Can someone help me please

KPR11

Muchos gracias to the two of you!

I will be sure to keep you posted on my progress!

di3004

KPR11 wrote: »

I totally understand!

Just an off chance, would you know if Natwest are one of the lenient ones? Or would they rather take it to the very end? (I appreciate that this would be your opinion and not facts, I won't hold you to it.

Thanks for the address.

All banks vary from one to the other, but I suppose they can all be pretty lenient depending on what issues arise, however, there have been much success in regards of PPI reclaiming, although like any other they can still get rejected.
I do think though that since the FSA have got involved all banks will be more careful in how customers complaints are treated, no matter what the complaint is about.

Hopefully though in your case all will go straight forward.;)

di3004

KPR11 wrote: »

Muchos gracias to the two of you!

I will be sure to keep you posted on my progress!

Your very welcome.:D

We look forward to hearing the outcome of this.:beer:

KPR11

Sent of the questionnaire and SARs cheque today so I gues there is no turning back. Have my fingers crossed, hopefully they will come back to me in 2 weeks with a hefty cheque (yeah right!!)

dec22

Have been abroad for a few weeks so am catching up.

I spoke to an Adjudicator at the FOS (I have 2 cases with the FOS for RBS) and he says there have been discussions at a high level with regard to RBS/Natwest's handling of PPI complaints, so hopefully that means they have improved their processes and that helps your case and you are successful.

There has been quite a lot in the press lately about complaints handling and I think RBS has admitted their complaint handling processes are under review but don't quote me!!

In the past they haven't been too bad but have offered a lot of £750 goodwill gestures. I have had 2 successes and 2 to the FOS. managed to obtain 2 successes for my husband and one for my son.

So good luck!!

di3004

KPR11 wrote: »

Sent of the questionnaire and SARs cheque today so I gues there is no turning back. Have my fingers crossed, hopefully they will come back to me in 2 weeks with a hefty cheque (yeah right!!)

Good one :T:T
and good luck.:beer:

KPR11

Thanks Dec,

It is handy to know that.

Quick update everyone, I have had an acknowledgement today from RBS for my SAR. The usual response. Waiting for them to send me the actual stuff.

I have not heard anything about the complaint, guessing that will take at least a couple of weeks!

I have been having a look around at my online statements (I can view the last six years) and I have paid close to £2k in charges and interest :eek:!! The exact figure is £1917.17 being £377.17 in interest and £1540 in unpaid, bounced DD, overdrawn fee etc. The charges are in massive clusters where one set of charges led to successive charges as I was caught in a vicious cycle as I couldn't pay in sufficient amounts. The breakdown is absolutely shocking, the total for each month is as follows:

May 2006 - £152
June 2006 - £29.8
July 2006 - £38.28
Aug 2006 - £61.48
Feb 2007 - £35
March 2007 - £63
April 2007 - £58
May 2007 - £296
June 2007 - £277
July 2007 - £426
Aug 2007 - £28 (This was the last of the longest and costliest vicious cycle, I went over by £1 in Feb and by the time I finished I got absolutely rinsed. yes I know a lot of people would say I should have been more careful particularly because I had been stung before. Surely the cost of going over by £1 should not be £1183)
Feb 2008 - £91
May 2008 - £73
June 2008 - 94

I don't think I have a chance in hell of reclaiming any of the charges. Particularly after the court ruling but thought I would have a little whinge any way.

Thanks for reading!

KPR11

Hi all,

Sorry to bother you all. Just had a quick question regarding the SARs reply that I got today, I am not sure if I am being thick or Natwest being incompetent/trying to fob me off, I thought the SARs letter was suppose to cover everything and that they would be required to send every single detail they hold about me? Well they just sent me a crappy reply (see below) about loan documentation - one of the many that it was suppose to cover I believe, some standard literature about insurance and my cheque.

I have also pasted the original letter I sent, I would be grateful for some guidance both on the next step re: SARs and the PPI that the SARs reply refers to.

Here is their reply:

"Further to your request for information regarding your NatWest loans I confirm that, on this occassion, I am unable to provide a copy of the loan agreement for the account number and sort code which are XXXXXXXX / XXXXX.

I enclose your original cheque in the sum of £10 as the Bank will not charge you our usual fee in this regard as we were unable to locate your loan agreements.

I have enclosed copies of policy documents relevant to your loans and I have also ordered statements relevant to your loans for the duration of the loans and these will be sent to you under separate cover.

For the Data Protection Act to apply information which is not stored electronically needs to be held in a certain structured format and be easilt accessible. An example of this would be if information was filed in alphabetical order, referring to the name of the customenr and then the file itself was broken down into different topics. Information held in such a structured format is known as Relevant Filing System.

As part of your Subject Access Request, the Consumer Credit Agreement would not generally be held by the Bank in a relevant filing system and as such would fall out of the scope of the Act - this would mean that you would not be entitled to it under the Data Protection Act.

I note that you had a loan with NatWest which had PPI but for which the Bank has been unable to locate the loan documentation and I therefore include a schedule at the foot of this letter showing the details of this.

I trust this information is of use to you. Please feel free to contact me if I can be of any further assistance.

Schedule

Loan Account number: XXXXXXXX
Sort Code: XXXXXX
Loan Amount: £2000
Start Date: 30/03/2008
Close Date: 30/04/2009
Insurance Premium: £413

Yours sincerely,

Sam Thomas
Administration Assistant
DPA Team
Regulatory Risk"

My original SARs letter (downloaded from here) was as follows:


"Name: KPR11
Account No’s: My current account number + sort code and loan account number + sort code

I understand that you currently hold details of my personal and financial information within your internal record systems with regard to personal loan accounts and credit cards accounts


I would be grateful if you would provide the following for ALL accounts or associated accounts I hold or have held with your organisation:

1. Full copies of all contracts which you believe exist or have existed between myself and your organisation, including true copies of any documents you hold in support of the same.
2. A complete list of all transactions or statements relating to ALL of my Loan Accounts with your organisation.
3. Copies of all documents which include any of my personal information including copies of any contacts or invoices, emails or computer records containing my personal information, or any records which pertain to this information.
4. Full copies or transcripts of any correspondence in postal, email or any other format which you have entered into with any individual, organization or third party which contains my personal or financial, or which pertains to me.
5. Where any previous information or records held have been deleted or disposed of, the methods used to do so, including dates, certificates or references confirming details of destruction. Where you are unable to provide such certificates, please provide a declaration, signed by an authorised officer of your company, confirming the dates and methods of destruction of this data.
6. Full hard copy print outs of my personal or financial information, held in a digital, magnetic or any other format which is held in any archives, backups or other storage devices / locations.
7. Underwriting sheet or other such document recording any commission (or other) payment made to an intermediary or packager, and/or payment/commission from the insurer in relation to my account.

Where you have used abbreviations and/or codes, I would request that an accompanying sheet be provided so as to translate these abbreviations and/or codes and their meanings, I also request accompanying appendices of the documents included and reference to the purpose or meaning to those documents.

I request that you provide all the information requested above, even though you may consider that it falls outside Data Protection.

I reserve the right to refer to the contents of this letter if an application for pre-action discovery is necessary relating to any of the documents requested herein.

I enclose a cheque in the sum of £10 to cover your fee.

If you are unable to deal with this request, you should immediately forward it to the person within your organisation responsible for Data Protection.

I look forward to hearing from you in the first instance of receipt.

Yours faithfully,

KPR11"

Any thoughts on their reply?

I am guessing PPI of £413 would have attracted interest of 24.28%?

Should I be writing back to them saying you morons I asked for everything and not just loan documents? Or am I the moron who didn't request the right things?

If you need more information just let me know.

Thanks!

di3004

KPR11 wrote: »

Hi all,

Sorry to bother you all. Just had a quick question regarding the SARs reply that I got today, I am not sure if I am being thick or Natwest being incompetent/trying to fob me off, I thought the SARs letter was suppose to cover everything and that they would be required to send every single detail they hold about me? Well they just sent me a crappy reply (see below) about loan documentation - one of the many that it was suppose to cover I believe, some standard literature about insurance and my cheque.

I have also pasted the original letter I sent, I would be grateful for some guidance both on the next step re: SARs and the PPI that the SARs reply refers to.

Here is their reply:

"Further to your request for information regarding your NatWest loans I confirm that, on this occassion, I am unable to provide a copy of the loan agreement for the account number and sort code which are XXXXXXXX / XXXXX.

I enclose your original cheque in the sum of £10 as the Bank will not charge you our usual fee in this regard as we were unable to locate your loan agreements.

I have enclosed copies of policy documents relevant to your loans and I have also ordered statements relevant to your loans for the duration of the loans and these will be sent to you under separate cover.

For the Data Protection Act to apply information which is not stored electronically needs to be held in a certain structured format and be easilt accessible. An example of this would be if information was filed in alphabetical order, referring to the name of the customenr and then the file itself was broken down into different topics. Information held in such a structured format is known as Relevant Filing System.

As part of your Subject Access Request, the Consumer Credit Agreement would not generally be held by the Bank in a relevant filing system and as such would fall out of the scope of the Act - this would mean that you would not be entitled to it under the Data Protection Act.

I note that you had a loan with NatWest which had PPI but for which the Bank has been unable to locate the loan documentation and I therefore include a schedule at the foot of this letter showing the details of this.

I trust this information is of use to you. Please feel free to contact me if I can be of any further assistance.

Schedule

Loan Account number: XXXXXXXX
Sort Code: XXXXXX
Loan Amount: £2000
Start Date: 30/03/2008
Close Date: 30/04/2009
Insurance Premium: £413

Yours sincerely,

Sam Thomas
Administration Assistant
DPA Team
Regulatory Risk"

My original SARs letter (downloaded from here) was as follows:


"Name: KPR11
Account No’s: My current account number + sort code and loan account number + sort code

I understand that you currently hold details of my personal and financial information within your internal record systems with regard to personal loan accounts and credit cards accounts



I would be grateful if you would provide the following for ALL accounts or associated accounts I hold or have held with your organisation:

1. Full copies of all contracts which you believe exist or have existed between myself and your organisation, including true copies of any documents you hold in support of the same.
2. A complete list of all transactions or statements relating to ALL of my Loan Accounts with your organisation.
3. Copies of all documents which include any of my personal information including copies of any contacts or invoices, emails or computer records containing my personal information, or any records which pertain to this information.
4. Full copies or transcripts of any correspondence in postal, email or any other format which you have entered into with any individual, organization or third party which contains my personal or financial, or which pertains to me.
5. Where any previous information or records held have been deleted or disposed of, the methods used to do so, including dates, certificates or references confirming details of destruction. Where you are unable to provide such certificates, please provide a declaration, signed by an authorised officer of your company, confirming the dates and methods of destruction of this data.
6. Full hard copy print outs of my personal or financial information, held in a digital, magnetic or any other format which is held in any archives, backups or other storage devices / locations.
7. Underwriting sheet or other such document recording any commission (or other) payment made to an intermediary or packager, and/or payment/commission from the insurer in relation to my account.

Where you have used abbreviations and/or codes, I would request that an accompanying sheet be provided so as to translate these abbreviations and/or codes and their meanings, I also request accompanying appendices of the documents included and reference to the purpose or meaning to those documents.

I request that you provide all the information requested above, even though you may consider that it falls outside Data Protection.

I reserve the right to refer to the contents of this letter if an application for pre-action discovery is necessary relating to any of the documents requested herein.

I enclose a cheque in the sum of £10 to cover your fee.

If you are unable to deal with this request, you should immediately forward it to the person within your organisation responsible for Data Protection.

I look forward to hearing from you in the first instance of receipt.

Yours faithfully,

KPR11"

Any thoughts on their reply?

I am guessing PPI of £413 would have attracted interest of 24.28%?

Should I be writing back to them saying you morons I asked for everything and not just loan documents? Or am I the moron who didn't request the right things?

If you need more information just let me know.

Thanks!

Hi there

They should send all they still hold on you under the Data protection act (DPA) but if they are not able to do this - they will return your payment alongside with a letter to explain.

If the loan ended over the last 6 years the chances are they may not hold the actual copy of the agreement, but if the account is still active then I believe they should still hold these details.

But you could contact the Information Commissioners office (ICO) for further advice on this one to see what they actually suggest on this.
https://www.ico.gov.uk/Global/contact_us.aspx

http://www.ico.gov.uk/what_we_cover/data_protection.aspx


However, if you do not have the agreement but have details of the loan, such as the account number/the amounts etc, then you can still try to make a reclaim.
Sometimes as well they do send further information on in a separate cover maybe a few weeks on. I would give them another week and chase them up if you do not hear anything.

I am useless at working out calculations but these do attract interest, and when you make a reclaim you also request they refund the interest as well and also 8% interest of what a court would award for being deprived of your money.

There is a FOS questionnaire to complete now instead of template letters, but you can still send a letter instead if you want to, or do both.

The FOS have recently issued these and you will find them on Stage one of reclaiming on link below, complete and save copies in case you need to refer to it later on, they have 8 weeks in full to respond.
http://www.moneysavingexpert.com/reclaim/

There is also a template below link, you can use as a guide if you want to:
http://image.guardian.co.uk/sys-files/Money/documents/2007/10/26/PPIreclaim.pdf

hope this helps for now and meanwhile hopefully others will post with some help for you as well, good luck.:)

KPR11

Hi Di,

As always, thanks for your reply! Just a few observations from what you said

di3004 wrote: »

Hi there

They should send all they still hold on you under the Data protection act (DPA) but if they are not able to do this - they will return your payment alongside with a letter to explain.

The letter seems to address just the loan documentatiion issue and has no mention whatsoever about other accounts I hold with them. In fact the Subject of their reply is: Data Protection Act 1998 - KPR11 - Loan Documentation.

di3004 wrote: »

If the loan ended over the last 6 years the chances are they may not hold the actual copy of the agreement, but if the account is still active then I believe they should still hold these details.

Loan was repaid early last year. The loan was originally due to run from 30/03/2008 to 30/03/2011.

di3004 wrote: »

However, if you do not have the agreement but have details of the loan, such as the account number/the amounts etc, then you can still try to make a reclaim.
Sometimes as well they do send further information on in a separate cover maybe a few weeks on. I would give them another week and chase them up if you do not hear anything.

I am useless at working out calculations but these do attract interest, and when you make a reclaim you also request they refund the interest as well and also 8% interest of what a court would award for being deprived of your money.

There is a FOS questionnaire to complete now instead of template letters, but you can still send a letter instead if you want to, or do both.

The FOS have recently issued these and you will find them on Stage one of reclaiming on link below, complete and save copies in case you need to refer to it later on, they have 8 weeks in full to respond.
http://www.moneysavingexpert.com/reclaim/

There is also a template below link, you can use as a guide if you want to:
http://image.guardian.co.uk/sys-files/Money/documents/2007/10/26/PPIreclaim.pdf

hope this helps for now and meanwhile hopefully others will post with some help for you as well, good luck.:)

I have already made the claim, I wonder if that is what confused them as I posted the claim and SARs separately but on the same day.

Thanks for your help