Disgusting Alliance & Leicester

*MF*

I stick with my original post, ok. Ask for the file to be reviewed, but I repeat my caveat that the review will address "how" it has been handled - but my best advice to you is to raise the questions you have asked of the FOS - but apparently not received answers to - it may change nothing but my guess is it's your best shot, ok.

But you may also want to read the comments in these two links, the latter from one of the leading firms of Solicitors in the UK.

http://www.financial-ombudsman-problems.co.uk/

http://www.herbertsmith.com/NR/rdonlyres/1D254661-1451-4ADF-8AC1-DD88D7EBDEDF/7961/FOScomplaintsdeterminationbriefing230708.html

The FOS are able to "adjudicate" - even if their decision goes against established case law - not many know or appreciate that.

ShelfStacker_3

That made me angry. Honestly, that you had that happen in the first place is bad; that you were then treated rudely regarding something that wasn't your fault is disgraceful; that the FOS then sided with them on the basis of "probability" is simply f*****g incomprehensible. I would definitely pursue this some more, possibly through legal action.

I would also suggest registering a dispute over the information A&L supplied with Experian - if you have CreditExpert you can do it using that. They can place a marker on the A&L entry explaining that it's in dispute, which lenders will be able to see.

noah271007

I am sorry to hear your awful experience particularly as a new customer of A&L! I would strongly recommend you to issue court summons against A&L straight away for damages to your credit worthiness.

FOS are often very slow in dealing with complaints from what i read and tend to side with the banks! I agree with Shelfstacker, it is fxxxxxg incomprehensible FOS would side with A&L on the basis of probability! There are clearly serious issues A&L have to explain. Legal action in my view is the way to go! I wish you best of luck and do let us know how it went if you decide to proceed legal action.

martafdz

I am completely shocked!
I work in a branch (not A&L!) and I have never heard something similar! I am really sorry to hear all that

I would ask in your local council if they have any services like solicitors or so on for free, for people in your situation (low income, difficulties, etc). They usually know where to hit, and they get results.

I agree with what it has been above: you need to write your letters with the facts more organized and clear, I have read all your posts, and without your initial explanation the letters are a bit difficult to follow. If you write again another letter, I would recomend you to do this: a) Explain first dates and facts in a list, then b) after the list, explain in deep what has happened in each visit and contact without giving personal impresions! Example:
1) Day DD/MM: Amount of X pounds being debited from my account, when the right amount was X pounds
2) Day DD/MM: contacted branch, I was told this was going to be investigated.
3) Day DD/MM: contacted customer services, I was told.... etc
Include a copy of your statements and all the letters you had to support this.

Then explain all those facts, but avoid giving personal impresions about people, explain the facts. You want to show you are right and all those facts support you, you don't want them to think you are just angry and upset because you have no money.

I do hope you find a solution for this, and soon.
Credit score is difficult to clean. It usually gets updated every 3 months. Once you get this solved, start working into working the credit score. 3 months and a bit after all these is solved, ask for a small overdraft (around 200 pounds, per example). 3 months after that, ask for an increase of the overdraft, per example 500; they usually ask what is this for, tell them that is for whatever electrical appliance you can think of. If at any of these steps the overdraft is declined, you know your credit score is still quite bad, so wait another 3 months and ask again. Where I work, we can see a pre-assesment of how much a person can have in overdraft. If you have a good relationship with someone at the branch, you can just tell them that you are trying to improve the credit score and ask them to increase it to a bit below the limit. I know you do not want overdrafts, but if you don't use them, you don't pay interest. At the same time, if for any reason anything goes wrong and you suddenly are in minus whatever, because you have an overdraft you don't pay charges, which are higher than any interest you might pay in an overdraft (if used).
I had some problems with charges with another bank, and I had to built my credit score again. The best way is by small amounts of overdraft, or you can ask for a small loan, but forget credit cards until you are in a better position. Credit cards or store finantial plans are more difficult to get. Loans usually have some period of interest free cancellation, about two weeks. So let's say you apply for a loan of 500 pounds, if you pay it back within 14 days (or so), you pay back those 500 pounds, no interest added, so it could be a good way to play the system and keep building your credit score for that mortgage.

I hope to read feedback from you soon telling us it's sorted!

Sp3no

Thanks for all the great feedback guys and gals, i have leart allot, there has been some excellent advice here. I was expecting a call back from A&L today as they promised to call, well its 23.35pm i dont think they are calling, suprise suprise.
Will keep this thread updated, i still cannot get over the bumbling FOS. My letter writing obviously needs allot of attention too!! Its a terrible feeling to realise that there maybe no one else to turn to in these situations and i am essentially helpless!!
Best thing i did was join this forum
Thank you Thank you

pupsicola

Blimey what a mess.

Unfortunatley I am not surprised. I was with them for 2 months and gave up on them in the end as I found their customer services department very unhelpfull and unknowledgeable at best and down right rude at worst.

Sarah

luce181

I second the fact the Alliance and Leicester customer service is awful.
Just spent 20 minutes on the phone to them after choosing to switch my current account last month. I've now decided to stay with abbey as their service is much better, so will be transferring all my DD's back to abbey!

Hope you get it sorted sp3no

ray123

You need to keep well organized in your dealings with a and l. Eg, make a note of the date, time and each persons name and dep.
If it does go further, which is likely, you need to be able to tell them - I spoke to this person at that time, who said this, etc.
All documentation needs to be filed away chronologically (in date order) and kept safe.
As suggested, keep any letters to the point and as short/concise as possible. Perhaps make your points:
1)
2)
3)
It will make the letter easier to follow!

I know some of this has stuff has been posted already!

ray123

One key point, taken from their website!

You said:
Will I incur any overdraft fees during the Switching process?

Our answer is:
During the switching process, Alliance & Leicester suppress overdraft fees that may be incurred on your new account. It is possible that your old bank may charge you, though we will endeavour to manage the switch in your best interests, so we will switch you salary last, to minimise the chances of that happening. We do recommend that you leave a balance in the old account none-the-less and then have that balance transferred over when the old account is closed.

I read in your post that your salary was switched first?
If so, legally (perhaps), you have been misled and have a very good case!

Dinah93

I'm about to take the A & L to the ombudsman too, have to agree their customer service team are appauling and often incompetant, and are completely unaccountable as they just don't write things onto the system. Don't think I will have better luck chasing this than you did, I ended up having to pay out about £800 to resolve the matter, and it has decimated my credit rating. My second account has been with HSBC for 10 years, and I don't think I will ever dare try anywhere else again!