transcripts of phonecalls with NatWest Bank

safeguards

Hello Forum

I am currently in dis pute with NatWest Bank and I have asked for transcripts of phonecalls, I really and truly cannot remember the exact time and the NatWest staff only gave me there first names which I have since forgotten, they want the following information:
Name of the member(s) of staff you spoke to?
Time and date of the call(s)?
The telephone number(s) you called?
I would like to know is there any legal ruling or law where I can just request all my transcripts from conversations with them, so I can trall through and find the conversation where a certain conversation was made, myself.
Would this work?

stclair

It would be very hard to get a copy of every call due to re-routing of calls etc.

Do you not have any idea of when the call may have been made.

Is your phone bill itemised to get a rough idea of times and dates?

What is it you are disputing?

[Deleted User]

natwest do not record all calls sadly but there normally is a call log of who you talked to on their side

alio993

Which department is the dispute with?

I used to work in the Natwest/RBS collections centre and all of these calls are recorded. Whenever an agent speaks to a customer on the phone they add a note to the customer's records which can be used to identify the agent you spoke to. You could call up again and ask them who you previously spoke to and they will be able to tell you, or alternatively you are able to request for them to send you a print out of all of your customer records which would include all of the notes that have been written on your record which may help you to gather the information that you need. There is a special term for this request but I can't remember what it is. However this is just the procedure that the collections centers follow, so I don't know whether this would be the same across other departments.

EDIT: Just did a quick search and it's a Subject Access Request that I was talking about. It costs £10 but as i said you can request a copy of any notes made on your record by call agents.

izools

alio993 wrote: »

you are able to request for them to send you a print out of all of your customer records which would include all of the notes that have been written on your record which may help you to gather the information that you need. There is a special term for this request but I can't remember what it is.

Section 7 Data Protection Act request.

The bank can charge upto £10 for this but they should send you absolutely every single data pertaining to you as an individual that they hold - transaction logs, copy correspondence, notes, call logs, call recordings, etc etc.