Parents being given run about by NatWest

saishoyw

My parents had two endowment mortgages, one policy underwritten by Norwich Union and one by NatWest Life. The issue of the shortfall isn't the problem. The NU policy matured on 01/10/08 and the funds were received and everything sorted within days. The NatWest Life policy matured on 02/12/08 and NatWest Mortgages still haven't sent the right paperwork to have the money paid into the mortgage account. My Dad has been phoning since December and screaming at people sometimes as they keep saying forms have to be sent etc etc. He spoke with a manger 2 weeks ago and got her name. she looked at the file and said that it was bad and that she was very sorry for the problems. Even his local branch manager has blasted the people at NatWst mortgages but still nothing. The manager on the phone promised the money would be sorted by last Friday and that the redemption figure and any interest / payments since 02/12/08 would be refunded. He has called today and still forms have to be sent and will go today. They expect them to be with Natwest Life on Monday and then it is up to NatWest life to pay the funds to the mortgage account. It's making my Dad sick, ending his mortgage was supposed to be a happy thing but he's almost having a nervous breakdown. Does anyone know who we should complain to. We have made complaints over the phone and letter has been ignored. I think we should go to Financial Ombudsman Service. My parents just want to money from the policy so they can then pay off any shortfall and end their mortgage. I personally think they should be entitled to some compensation for the extreme stress and worry they have been put through. any comments would be great. cheers

real1314

Phone the Ombudsman. Do it tomorrow morning.

Nonshy

Esculate complaint with Natwest where they have 8 weeks to respond.

If you aren't happy with response got to Financial Ombudsman.

EdInvestor

You need to make a formal complaint to the Natwest.If they reject the complaint or don't respond adequately, then you take the case to the FOS within 6 months.

https://www.financial-ombudsman.org.uk