RBS lost my bank statements. Anything I can do about it?

*Scottish*Lass*

I recently applied to open a current account with RBS. I applied online then received the forms to be signed through the post. I took the forms to a local branch with all the ID info they requested, one part of which was 2 of my Nationwide statements.

About 2 weeks later I received a letter saying they needed my 2 most recent bank statements? I called them and explained that I had sent the statements already but they said they had not been scanned on to their systems.

I went into the branch that I took them into and they showed me a form they filled in with a list of what had been sent, which was dated and stamped at the bottom.

I called again and 3 days later recieved a letter saying they were sorry I felt the need to complain and they would do their best to solve the problem.

I phoned them and explained I had not made a complaint (yet), the 2nd call was to tell them what I had found out at the branch.

Since then I have received 2 more letters, one being the exact same 'sorry about your complaint' letter and one asking for my statements for my account application to be confirmed!!!

I no longer want to open an account with them as this comes across as complete incompetence, but without the statements I'll need to wait another couple of months as all the applications I've looked at require the original copies of the 2 most recent statments.

Anything I can do? Is there an actual complaints dept within RBS? I haven't found a number/email address for them. I'm pretty annoyed that they've 'lost' items belonging to me that contain personal information.

dtaylor84

You could actually make a complaint. It's unlikely to achieve anything, although they may offer some token compensation.

*Scottish*Lass*

dtaylor84 wrote: »

You could actually make a complaint. It's unlikely to achieve anything, although they may offer some token compensation.

I would like to make proper complaint, but can't find a number/address to do so?

shoe_girl_2

http://www.rbs.co.uk/global/h/contact-us/personal-banking/complain.ashx

*Scottish*Lass*

Hi shoe girl, thanks for that link. When I was looking previously I had already visited a local branch and spoken to them on the phone. I didn't think writing to the local branch was of much use as I had already been in and gotten information from them. I didn't think I could email as it asked for a sort code, however I see that it gives you the option to select that you are not a customer, so fingers crossed the email helps!!

premierfella

To add my advice (for what its worth) I would include in the complaint how much Nationwide will charge you for duplicates - the intention being to make it as easy as possible for RBS to place a monetary value on compensation (assuming you are not looking for much more than the £10). This would avoid an outcome such as the "sorry we were incompetent" letter alone (although admittedly it would likely prevent you getting more compensation).

*Scottish*Lass*

There's no charge for duplicates as I do most of my banking online and can print them off if I need them, but Nationwide will only give out 1 original, anything after that will be marked as a copy/duplicate which isn't acceptable as proof of earnings/address etc. And since I've not long moved house I need to sort out supplies etc I don't get billed for anything so my bank statements were my only proof of address, so I'm now stuck till I have 2 original statements. I just don't think they should have been so careless.
I'm not really bothered about monetary compensation I just want to see if it's possible for them to be looked for & returned and if not then I'd like a proper apology for them being lost as opposed to a generic letter lol

Mikeyorks

*Scottish*Lass* wrote: »

so fingers crossed the email helps!!

....... unlikely, after the experience thus far? Write to them (special delivery) keep a copy etc :-

When you contact us, please quote your account number, branch sort code, details of your complaint and what you would like us to do to resolve matters.

• Write - Customer Relations Manager ,The Royal Bank of Scotland, Freepost ,PO Box 1727, Edinburgh ,EH12 9JN

Kavanne

*Scottish*Lass* wrote: »

I would like to make proper complaint, but can't find a number/address to do so?

If you've got a letter that says 'sorry you wanted to complain' then you've already made a proper complaint (You should have a reference on that letter)

You have a few options
1) call them and say you don't want to continue with the application
2) call them and say you do want to continue but want to be reimbursed for time spent/inconvenience getting statement/cost of statements
3) send in the statements and stay quiet

premierfella

*Scottish*Lass* wrote: »

There's no charge for duplicates as I do most of my banking online and can print them off if I need them, but Nationwide will only give out 1 original, anything after that will be marked as a copy/duplicate which isn't acceptable as proof of earnings/address etc. And since I've not long moved house I need to sort out supplies etc I don't get billed for anything so my bank statements were my only proof of address, so I'm now stuck till I have 2 original statements. I just don't think they should have been so careless.
I'm not really bothered about monetary compensation I just want to see if it's possible for them to be looked for & returned and if not then I'd like a proper apology for them being lost as opposed to a generic letter lol

I referred to the charge on the basis of obtaining "official" duplicates rather than online copies, which of course would not be accepted as proof of address as you say.

I would be astonished if Nationwide were unable to certify the duplicate statements, making them acceptable for proof of address purposes (for most banks - I don't know how awkward RBS are on that). However, I would also be astonished if you were to receive a "proper apology" - banks are not very good at giving those!:(

ajharris

*Scottish*Lass* wrote: »

I recently applied to open a current account with RBS. I applied online then received the forms to be signed through the post. I took the forms to a local branch with all the ID info they requested, one part of which was 2 of my Nationwide statements.

About 2 weeks later I received a letter saying they needed my 2 most recent bank statements? I called them and explained that I had sent the statements already but they said they had not been scanned on to their systems.

I went into the branch that I took them into and they showed me a form they filled in with a list of what had been sent, which was dated and stamped at the bottom.

I called again and 3 days later recieved a letter saying they were sorry I felt the need to complain and they would do their best to solve the problem.

I phoned them and explained I had not made a complaint (yet), the 2nd call was to tell them what I had found out at the branch.

Since then I have received 2 more letters, one being the exact same 'sorry about your complaint' letter and one asking for my statements for my account application to be confirmed!!!

I no longer want to open an account with them as this comes across as complete incompetence, but without the statements I'll need to wait another couple of months as all the applications I've looked at require the original copies of the 2 most recent statments.

Anything I can do? Is there an actual complaints dept within RBS? I haven't found a number/email address for them. I'm pretty annoyed that they've 'lost' items belonging to me that contain personal information.

Sorry to hear of your woes. The way your case has been handled is a tells me a lot about the people you are dealing with. This is a warning that you should go elsewhere. As for complaining it is unlikely to get you very far. Good luck.