Complaining to NatWest

iamassault

That's a great help, thanks for taking the time to type it out!

I already have everything written down (dates etc), and the rough outline of a letter, so I'll add all of that into it. Whatever their time scales, I'm pretty sure that 5 weeks is far too long without a bank account. Do you think it would be worth saying that I have been "left without a bank account", even though I have an account with another bank? Technically I wouldn't be lying, since I'm obviously *cough* referring to a NatWest bank account, of course *cough*!

I'll read up on the DPA website and FSA website and find some things to quote to them. I was going to visit the bank again this week when I can get the time, so I'll be sure to straight out ask what they can do for me. I'm pretty sure I won't be using NatWest after this anyway, but it would be nice to clear up my overdraft via compensation at least. It's been a real bother clearing all of this up.

Thanks again for the reply, it was very helpful.

jambosans

iamassault wrote: »

Whatever their time scales, I'm pretty sure that 5 weeks is far too long without a bank account.

I agree, I would say their time scales are a rough guide. According to the time scales on their website they resolve most complaints within two weeks, if not they give you a reason. Basically you want to make it clear that you don't care how long their investigation takes, as long as the make provisions for you while they are doing so e.g. open a new bank account.

iamassault wrote: »

Do you think it would be worth saying that I have been "left without a bank account", even though I have an account with another bank? Technically I wouldn't be lying, since I'm obviously *cough* referring to a NatWest bank account, of course *cough*!

Absolutely, NatWest will be none the wiser to whether or not you have another bank account, so labour this point.

topbombing

Not really read all of the replies here in too much detail. But NatWest ahve a care team that will deal with complaints. they will send you a holding letter advising that its been reported to FSA, this is because they have to as it hasnt been resolved in 0-5 days. They will investigate and should compensate you for inconvenience.

iamassault

I just thought I would bump this thread up and update anyone who is interested in just how incompetent NatWest are!

On the 9th July, I wrote a three page complaint letter to them, detailing exactly what had happened, asking for compensation and for my account to be restored. A few days later I received a phone call from them to tell me that they had received my letter and would contact me soon.

On the 20th July, I received a letter dated the 14th, from their collections department. This letter informed me that they were "worried" about my "financial situation" since my account had not been used for a while. Quite ridiculous, but not surprising, since my account has been unusable for the last two months! Evidently, they do not cross reference anything when sending out these letters! I ignored the letter since I was waiting for a reply to my complaint.

This morning (the 29th) I received another letter from them, replying to my complaint. This states:

"Since receiving your letter dated 9th July 2009 I have spoken to our collections department who I understand have subsequently written to you regarding your account. As I understand it the account functions were withdrawn due to dormancy. The bank is within its rights to remove an overdraft without prior notification if the account is not being operated in the way it should be."

They go on to tell me that "The bank declines your request for compensation as the terms and conditions of the account were not complied with and there has been no bank error."

No bank error? Excuse me?

So basically, to recap... NatWest made a huge mistake in linking my account with someone else, put this account on hold, and are now blaming the subsequent two months' lack of account activity on the closure of my account? In my understanding, for this to have happened, a change in the laws of physics would be needed.

I am now forced to visit the branch AGAIN tomorrow to talk to this imbecile that has been dealing with my complaint. They completely ignored their breaches of the DPA, did a 180 on their admittance of the entire problem being their mistake, and are now fobbing me off with "Back to the Future" stories about my account!

Any advice besides visiting NatWest? I am a little reluctant to visit the branch since I am so infuriated by this and am not sure if I can keep my cool once I get there, although I will try my hardest to do so. I have had no account for over two months, and am now being blamed for THEIR mistake!

:mad: :mad: :mad:

jambosans

Sounds like a bit of nightmare.

Best advice I can give is keep your cool, and start at the beginning. Take in any notes and letters to map out the situation thus far. Present an argument that is hard for them to refute and that shows a clear flaw in the logic of their response.

Personally I would show no interest in trying to resolve this in branch, and make this perfectly clear when you visit. Simply state that your original complaint letter clearly stated the issue and NatWest has refused to acknowledge their mistake, and your visit to branch is merely to humour them.

I say this because I doubt you're going to come to a resolve in visiting branch and think ultimately this will have to go to the Financial Ombudsman's Service. If the letter you have is a "Final Response" then the next step has to be the FOS. However, seeing they want you to discuss the issue further, you may have to request the Final Response on your visit.

I quote NatWest's Complaint Procedure:-

In the unlikely event we can't reach an agreement with you by the end of eight weeks, we'll send you a 'Final Response' letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.
We'll tell you about the Financial Ombudsman Service and how to contact them about this complaint.

Like I've said, stay calm, and make sure you present the situation clearly to avoid NatWest disputing. No doubt they will dispute, and as I've said it will probably go to the FOS. Also, advise them you are reporting them to the ICO for the breach of DPA.

Best of luck.

Edit: Ideally a member of NatWest staff or possibly ex-staff (aka natweststaffmember) could suggest the best channel to speak to in NatWest. Most banks have a hierarchy for complaints, and staff usually know who you speak with to get the quickest resolve. It may sound daft, but for example talking to branch may be a waste of time, whereas a dedicated complaints review team may take decisions much quicker.

iamassault

Thanks for the reply!

I already have my stack of paperwork ready to go to the branch tomorrow. The reason I was going to visit the branch is because I don't have the patience to wait another 3 weeks for a response, and the letters have been coming from someone at the branch, so I think I would like to speak to them directly, if only to point out just how stupid their letter was.

I will take your advice and tell them in the branch that I am not there to resolve the complaint but just to let them know how badly I think they have dealt with the issue and to let them know my intentions to report them to the FOS and ICO. I think I agree that they probably won't do anything in the branch besides infuriate me lol...

This really has got out of hand, especially for an issue that is a complete mistake and has absolutely nothing to do with how I handle my finances with NatWest!

jambosans

iamassault wrote: »

Thanks for the reply!

I already have my stack of paperwork ready to go to the branch tomorrow. The reason I was going to visit the branch is because I don't have the patience to wait another 3 weeks for a response, and the letters have been coming from someone at the branch, so I think I would like to speak to them directly, if only to point out just how stupid their letter was.

I will take your advice and tell them in the branch that I am not there to resolve the complaint but just to let them know how badly I think they have dealt with the issue and to let them know my intentions to report them to the FOS and ICO. I think I agree that they probably won't do anything in the branch besides infuriate me lol...

This really has got out of hand, especially for an issue that is a complete mistake and has absolutely nothing to do with how I handle my finances with NatWest!

I think there has been a complete breakdown in NatWest's logic, and they are using an effect to explain the cause.

In an ideal world the member of staff you speak with will see the mistake and put things in motion to resolve. However, realistically, a stalemate will take place, at which point you toddle off with your Final Response Letter in hand to the FOS. I think the bureaucracy of large organisations often get in the way of resolving a matter quickly and in cases such as yours confuse the matter. The age old case of the left hand doesn't know what the right is doing.

Mind you, all that said, don't go in with a complete "all hope is lost" attitude, a lot can be gained from a good face to face discussion. I think the most you can hope to achieve from your visit is to clear up and explain the situation in full in person. This way you can be assured that the member of staff has not misread your letter or misunderstood a phone call.

Keep this post updated, I feel like I have a vested interest in your situation, through my lengthy replies! Ha.

iamassault

Yeah, I think I am going to go in, talk to the guy that wrote me the letter, politely point out that it's illogical to say that the reason for my account being put on hold over 2 months ago was due to account activity in the 2 months after that happening, and see what he says.

If he or the branch refuses to accept responsibility and reactivate my complaint, I will ask them for a final response letter (should I ask them to write this while I wait?) and take it up with the FOS and ICO.

I will also count myself lucky that I had the foresight to have at least 2 bank accounts besides my main one, in case this sort of thing ever happened, or I would be in a much worse situation than I am right now!

Thanks again for all your typing time!

jambosans

iamassault wrote: »

If he or the branch refuses to accept responsibility and reactivate my complaint, I will ask them for a final response letter (should I ask them to write this while I wait?) and take it up with the FOS and ICO.

I would ask for the Final Response Letter to be issued there and then. If the have to issue it via post or have it issued centrally (which I imagine they will) then ask if the letter you have already received can be used. Unless they change their tune or you feel that your discussion should be given in a formal letter of response, the original response should suffice.

iamassault

Well, just an update in case anyone is reading...

I went to talk to the bank about 2 weeks ago, spent ages with a very condescending and patronising member of staff, who quite clearly did not understand a word I was saying. He kept denying that the bank had done anything wrong, and told me that I could write to the FOS if I wanted, but that NatWest had done nothing. He suggested that it was my own fault that this had happened, since I should have paid the overdraft. When I explained that I could not use the account even if I put £5000 into the account, he answered with "yeah, but would you?". He also suggested that my direct debit with Orange was canceled by me, not by the bank (coincidentally at the exact moment my account was put on hold), and when asked why I would do that, he answered "well, you tell me". He was extremely rude and unhelpful. He then called another member of staff over after me going at him for about 30 minutes, who understood the situation a lot better and actually had the intellect to understand that events that happened after my account being put on hold could not be responsible for the account being put on hold.

They informed me that they cannot reinstate my account nor give me a new card since it is now with Birmingham collections. They also told me that Birmingham collections said my account was put on hold because of "unusual activity", that quite coincidentally happened at the exact time my brother was written to with my account details and told his accounts would be put on hold. Apparently this is quite coincidental. I was also told that Birmingham collections categorically stated that they did NOT send me a letter to inform me of the withdrawal of my overdraft.

The second member of staff that I spoke to in the bank did seem to understand the situation a little better, and agreed that it's ridiculous that they had not written to me to inform me of anything. He said he would take the matter further and write to me as soon as possible.

This morning I received a letter from NatWest offering me £50 in compensation. Quite clearly this is ridiculous and rather an insult considering I have had no bank account for nearly 3 months now, have had multiple breaches of the DPA, and have visited and written to the bank on many occasions to sort out THEIR mistake.

What now? I suppose I need to write to the FOS and the ICO about the matter? The letter from NatWest suggests that "if you are unhappy to accept this please provide a breakdown of the compensation you are looking for". Should I attempt a final effort for compensation before I write to the FOS and ICO?

Ideally I would like enough compensation to pay the overdraft (around £500), which would lift the limits on my account, get me back to zero with NatWest, and allow me to leave the account dormant and use a different bank without affecting my credit rating.

I just can't believe how ridiculous this has become.