Should i except RBS compensation?

curly_cabbage

I have been having trouble with RBS mortages, i applied for a mortage with them as i have a portable rate of 4.89% with them that has a futher 3 years to run and don't want to lose it.
i applied and answered all question the girl asked, during the whole applicaton she didn't ask me about whether i had been given any incentives from the builders, which we had (Stamp @ 3% & legal fee's). To cut a very long story short we spoke to 5 different people who told me the incentive did matter that they didn't matter, that they would decrease the mortage i could borrow and variations on this finally i cut out the middle men/women and went direct to the underwriters dept who with a little pushing got it solved and the mortage offer sent to me on Saturday.
In the meantime i complained at the poor service and lack of correct info.
On Tuesday of last week i got a poor excuse of an apology, i called and said this wan't good enough, Saturday i recived a futher letter offering £ 75 which when put in context of £75 is the admin fee they charged me to simply "arrange" my survey which took them 10 minutes to do and it had taken me nearly 4 weeks to get the mortage info and get to the point of offer. Today i called and said that the £75 wasn't enough either, lady i spoke to said she'd look into it further and came back with a final offer of £250. Now this is my problem should i go down the route of the ombardsman or except there offer.

What happens with an ombardsman? will it be worth it? or just take the £250 and out it all down to experiance?

Sorry this is a bit long but, i know you'll all have some advice

Thanks :beer:

CC

happybroker

I think you've done really well to get offered £75, never mind £250. It's your call as to wether you take it further but honestly have to say that's an awesome job so far.

If you aren't happy with the response from your lender you will need to get them to send you a letter confirming their offer and that they don't want to discuss it further with you (deadlock) and you can take that to the ombudsman service.

dmg24

I agree with happybroker.

However, if you do wish to take it further, before contacting the Ombudsman in writing I would use a spellcheck.

Tiddler_2

I think if you were to take it further, the Ombudsman would ask what inconvenience you have suffered, and what if any financial loss you have incurred.

RBS's service is pretty poor at the moment with it taking 5 days to look at a piece of post (though this is quite a bit better than the 14-18 working days it was taking a couple of months ago).

Personally I think you have done tremendously well to get £250 out of them (if I'd have been them I'd have stuck at the original £75 and said take it or leave it!!)

FraudBuster

How many months/years will it take to get a decision from the Ombudsman?

Take the money and run.

turbobob

The FOS will try to resolve it relatively quickly at adjudicator level. If you don't agree with the adjudicator you can request a final decision from a senior Ombudsman. When I was dealing with endowment mortgage complaints you'd be looking at about 3-6 months for things to be resolved at adjudicator level and 1 year+ for final decisions. Might well be different for banking complaints.

But to be honest, I can't see them increasing the offer. It seems like you've just had to make a few phone calls but haven't suffered any exceptional distress or inconvenience. £250 if anything is pretty generous IMHO.

Tahiti

agree with all of the above. In my opinion, £250 is cracking if we've got the full picture - are you a negotiator by trade??

curly_cabbage

Tahiti wrote: »

agree with all of the above. In my opinion, £250 is cracking if we've got the full picture - are you a negotiator by trade??

No, i'm in transport. i just beleave that you should get the service you are paying for and try not to get cross with them no matter how much they want to fob you off.

CC

Tahiti

I couldn't agree more - I'm seriously impressed. Having come up against RBS (bank account and mortgage), I know it's not always an easy task.

curly_cabbage

Just a quick update for those intrested, i recived written confirmation of RBS offer this morning, confirming that they would pay £250 :beer: compenstaion for the poor service ect and we have agreed to except it, and the money should be in my current account tomorrow morning (23.7.08).:j :j

CC

Tahiti

Well done.