NATWEST ISA transfer delay

lisyloo

If it's of any interest I raised my complaint on 1st June.
Got a letter dated 21st June saying they are gathering information.

My DH who raised his complaint on 1st June has had a resolution and £40 compensation.

My last complaint I got £210 compensation. That doesn't cover any financial loss, that's just extra for inconvenience.

I'm not bothering to phone as I don't think it helps.

ceejayblue

Rang Nat West today on their normal line and spoke to a nice young lady who appeared to be "shocked" at the delay! After looking at the system she told me that they had requested another cheq from ING and there was nothing more. I told her it wasn't good enough and that I felt they should've been in touch with me to let me know what's going on.

I told her that I had spent over £8 on calls so far and had to hang on so long that I expect the cost of all the calls to be around £10. She said she would credit £20 to my account and was surprised that I'd not been offered it before. I've got around another 10 days before the 8 weeks is up and they will write to me then. She apologised for the problems but blamed some of it on the fact that they had moved the ISA service from Liverpool to Leicester and there was a backlog!

I'm going to wait and see what happens next. My next query is though if they are putting £20 in my account, the only account I have is my ISA and I've already put my full allowance in for this year so extra cash can't go in unless its interest! So, where will it go I wonder?

lisyloo

For us they put compensation in our current accounts.

ceejayblue

I haven't got a current account with them! I'll have to chase them if it isn't in my ISA by the end of the week.

foreversummer

Well, if anyone is still interested, my ISA money was paid into my account on 3rd July. However, to date, no interest has been credited to my account.

I have still not had a response to my complaint which I raised on 25th May other than an automated e-mail confirmation. I have written on 3 separate occasions by letter stating my complaint reference asking for someone to respond to my complaint but have had absolutely nothing. I have taken copies of these letters and my initial complaint and I have contacted the ombudsman who has given me a reference number. My eight weeks is up on 25th July so I will be opening a case then.

I am absolutely shocked by Natwest and their complaints procedure is a shambles. I have now asked for compensation for my worry, frustration and the absolute dreadful service I have received from them.

Ombudsman here I come I think.

Foreversummer

ceejayblue

I was told I can't go to the Ombudsman until 8 weeks have passed from my original complaint and they've sent me a letter saying that the investigation is complete!

lisyloo

I was told I can't go to the Ombudsman until 8 weeks have passed from my original complaint and they've sent me a letter saying that the investigation is complete!

It's not clear who has sent you a letter (Na west or FOS?).
But it's 8 weeks OR when you reach deadlock.

ceejayblue

Sorry I meant Nat West have to send me a letter before I can go to the Ombudsman,

innovate

ceejayblue wrote: »

Sorry I meant Nat West have to send me a letter before I can go to the Ombudsman,

In which case you have to wait until the 8 weeks are up, or better still, use the remaining time to pursue a resolution with Natwest.

The Ombudsman process won't be very quick, so much better to try and sort the issue with the bank.

lisyloo

Sorry I meant Nat West have to send me a letter before I can go to the Ombudsman,

Out of interest where are you getting your information?

I believe it's 8 weeks OR a deadlock letter.