My Natwest Ordeal - What I should do regarding complaining?

mrkirby

Hello,

This is my first post here on the forum, I am hoping to seek some advice on how to deal with a complaint in the best way possible, I will contribute back to the forums in anyway I see that I can offer good advice.

A little background first:

I am 25, never had a bank account before, my wages use to go into my mothers account as she has money issues, just moved out from parents, into my brothers house with my partner and kids, as he is soon moving out.

Here goes:

I went into Natwest a few days ago to complete the online application made to open a bank account, after applying online as it had offered me a £400 overdraft.

I called up the bank before I went to make sure I had all I needed ID wise etc and off I went.

When I arrived we started to go through the application and I was asked if I had a bank account elsewhere, I explained I did have one I just opened with another bank. I was asked why I was applying for this one, and I stated as Natwest had offered me a overdraft and the other bank hadnt.

I was asked if my wages had gone into my new account yet, they hadnt, so she said she will just put down I have not had a bank account before as it will just make problems on the system.

So anyway after sitting in a room waiting for her to come back after 45 mins I am told they need payslips from my work, I said I did not keep any. She advised maybe I could ask the head office to send me a copy of a payslip to confirm my wages, so I went home to try and do this.

So I get home, have a bit of a uphill struggle with payroll but finally get them to agree to email me a copy, I call the branch and say I have a copy and how should I get it to them, either my work can fax or I email. Neither of those are good, so I get told to take to branch.

So off I go as asked. 5 minutes later I get a call, we no longer need 1 months payslip, we now need 3! At this point I started to get a little bit annoyed with her, and I basically said look, you could of asked me before I came to the branch to bring payslips, as I did ask what I needed. When I was in branch you told me 1 payslip, after a argument with work you now want me to go back and ask for more, your taking the p**s a little now.

So she said she can open the account without the overdraft, but when my first salary hits they will put the overdraft on, I say fine open the account and do it that way.

(Now The Interesting Part)

I get a phone call the next morning, accusing me of being my brother!


He had been into Natwest a week before and got declined for a bank account (I am not sure why and it is none of my business)

This is what she said and my responses:



But she said it is odd you share the same date of birth (Yes we are twins)

You share the same address (Yes I moved in with him)

You have diffrent surnames (Yes cause I changed my name when my mother did, and my brother was living with my father years ago)

You both look similar (How odd for twin brothers to look similar)

You both shared the same mobile number (Yes he had lost his mobile the previous week and I lent mine out o him)

You couldnt provide payslips - (I could if you had asked for them either before I came to branch or had asked for 3 when you told me you needed 1!)

You have another bank account but you want a Natwest account - (Yes as I explained I wanted a overdraft!)

So your telling me your brother, you and your partner and kids, all live in a 3 bedroom house? (Is our living arrangements anything to do with you?)

Your 25 and only just got a bank account now? (Yes.)

So after this I suggested the following:

Why dont we both come into your branch with our ID and you can see we are twins, I can provide my 1 payslip and you can call my employers from the phone number listed in the business directory of the phone book?

Her response:

No there is no point I think you are the same person, and I will not be opening you a bank account as your ID is not valid (Full UK DL and HMRC Working Tax Credits Award). I will also be passing your details around too all surrounding branches to make them aware of the situation.

I worried this is going to have a bad impact on me somehow and damage me. Her attitude was appauling, I jumped through hoops and it still was not good enough for her.

Any advice would be hugely appreciated.

Thanks

stclair

I think would be suspicious too given the cirumstances the bank and its staff have an obligation to attempt to combat fraud.

However if you would like to raise a concern you can do so by following the banks complaint procedure:

https://www.natwest.com/secure/global/contact_us/complaints_procedure.htm

mrkirby

stclair wrote: »

I think would be suspicious too given the cirumstances the bank and its staff have an obligation to attempt to combat fraud.

However if you would like to raise a concern you can do so by following the banks complaint procedure:

I agreed it does sound odd, but thats why I said we should have both gone in together with our ID, to clear up the situation.

But that was not good enough, I no longer even want a account with them, just an apology would be nice.

stclair

mrkirby wrote: »

I agreed it does sound odd, but thats why I said we should have both gone in together with our ID, to clear up the situation.

But that was not good enough, I no longer even want a account with them, just an apology would be nice.

Im sure they will give one once you start the complaints procedure rolling

rb10

Raise a complaint as stclair has said. However, since they (albeit incorrectly) suspect fraudulent activity, don't expect too much of a response.

Moving forward, do you really need an overdraft now? They are best avoided if at all possible.

If you run your account elsewhere well, with salary payments going in regularly, and no bounced payments, for a few months, then there's a fair chance that they'll give you an overdraft facility. Maybe ask them in about 3 months time.

mrkirby

stclair wrote: »

Im sure they will give one once you start the complaints procedure rolling

Yes I am sure, but you know its not the point, when I offered to provide everything they asked for and come in together, they should have realiszed then and stop being rude with me on the phone.

I was happy for the account without any overdraft until my wages had gone in.

I just think there was no need for the branch staff member to be rude.

They have every right to refuse a account to anyone, and it should have been simply "I am sorry we are unable to open you a account" not the 101 questions with attitude.

Thanks

stclair

mrkirby wrote: »

Yes I am sure, but you know its not the point, when I offered to provide everything they asked for and come in together, they should have realiszed then and stop being rude with me on the phone.

I was happy for the account without any overdraft until my wages had gone in.

I just think there was no need for the branch staff member to be rude.

They have every right to refuse a account to anyone, and it should have been simply "I am sorry we are unable to open you a account" not the 101 questions with attitude.

Thanks

Well tell them how you feel about the situation the branch wont know until you tell them.

mrkirby

rb10 wrote: »

Raise a complaint as stclair has said. However, since they (albeit incorrectly) suspect fraudulent activity, don't expect too much of a response.

Moving forward, do you really need an overdraft now? They are best avoided if at all possible.

If you run your account elsewhere well, with salary payments going in regularly, and no bounced payments, for a few months, then there's a fair chance that they'll give you an overdraft facility. Maybe ask them in about 3 months time.

Yes I will keep my account I already opened and just run that well, no I do not need one, but as I hadnt had any sort of credit before it was just to build my credit rating really.

Thanks

mrkirby

stclair wrote: »

Well tell them how you feel about the situation the branch wont know until you tell them.

Yes I will be, I was just wondering if it should be to head office or to the branch or financhial ombusdman?

My biggest concern here, was her saying she was passing my details around local branches, if someone knows me that has a bad reflection on my person.

Thanks

stclair

mrkirby wrote: »

Yes I will be, I was just wondering if it should be to head office or to the branch or financhial ombusdman?

My biggest concern here, was her saying she was passing my details around local branches, if someone knows me that has a bad reflection on my person.

Thanks

If the branch suspected fraud they are within there rights to do that im sorry to say, the only thing I would say the advisor was wrong in alerting you to the fact of what they was going to do, the best way forward is to follow the banks complaint procedure and await for the outcome of that.

mrkirby

stclair wrote: »

If the branch suspected fraud they are within there rights to do that im sorry to say, the best way forward is to follow the banks complaint procedure and await for the outcome of that.

Is that just Natwest branches they are sharing information with or all banks in the local area?

I am getting started on my complaint now.