NatWest Bank complaints department - Appalling service

kerinat

I made a complaint to Natwest in November 2012. I have not use them for a few years but I had PPI compensation from them from an old loan. I asked on the phone if they could transfer the £1,500 owing to me to my current bank. They assured me if would be in my account within 24 hours (wrong... It was a bacs transfer that took a week) I made a complaint about the wrong information given as I had name, number, time, date. I have many letters since saying they are dealing with the complain.
Today I received a cheque for £220. £100 Compensation. £100 For the wait. £20 for the phone calls to NatWest.
ITS WORTH BEING A MOANER LOL

HoneyAndLemon

kerinat wrote: »

I made a complaint to Natwest in November 2012. I have not use them for a few years but I had PPI compensation from them from an old loan. I asked on the phone if they could transfer the £1,500 owing to me to my current bank. They assured me if would be in my account within 24 hours (wrong... It was a bacs transfer that took a week) I made a complaint about the wrong information given as I had name, number, time, date. I have many letters since saying they are dealing with the complain.
Today I received a cheque for £220. £100 Compensation. £100 For the wait. £20 for the phone calls to NatWest.
ITS WORTH BEING A MOANER LOL

November 2012? But it's only June? What that wrong information you just gave me? How dare you make a mistake! Where's my compensation?! Moan moan moan...

arcon5

kerinat wrote: »

I made a complaint to Natwest in November 2012. I have not use them for a few years but I had PPI compensation from them from an old loan. I asked on the phone if they could transfer the £1,500 owing to me to my current bank. They assured me if would be in my account within 24 hours (wrong... It was a bacs transfer that took a week) I made a complaint about the wrong information given as I had name, number, time, date. I have many letters since saying they are dealing with the complain.
Today I received a cheque for £220. £100 Compensation. £100 For the wait. £20 for the phone calls to NatWest.
ITS WORTH BEING A MOANER LOL

:eek:

And we wonder why banks are loosing money paying out such sums of money for such small issues.

kerinat

oops,,,,, sorry arcon 5 dont know where my head is today lol
:rotfl:

MothballsWallet

Sorry for the delay in replying, only just saw this:

somalt wrote: »

Have they sent you a letter saying you have the right to refer to the Ombudsman yet? If not, they should have after 8 weeks as previously mentioned. If they have you can refer it straight to the Ombudsman, not that it'll necessarily be any quicker, but at least they have to pay £500 for the privilege.

Well, they've now included 2 Ombudsman info leaflets.

They also switched letter templates to "We aim to send you a reply on <insert date here>" - twice, in fact, and I just got a reply last week offering £100 as a "sorry for the delay".

Considering I've been waiting 7 months for answer and 2 of their own staff have admitted to me on the phone that these template letters are misleading, I wonder what the Ombudsman or FSA would make of that?

worldtraveller

Looks like there could well be even more fun from the NatWest complaints department after the past few days fiasco! :think:

BTW, to be fair, they did eventually resolve my original complaint to my satisfaction, but the delay was totally unacceptable.