Nat West a Disgrace - Updated with Outcome

Uncertain

Two and a half months ago I made a formal complaint to Nat West by email.

After two weeks with no response at all I chased by email and asked for a read receipt. This I got followed by a brief reply from CR saying they had asked the branch manager to contact me and were "dissapointed" he/she had not done so.

Nothing happened so just before 8 weeks were up I emailed again pointing out that I could and would take the matter to the FOS unelss I got an immediate response.

Email back from same CR person saying he would now sent it to Head Office CR dept as branch had failed to respond and would I please give them a further 14 days. He posted me a FOS leaflet. I agreed to wait quoting a specific final date (today).

Guess what, 14 days up today and no response at all!!!!

Regardless of the right and wrongs of my complaint (and I feel it is more than justified) is it not a discrace that it has been treated like this.

Should there not be some serious penalties imposed for this sort of behaviour?

sutton111

What was the nature of the complaint?

Uncertain

sutton111 wrote: »

What was the nature of the complaint?

Errors made by a member of staff that had wasted a couple of hours of my time and her unpleasant attitude. However, that is not the point, this post was about how a valid complaint had been handled (or not!).

simon_templar_2

Have you complained to the actual branch itself or just sent it by email?

Uncertain

simon_templar wrote: »

Have you complained to the actual branch itself or just sent it by email?

It is a tiny branch that does not have a full time manager. I think the person I am complaining about is in charge when the manager is not there (i.e. most days).

Again, not really the point. I wrote (clearly and at some length) to the email address on their complaints leaflet.

sutton111

Have you tried telephoning Customer Relations?

Uncertain

sutton111 wrote: »

Have you tried telephoning Customer Relations?

No, why should I ?

I have made a clear and detailed complaint in writing and sent it to an email address they offer for that purpose.

sutton111

This the telephone number for Customer Relations. 0800 015 4212.
https://www.natwest.com/secure/global/contact_us/complaints_procedure.htm

sutton111

Uncertain wrote: »

No, why should I ?

I have made a clear and detailed complaint in writing and sent it to an email address they offer for that purpose.

Personally i would give them a ring and ask why is it taking so long. I have dealt with them in the past and they are reasonably helpful. HTH

willo65

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simon_templar_2

You just cant help some people can you!!