Advice - Smile

jaype

Hi - I'm currently trying to reclaim charges from Smile. After getting the 6 years' statements I wrote to them on 14th September asking nicely for the money back. last week they wrote to me to say they were looking into it and were sorry that it was taking so long, but that they'd contact me when they had an answer. Has anyone else had this problem, and should I write to them again being more insistent, or just wait it out? Thanks!

Rafter

jaype,

You have to give them a reasonable time to respond to a complaint - they should have sent you a leaflet explaining their process under the banking code and when they will respond.

I suggest you contact them in a couple of weeks requesting a response within 14 days or you will initiate civil action via the small claims process to recover your money. That should spur them into action!

R.