Complaining to bank- advice please!

Piggles12345

Hi there,

I have put an identical thread to this in the 'Banks' forum- I hope this is allowed! I want to maximise my chance to people in the know reading and commenting :rolleyes:.

Okay, so my bank had my incorrect address details on file (completely their fault) and so have been sending my documents to the wrong address for a few months.

I began the complaints process a while ago and would like some advice on how best to proceed, please;

Letter 1 (Me to Bank): I wrote to Halifax telling them what my new address was, requested a tax certificate for last financial year and wanted them to address my concerns about identity theft, etc.

Letter 2 (Bank to Me): They said they had sent out a new tax certificate to my correct address and would look into my complaint more fully

I waited a month and didn't receive any more correspondence.

Letter 3 (Me to Bank): I said that my tax certificate was inadequate (only for one of my accounts) and that my concerns had not been adequately addressed. I said that if they didn't respond in 14 days, I would go to the Ombudsman.

Letter 4 (Bank to Me): They wrote back at the very last minute before the 14 day 'deadline' and said that they'd never received the first letter (letter 1, Me to Bank) and had not generated the sh*t tax certificate the I received and this must have been automatically sent out.

Now, clearly they have recieved the original letter because they wrote a response to it! Moreover, my original concerns about identity theft etc. are not really minimised if they have actually lost the letter! It doesn't really give me much confidence in their ability to deal with my personal details and finances properly if they have lost my original complaint letter!

How would you proceed, shall I write back to the manager who wrote letter 4? Or should I contact the Ombudsman now? I am tempted to do the latter, but will the Ombudsman write back to me and say that I need to send them my original letter again as they requested in letter 4? If the Ombudsman does take up the complaint, what happens?

What should I say in the letter to the bank/ Ombudsman?

I am so angry about their bare-faced lying to me- they must surely have, if not my original letter then their response to it, on file somewhere...

:mad::mad::mad::mad::mad::mad::mad:

Thanks all for your help.