Nationwide (merged)

furndire

There is a list of 'Parachute' accounts here.
Nationwide gave my daughter 30 days to close the account she claimed from about a week after she had got her money back. You have to allow them 40days to send out your statements. Did you send your £10 with the letter (you claim it back when you claim your charges)
I tried replying earlier, but the site was down. You will have to register on CAG, but the site is endorsed by Martin Lewis.
http://www.consumeractiongroup.co.uk/forum/general/13832-do-you-need-parachute.html

Rex_Mundi

You can also read through Martins article on Best Bank Accounts.

There is also a board setup for discussing banking matters. This would be a good place to ask any questions regarding new accounts. Budgeting & Current Accounts board

Tom-Rallye

Hi.

I hold a FlexAccount with Nationwide, and about 6-12 months ago I incurred some charges (6) for Bounced Direct Debits.

I saw a programme on BBC2 about how to reclaim the charges and went onto the BBC website and using their template: http://news.bbc.co.uk/1/shared/bsp/hi/pdfs/12_12_06_bank_14day.pdf

Nationwide have replied to my letter, to summarise:

We are aware that there has been a lot of speculation about fees and charges in the media and that the Office of Fair Trading has issued a directive regarding Credit Cards.

If we have to return a payment then we will make a charge in accordance with the terms and conditions. Enclosed is a tariff leaflet, which was available when you signed in acceptance whilst signing the application forms.

Nationwide is open about its charges, and members are pre-notified before the charge is debited. We hope you can abice by our terms and conditions, if not then regrettably it may be appropriate for you to consider alternative banking arrangements.

I am unable to refund any charges on your account, if you have any questions, please call me on 01793 712507.

I must make you aware The Nationwide Group uses the Financial Services Authority rules when dealing with customers' concerns. I've enclsoed a leaflet that explains our Internal Complaints Procedure should you not be happy with my reply.

Signed - Sam Phipps
Customer Care Manager

Then there is a section: What should I do if I'm still unhappy:

The Nationwide Group uses the Financial Services Authority rules when dealing with customers' concerns. Under their guidelines, you may consider the following course of action if you're not satisfied with my response:

1. Our member service department can review your concerns. I will be glad to refer to it for you. If you decide to go ahead with this option please contact me.

2. If you are still not satisfied, you may approach the Financial Ombudsman Serice for an impartial, independant assessment of the situation.

If you don't come back to us within 56 days, I will close the file.

---

Basically, does this mean I can't file a claim with the small claims court because they have given me two routes to continue with?

I used the BBC's first step, but I'd rather use this forum because of the help available to me!

Where should I go from here?

Thanks.

furndire

They are stalling, and hoping that you will give up. If you read some of the threads how other people have fared,you will find that others have had the same letters in one form or another.
Formerly known as a 'sod off letter'. Carry on with your own timetable. Please read through
http://www.moneysavingexpert.com/cgi-bin/viewnews.cgi?newsid1141050760,24632, and then carry on with your timetable.
Don't worry, or panic, they will pay, but you have to show that you know what your rights are.
Another ploy is that they will offer less than you are asking.
Don't forget to add the £10 on when you claim, and the 8% interest if you have to file a claim + the court costs. If you are on benefits, you can go to the Court, take proof, and you don't have to pay costs.
Forget the Financial Ombudsman, carry on send the next letter, then file at Court.
In the meanwhile get yourself a parachute account, as when you get your money back, they will close the account you are claiming from.

Tom-Rallye

I have already sent the BBC letter and received a reply to it.

A section in that letter said:

"I hereby give you 14 days to refund the charges back on to my account. For the avoidance of doubt, if this is not done within 14 days, I will commence my claim in the courts without further warning. This action will inevitably involve you in additional costs."

Does this mean I should start the court proceeding straight away as they didnt refer to them at all in their letter.

Or should I send MoneySavingExpert's Step 4: Threaten to take it to Court letter?

Thanks.

furndire

I used the tried and tested MSE one. I have not seen the BBC one, but it sounds like it is a Letter before Action, - you've allowed them the 14 days, file.
My daughter had her money back 4 days after filing her claim (this was exceptionally quick). A week later told to move accounts. However she still has a savings account with them. Did you put the amount you are claiming back in the letter?

Tom-Rallye

I sent the BBC letter taht can be seen at: http://news.bbc.co.uk/1/shared/bsp/hi/pdfs/12_12_06_bank_14day.pdf

It gives an amount, a 14 day deadline and a threaten court action.

Because they have given me 2 possible alternatives to resolving the problem: 1. Member Service Department. 2. Financial Ombudsman Service, does this mean I have to follow one of those two routes?

I think I might just send the threaten court action letter and hope that acheives something as to be honest I've never had anything to do with court and wouldn't know where to start!!

lucyloves

Hi, I've already got all my previous statements with Nationwide so I'm on to stage 2 - asking for my money bank.

All the charges are for unpaid direct debits or standing orders. Some of them caused me to be overdrawn.

Now, do I ask for the 8% interest or not? And what is the benefit of either way?

Thanks for your help

Rex_Mundi

lucyloves wrote:

Now, do I ask for the 8% interest or not? And what is the benefit of either way?

You can add the 8% interest at the beginning, but, you are only entitled to this interest if your case gets to court. This means that if the bank wants to settle before you issue a court claim (after your 1st or 2nd letter), and they only offer the full amount of the charges (not the interest). You MUST accept the offer. This would be they only amount you are entitled to up untill your claim is issued in court.

The 8% interest is a statutory amount of interest you can add for claims in the county court. It is nothing to do with the process of claiming bank charges.

I never add the interest untill I issue a court claim. It will make very little or no difference to the way the bank treats your claim.

lucyloves

Seeing as it's Nationwide it'll probably go to court, judging by all the other stories on here, so I think I'll just keep it on.

Thanks for your help

Lucy