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Successful Compensation Claim
SurfBowlSC
Posts: 459 Forumite
Some of you may remember that I started a thread in early July, complaining about the service we received from Natwest and the processing of our re-mortgage application.
Well, after finally completing on the agreement I sent a 5 page letter to Natwest's Complaint Division, asking for compensation for the troubles.
I seem to think that the general opinion here was that we'd get the difference in Interest Rate between our previous lender and the new lender for the over-run in time.
In fact, I think the general recommendation was to accept anything, regardless of how small it seemed, as a Bank would always say it wasn't their fault.
Well, last Thursday morning I received a phone call from Natwest regarding my letter.
They apologised profusely for what they admitted was attrocious service. They agreed that the problem with the ID photocopy should have been picked up in May, and not on completion day.
They did indeed state that normal procedure was to pay the difference in Interest - which in our case was about £50.
However, because of all the hassle involved, they also offered us £250 in compensation.
In the end we came out with £300 refund from Natwest!!!!
It actually ended up being used to pay for all the materials etc. for our kitchen-diner revamp, which was about to be paid for on credit card.
I guess the moral here is that it's always worth complaining if you're not happy with service!!!!
Well, after finally completing on the agreement I sent a 5 page letter to Natwest's Complaint Division, asking for compensation for the troubles.
I seem to think that the general opinion here was that we'd get the difference in Interest Rate between our previous lender and the new lender for the over-run in time.
In fact, I think the general recommendation was to accept anything, regardless of how small it seemed, as a Bank would always say it wasn't their fault.
Well, last Thursday morning I received a phone call from Natwest regarding my letter.
They apologised profusely for what they admitted was attrocious service. They agreed that the problem with the ID photocopy should have been picked up in May, and not on completion day.
They did indeed state that normal procedure was to pay the difference in Interest - which in our case was about £50.
However, because of all the hassle involved, they also offered us £250 in compensation.
In the end we came out with £300 refund from Natwest!!!!
It actually ended up being used to pay for all the materials etc. for our kitchen-diner revamp, which was about to be paid for on credit card.
I guess the moral here is that it's always worth complaining if you're not happy with service!!!!
0
Comments
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SurfBowlSC wrote: »I guess the moral here is that it's always worth complaining if you're not happy with service!!!!
Well done and I couldn't agree more. :TI am a Mortgage Consultant and don't like to be told what I can and can't put in a signature so long as it's legal and truthful.0 -
Oh, and apparently the Mortgage Advisor is going to be severely reprimanded for her inability to communicate with us in an appropriate manner.
She did everything by text message!0 -
SurfBowlSC wrote: »Oh, and apparently the Mortgage Advisor is going to be severely reprimanded for her inability to communicate with us in an appropriate manner.
She did everything by text message!
:eek: Unbelievable.I am a Mortgage Consultant and don't like to be told what I can and can't put in a signature so long as it's legal and truthful.0
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