Abbey ISA transfer delay - letter of complaint template?

[Deleted User]

I'm too :mad: to give the full story, except to say that after an April request to transfer an NS&I ISA to Abbey Direct ISA (Issue 2) the transfer has not gone ahead as NS&I haven't received the transfer request.

Abbey have chased this - but only after I went into the branch last week (the original request was sent on 15 April 2008 apparently - so Abbey say).

I'm mighty cheesed off and wondered if there was a template letter on this site that I can use to send off a complaint to Abbey? I'm not very good at complaining, but now that I'm unemployed, the loss of a few pounds (£12K to be transferred) is important, but more importantly I'm not best pleased to have Abbey staff try and fob me off.

Can anyone help or direct me to an appropriate webpage?

Many thanks,
Hiphouse (usually ) :rolleyes:

10_66

I don’t know of a template letter. The best way to compose your letter is just to keep things brief and to the point. Set out the facts clearly and in a logical order. Say why you're not happy and what you want them to do about it (it might help you if you list the events for yourself, before preparing the letter). Explain how inconvenient it is, and that it’s stressful, but keep the letter polite (which I’m sure you would anyway!). Mention that you will refer the case to the Financial Ombudsman if it hasn’t been rectified within 8 weeks’ (that’s the time a company is allowed before the Ombudsman can start investigations). Send the letter to Abbey’s complaint department, recorded delivery (so that you can prove you have sent one).

I’ve attached a couple of links that’ll take you to the Financial Ombudsman website. They can help you make a complaint.

http://www.financial-ombudsman.org.uk/consumer/complaints.htm#0

http://www.financial-ombudsman.org.uk/faq/answers/complaints_a1.html#1

YorkshireBoy

You might not need to write a letter...

http://forums.moneysavingexpert.com/showpost.html?p=11967169&postcount=2

bob_hughes

I have just concluded a complaint in a similar vein to Barclays. They took much longer than 30 days to open this year's ISA; but failed to move last year's ISA to LLoydsTSB where it would have earned 6.5%.
So I got interest on this year's ISA backdated (14 days to process and this is an internal target so they paid out on this so I got the 14 days plus some extra interest).
They then ignored my problem with the transfer out on last year's ISA saying they had been overwhelmed and their ISA service had not been at its normal levels therefore delay - no offer of compensation.
So another letter saying HMRC give you 30 days; I have lost interest so I want the difference between your ISA's interest and the 6.5% on transfer out it would have earned plus compenstaion for being messed about. Result I got the diffrence in interest plus £50 compenstaion. Hint they will ring you up and ask you what you feel is appropriate compensation; £50 is the usual offer.
Keep your letter breif and clearly state what you want. They should have followed the HMRC guidelines and closed in 30 days and haven't and that you have suffered financial loss as a result. Make it clear you will use the ombudsperson service also make it clear you know this costs the bank financially when you take them to the ombudsperson service.
Last time I did this I got £200 for my son from travel insurance company who hadn't paid his medical claim in the states.They weren't happy but a little bird told me it costs about £400 for the firm each time it is taken to the insurance ombudsperson so I made it clear £50 compenstaion was a non-starter.
(can anybody confirm what it costs for a firm to be taken to the ombudsperson ???? would give us all a firm negiotating base).
Go for it; only took me 3 letters and a phone call to get something I thought was reasonable. Oh yeah seriously think about moving your account;
Abbey features regularly in the Sunday Times column for very bad service.
Good luck!
Bob Hughes

YorkshireBoy

bob_hughes wrote: »

(can anybody confirm what it costs for a firm to be taken to the ombudsperson ???? would give us all a firm negiotating base).

The case fee has been £450 from April this year, and is charged from the fourth complaint each year.

http://www.financial-ombudsman.org.uk/publications/technical_notes/QG1.pdf

[Deleted User]

Thank you so much for your support and advice. It's great to get this when floudering and being unsure!

I shall write a polite (of course) letter and request this be sorted out as soon as possible. Might give the Finance people a call first though - thanks for that tip!

I'll report back as and when it's sorted - it might help another as you have all helped me.

Best wishes from a very grateful Hiphouse

voley86

What a nightmare I’ve been having. I opened an abbey Direct isa (issue 2) in April (can't be sure of the date but it was around 10th April) did it all online filled in a transfer form online to move the balance from my Barclays Tax Beater. 2 weeks later the transfer form was sent to me asking for my signature. I signed check details and sent back. I received a letter form abbey dated 12 May saying my transfer request had been sent it can take up to 30 days bla bla. Since then NOTHING. I called abbey around June 12th to check everything was ok they said these things take time. 2 weeks later I called Barclays to make sure they were doing there thing, they told me there was no record of any request. I called abbey back and they insist they have sent the letter (to the correct address, I checked). I made complaints with both banks and I’ve just called the FOS to make a complaint to see if I can get this moved on any quicker. I can't believe how hard it is to move money from one place to another.

cc004-2

voley86 wrote: »

What a nightmare I’ve been having. I opened an abbey Direct isa (issue 2) in April

Same trouble here with Abbey. Check my recent posts, I opened account mid april, transfer still not complete.

I rang Abbey on Tuesday because the transfer still wasn't complete. Been in to me previous ISA supplier today to confirm if they'd received the transfer request. They had, yesterday. It smacks of Abbey not sending my form out until I hassled them again this week.
Abbey claimed on Tuesday that they received my transfer form on 23rd May, but had no record of themselves sending out to my old supplier or any activity on my account since that date. I'm still waiting for 2 return 'phone calls to inform me what they're (not) doing.

Their customer service is absolutely dire. Having spent many years working in a customer facing organisation where customer care was extremely important to my job, they've really got up my nose.

I shall be drafting a letter of complaint (something I rarely do) to Abbey, especially if they don't get their finger out an pay the cheque into my new account with them, in a timely fashion.

If you've got the chance, I'd make a formal request with Abbey to stop the transfer process, have your old supplier to not accept any transfer request from them, and close your Abbey account. I won't be staying with Abbey long when they get the transfer completed. You should then be able to open another account that accepts transfers in with another supplier who knows what they're doing.

Hope that helps, sorry it's long....

Cheers,
CC.

[Deleted User]

Just found this thread again. The transfer to the Abbey took place at the end of August, but the Abbey have not added lost interest as they said they would. By this time, I'd already made a case to the FSO - for which I have thank those who responded to my original post.

I had a phone call on Thursday 23rd October from the FSO who's now looking at my case. He wanted me to run through the events - he thinks I have a good case. He's written to the Abbey to ask for their side of the story and will then (I guess) suggest some form of closure. I don't know what timeline they'll be working on.

The whole situation is so tedious and unnecessary. I'll be relieved when it's all over and I can get myself away from Abbey.

How is everyone else getting on?

Hiphouse