Nationwide (merged)

Shaza40

jos004 wrote: »

1. they have 40 days, from the date they receive your cheque. if they don't send statements/summary of charges, complain to the Info. Comm's Office.
2. if they refuse to make you an offer, complain to FOS. If you submit a claim via your local county court - it will be stayed. You can apply to have the stay lifted: very difficult though. If claiming under the FSA hardship waiver, you'll have to prove priority debt arrears: rent, mortgage, util. bills, council tax.
3. don't know, but would be interested. I used to have a flexaccount with them; about to re-claim charges.

Thanks. Had all my statments anyway (printed them off online) so do I still have to wait 40 days?.

esmerellda

Nope, get going with calculations and complaint letter asking for repayment

Shaza40

have done so esmerellda, hopefully should receive a reply shortly (although i know what the answer is going to be !!!

esmerellda

aye but still as everyone seems to like saying 'gets you in the queue' lol.

Shaza40

Letter just received from Nationwide........2 page letter basically saying thanks but we are right and stuff about test case etc no surprises really (can scan and post it if anyone is in the same boat). Is it just a waiting game now or should I proceed to step 2 (courts). Would be grateful for any advice.

natweststaffmember

Shaza40 wrote: »

Letter just received from Nationwide........2 page letter basically saying thanks but we are right and stuff about test case etc no surprises really (can scan and post it if anyone is in the same boat). Is it just a waiting game now or should I proceed to step 2 (courts). Would be grateful for any advice.

waiting game.

Ralphy101

Shaza40 wrote: »

Letter just received from Nationwide........2 page letter basically saying thanks but we are right and stuff about test case etc no surprises really (can scan and post it if anyone is in the same boat). Is it just a waiting game now or should I proceed to step 2 (courts). Would be grateful for any advice.

Was this a stage 2 complaint repsonse? or is this the first response?

If its the first repsonse, call them and say that you are not happy with the complaint outcome and that you will be going to the FOS. They will then raise the complaint to a stage 2 complaint. This is currently where I am with Nationwide.

Shaza40

Ralphy101 wrote: »

Was this a stage 2 complaint repsonse? or is this the first response?

If its the first repsonse, call them and say that you are not happy with the complaint outcome and that you will be going to the FOS. They will then raise the complaint to a stage 2 complaint. This is currently where I am with Nationwide.

This is the first response from them. Have been advised to take it to stage 2 with a letter stating I am not happy and that I will be applying to the Scottish courts. Is it better going through the courts or the FOS?

Ralphy101

Shaza40 wrote: »

This is the first response from them. Have been advised to take it to stage 2 with a letter stating I am not happy and that I will be applying to the Scottish courts. Is it better going through the courts or the FOS?

The FOS will only come back to say you havent exhausted Nationwide's complaint process yet. If you dont raise it to stage 2.

If after the stage 2 complaint you are not happy/they refuse to budge, then take it to the FOS.

Regarding the court action. It is my understanding you can lodge a claim whenever you like.

Give them a call and say you received a response regarding your bank charges that you are not happy with.

State to them you are ready to take this matter to the FOS and or Court action. Ask them to note this on the file.

They will then raise the complaint to a stage 2, ( a more senior member of staff) as the complaint is still open. Hopefully then the new complaint handler will see from the notes that you are ready to take this matter further ( from the notes) hopefully persuading him/her to pay out.

I am still waiting back to hear from nationwide regarding my stage 2 complaint. I will let you know as soon as i hear anything.

Oh i forgot to mention by this point they should give you a complaint ref number to which you can chase with a ref, saves going round the houses.

I have called them and tried making a nuisance of myself, but they advised my they have 8 weeks repsond. Although I am still going to call them a few times a week.

Let me know how you get on and i will do also.

Good Luck!

Ralphy101

Just thought i'd write again and update more.

Had a spare 20 mins so called nationwide again and supplied my Complaint Ref.

Spoke to a nice lady called Sharon, and advised her of the situation.

It then dawned on me that the only letter I have had back from NW was the statement of means letter. Since then i have not recieved anything.

Not even a written acknowledgement to my letters dated 2nd/8th June. Nor the letter that a Kamel read out to me over the phone "that was in the post".

My complaint also got raised to a stage 2 on the 30/06/2009. 5 working days ago (today) and still no acknowledgement of complaint.

I am pretty sure that is in breach of the FSA - where a firm has 5 working days to "acknowledge a complaint" I advised sharon of this and said that I am sure the FOS will not be happy to hear this, and she agreed.

She has taken my number and will look into it and get back to me.

The fight continues....