Complaining to NatWest

jonesMUFCforever

They are talking rubbish - honestly - this type of thing would not go to the FSA.
Tell Nat West (unless you want to start again at a new bank - but be careful you could find your credit files mucked up because of this) that you want a new account number issued with new cards etc and any charges refunded if your creditors have not been paid because of the bank's error.

stclair

iamassault wrote: »

Just updating this thread in case anyone is interested or it may be any help to anyone in a similar situation.

After talking to my brother, it turns out that he received a letter on the 12th May stating that his accounts were to be put on hold, and to cut up his cards. At the top of this letter were 3 accounts, 2 of them being mine. He's blind, I know.

Anyway, I went into the bank again today since their "5-7 business days" had now turned into 9. They inform me that my overdraft has now been reinstated, but my account has not. I know, a little bit backwards. They also informed me that it's taking a long time to sort out because the problem has now been referred to the FSA. The reason being that my brother had been sent a letter with my account number, sort code, account type, and balance, for both my current account and e-savings account.

So, I have a couple of questions. Has anyone had any dealings with the FSA? Should I just let things pan out and wait for a letter about it, or should I write to them? And does anyone know what guidelines and/or laws have been breached by them revealing my account details to someone else? I've been looking on the FSA website and obviously they deal with a wide range of issues so it's not easy to find the exact documents that refer to this sort of thing.

It looks like I am going to have a much better case of compensation now, since my accounts have been on hold for 5 weeks now, and the case has been apparently escalated to a more serious matter.

Thanks again to anyone that replies!

Well for a start off the bank sending detials to you brother of your account numbers would be a breach of DPA.

iamassault

jonesMUFCforever wrote: »

They are talking rubbish - honestly - this type of thing would not go to the FSA.
Tell Nat West (unless you want to start again at a new bank - but be careful you could find your credit files mucked up because of this) that you want a new account number issued with new cards etc and any charges refunded if your creditors have not been paid because of the bank's error.

According to them it's because of breach of data protection etc like stclair said, so they told me they have to report the matter to the FSA, as per banking regulations (I'm not an expert on the matter, so I'm taking their word for it). I suppose I'll see when they write to me, if they do? I was going to go to talk to them early next week again anyway. I don't think they will go for the new bank account solution right now though, since I'm about £350 into a £500 overdraft on my current account, plus I have an e-savings account with them.

I'm not sure what I'm supposed to do while they sort it out with the FSA though? Just sit around with no NatWest account waiting for them to write letters? Surely there's some kind of "emergency" procedures that they can put into effect? Is there anything I should be asking them to do?

Thanks again everyone.

jonesMUFCforever

I'm telling you they are stringing you along.
Go to CAB and give them authority to ask the proper questions about this.

Kavanne

op i have sent you a PM!

never-in-doubt

stclair wrote: »

Well for a start off the bank sending detials to you brother of your account numbers would be a breach of DPA.

..... and unless i'm mistaken the ICO will fine them £5,000 for each act of deliberate breach - :j

never-in-doubt

jonesMUFCforever wrote: »

I'm telling you they are stringing you along.
Go to CAB and give them authority to ask the proper questions about this.

They are talking !!!!!!! If it was reported to the FSA then it'd have originated from you, they wouldn't go and grass themselves up to their own regulator! Kinda like some of our politicians going to the Tax Minister admitting they were cheating the system and claiming WFTC or the like! :rotfl::rotfl:

jambosans

Threaten to take this to the Ombudsman and report them to the Information Commisioners Office for the breach of DPA. I cannot understand why they cannot make provisions for yourself (and good customer service) while they complete their investigation and report themselves to the FSA (which does sound bizarre). Argue that although you can understand an investigation may take time, you should not be inconvenienced due to NatWest's mistake.

As a matter of pure principle I would take your business elsewhere once this mess is cleared up (and compensation given, of course).

I would seek advice from the Final Ombudsman in regards to this matter. CAB can be helpfull but I've had mixed responses from them in the past - some more helpful than others.

iamassault

Thanks for all the replies again!

Yes, it did seem a bit strange that they would report themselves, but that's what they've told me, and they said that I should receive a letter soon confirming it. I'll see what happens lol

I've already taken my business elsewhere anyway, since I wouldn't be able to pay my bills if I didn't. It's only by pure luck that I actually didn't miss any bill payments. If I hadn't tried to log in online so much then I probably wouldn't have noticed until I received letters saying my bills hadn't been paid.

And jambosans, I was wondering the same thing about them making provisions. I've not yet been offered any help whatsoever, including offering to open a new basic account for me. Would it be better to ask them about it, or better to leave it and have another thing to complain about? lol

So I should really be contacting the Financial Ombudsman Service about this rather than writing to NatWest directly? Or should I write to both of them?

Thanks again for all the advice guys!

jambosans

iamassault wrote: »

And jambosans, I was wondering the same thing about them making provisions. I've not yet been offered any help whatsoever, including offering to open a new basic account for me. Would it be better to ask them about it, or better to leave it and have another thing to complain about? lol

So I should really be contacting the Financial Ombudsman Service about this rather than writing to NatWest directly? Or should I write to both of them?

In regards to provisions I would straight out ask them. Really (as a matter of good customer service) they should be bending over backwards to accommodate you while they clear up their mistake. Keep a note of everything, especially dates of letters and phone calls and detail all this in the complaint letter.

The Financial Ombudsman is always going to refer you through the bank's complaint system before escalating it to them. However you can ask for advice which will give you more confidence in dealing with NatWest. I would also ask the Ombudsman what they consider as an appropriate time scale you should allow NatWest to resolve the complaint before escalating. Again, all this can go on the complaint letter to NatWest. As far as the ICO are concerned I think you can involve them at any stage, but they will only look at the breach of DPA.

At the moment I would escalate a complaint with NatWest ASAP. Use the Ombudsman and ICO as swear words against NatWest in order to hopefully speed things up and get them to make provisions. Basically clue yourself up on your rights (the most concrete is Data Protection) and speak to NatWest with confidence (even if you're not entirely sure about what you're talking about). Make notes of conversations, dates, times, who your with speaking with, department, etc, and keep any letters. This can all go in to a detailed letter that NatWest will find hard to rebuke. Most importantly, make sure you send the letter to the right department, recorded delivery - this will allow it to be dealt with quickly and without the "lost post" excuse.

Here's a good link to NatWest's Complaint Procedure , start quoting their time scales for a complaint to be resolved which will give them little recourse or excuse. See the section "NatWest Customer Relations", these are probably the best guys to escalate a complaint to if you're not happy with the resolve from branch or over the telephone. They have a number and address, so it might be worth giving them a call before sending in the letter. From past experiences (not with banks mind you), serious complaints I had with big companies did not get dealt with until it was escalated properlly. I was past from pillar to post over the phone, so I put my experiences all down in writing and it was resolved in a week.

On a closing point, make sure at the end of the complaint letter you state your demands (so to speak) and the resulting action if these demands are not met. For example: "First of all, to resolve this matter, I would like the account re-instated as soon as possible. As described the customer service (in terms of making provisions for me, your customer) from NatWest in resolving your own mistake has been non existant. For the time and inconvieneice this has caused and also (most importantly) the breach in Data Protection I do expect to be compensated. If you do not respond within *insert NatWest Complaint Time Scale* or deal with the complaint to my complete satisfaction within *insert NatWest Complaint Time Scale* I will escalate my complaint to the Financial Obudsman Service and also the Information Commisioners Office (in regards to the breach of DPA)."

Obviously your letter will be worded better and be more detailed, but you get the general idea. Just be clear in what you want, and let them make you an offer.

Hope this helps.