My Natwest Ordeal - What I should do regarding complaining?

dunstonh

No doubt she declined your offer because she didn't want to end up with egg on her face especially in front of management.

More likely that she referred the case to management and they said no.

as well as report this to the financhial obusdman.

The FOS will not make rulings on commercial decisions.

mrkirby

dunstonh wrote: »

More likely that she referred the case to management and they said no.



The FOS will not make rulings on commercial decisions.

I have spoke with a manager within Natwest at the account opening department, who is now making this into a official complaint, who stated theat the branch staff member had no right to ask me such questions and should have simply advised me the account had been declined (as banks do not specify reasons to customers).

The manager also found it hard to understand why th branch colleague had refused too see us both, as from there point of view it would have cleared up matters considerably.

I will have to wait now up to 5 days for a response from the branch manager.

izools

I would certainly request clarification on whether or not they have submitted information to CIFAS

mrkirby

izools wrote: »

I would certainly request clarification on whether or not they have submitted information to CIFAS

If they were then I would guess they wouldn't tell me, I will check my credit file though

rb10

izools wrote: »

I think you should both go there anyway, each with your respective ID and Proof of Address, demand to see the branch manager, and he will sort everything out whilst you are there.

Not necessarily.

Banks are very, very careful when it comes to (suspected) fraud.

Branch managers have very little power to do anything.

dunstonh

I have spoke with a manager within Natwest at the account opening department, who is now making this into a official complaint, who stated theat the branch staff member had no right to ask me such questions and should have simply advised me the account had been declined (as banks do not specify reasons to customers).

That is just typical bad service banking by two faced individuals. Nice to see that things havent changed over the years. They have every right and a requirement to ascertain the correct identity. To say they had no right to ask such questions is clearly wrong. They are required to by law.

What has more likely happened is that you have mentioned the word "complaint" and to avoid them being embroiled in the complaint they have just chosen to agree with everything you say so they dont get the finger pointed at them and lose their annual bonus due to complaints.

I will have to wait now up to 5 days for a response from the branch manager.

Which suggests it has not been recorded as an official complaint as the FSA regulated complaints process would require you to have your complaint acknowledged in writing with the timescales laid out and your right to access the FOS at the end of it etc etc. These are normally handled by a central department and not the local branches.

chambta

Given people can, and do, lose their jobs over such matters it's understandable and quite correct that caution has to be excercised by the Natwest Customer Adviser. For another part of the bank to undermine them is not helpful at all. This situation sadly is common within banks as it's sometimes easier to say what the customer wants to hear that what they should hear.

I recently saw a 'customer' attempting to open an account at the bank I work for. If I hadn't 'asked questions' he wouldn't have received an 18 week suspended prison sentence for various crimes.

pmduk

I remember opening my RBS account. I was told to either return the form by post or hand it in at my local branch. The letter stated clearly that no further ID was required, However the branch staff member refused point blank to accept the form as I hadn't taken in 2 pieces of ID. I ended up posting the form back without any problems or requirement for ID. I suspect commission was involved.

dunstonh

I suspect commission was involved.

I cant see the logic in that. If commission was involved then its more likely to encourage the clerk to break rules and accept 1 ID. Not turn you away.

As it happens, two forms of ID is the norm. One to prove address and one to prove identity. It is possible that the branch didn't use electronic money laundering ID checks but the postal dept did (not uncommon for direct to use it and face to face still rely on manual checks).

chambta

pmduk wrote: »

I remember opening my RBS account. I was told to either return the form by post or hand it in at my local branch. The letter stated clearly that no further ID was required, However the branch staff member refused point blank to accept the form as I hadn't taken in 2 pieces of ID. I ended up posting the form back without any problems or requirement for ID. I suspect commission was involved.

RBS staff do not receive 'commission'. And even if they did how would it be earnt for not doing something?