normanna
    • By normanna 5th Oct 17, 9:56 AM
    • 15 Posts
    • 7 Thanks
    normanna
    • #9
    • 5th Oct 17, 9:56 AM
    • #9
    • 5th Oct 17, 9:56 AM
    I've had the ultimate reward account for years and still have it. I have not paid any additional fees to travel to the USA or for our car cover - we travel extensively in the Caribbean and USA and have had a couple of home start call outs.

    In my opinion you're trying to prove something you think you remember, I would let this go and focus on other things - I advise you to move on.

    In general I think it unbelievable that people feel they have the right to 'complain' about everything even when they knowingly take out a product as they fail to read the terms and conditions or just decide to try it on - not saying the OP is doing that
    • Banksie
    • By Banksie 5th Oct 17, 10:25 AM
    • 13 Posts
    • 4 Thanks
    Banksie
    Thank you for your opinion normanna.

    I, unlike you, believe the account was not matched to my needs. I don't think the bank at the time made a proper assessment of my particular needs.

    The number of complaints and questions seeking advice about Packaged account claims on this another forums and the fact that this web site promotes info to assist claims tends to support the belief that they were poorly sold by pushy, bonus paid staff.

    Yes, I have complained based on memory because I no longer have the documents from the time. That's why I posted asking for the cover documents.

    Perhaps if the bank had acted responsibly and replied to me directly and furnished the documents things would have been different.

    I am pleased you are happy with your account. If you have the cover documents I originally asked or name of the insurer from 2007 then I'd be pleased to see them. If not please do not feel obliged to reply.
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