RBS disinterest in service

RobCorky

I've just been down to my local branch of the RBS in Portree to have a copy of 2 documents (passport and driving licence) certified to send away to the Coventry BS. This is to do with a dormant account claim.
The bank refused to sign as it's "new policy, we only certify to support RBS matters"!!
What a dead loss - why bother to have local branches if they are not going to provide simple services? I'll be looking into moving our substantial business to another bank that's not 84% owned by the taxpayer.

kermitfrog

Have you threatened them with the loss of your business? In other words, were they aware of the fact you are their customer when they refused your request?

If they were, then tell them what you plan to do, and do it. Then write to the chief executive and let him know what's wrong with his bank. I always believe in letting the people in charge know why their business is failing.

RobCorky

Yes it's a small place so the manager knew exactly who I was and almost certainly that we have plenty of money lodged with them.
I suggested it was time to move and got zero response other than "sorry but it's policy". But with all the main banks mired where do you go? I'm considering Co-operative Bank, so I'd be branchless but that doesn't seem to matter any more. We only have the 3 main Scottish banks in Portree.

mad_dr

Isn't the Co-op taking over a load of branches of Lloyds TSB? I understood that there was a recent buy-out of a load of branches and that the Co-op would be having a far greater presence on the high street as a result?

Might be worth looking into.

I have a Co-op bank account and - apart from a very basic online-banking interface and a fair amount of junk mail offering credit cards and insurance (I always tick the 'don't spam me please' option) they've been good.

RobCorky

Update: I made a formal complaint to RBS and have their response today.
Basically in answer to my question "why does RBS have this new policy" they say, in a classic case of miscomprehension, "we disagree as it is Bank Policy & Procedure..... this is a decision through the bank."?!?
I can only assume that the RBS Chatham Care Team is staffed by 12 year-olds who haven't done that module in English Comprehension yet. Co-op Bank here we come I think (thanks for comment Mad Dr).

mattyprice4004

RobCorky wrote: »

Yes it's a small place so the manager knew exactly who I was and almost certainly that we have plenty of money lodged with them.
I suggested it was time to move and got zero response other than "sorry but it's policy". But with all the main banks mired where do you go? I'm considering Co-operative Bank, so I'd be branchless but that doesn't seem to matter any more. We only have the 3 main Scottish banks in Portree.

Totally unrelated, but incredibly jealous that you live in somewhere as beautiful as Skye. Amazing place, just remember all the idiots and the bank's head office are stuck in a city somewhere.

NBLondon

RobCorky wrote: »

The bank refused to sign as it's "new policy, we only certify to support RBS matters"!!

Well to play devil's advocate... It's not actually a banking service you're asking for is it? You're asking them to provide a service that could appear as if you were about to give business to a rival financial organisation. That's not in their interest is it?

That policy will also have been written in a boardroom in a big city where the concept of the branch manager actually recognising and knowing regular customers died a death in the 1990s. If I needed a document certifying by an upstanding member of the community to prove my identity; there would be no point in asking a bank - the last time I saw a named manager was last century.

Try your GP - here in London, some of them will charge but you should be OK with Dr Finlay:D Or if you are known at your local post office - the (sub)postmaster(mistress) should be an acceptable signatory.

kermitfrog

NBLondon wrote: »

Well to play devil's advocate... It's not actually a banking service you're asking for is it?...

...Try your GP - here in London, some of them will charge but you should be OK with Dr Finlay...

...Or if you are known at your local post office - the (sub)postmaster(mistress) should be an acceptable signatory.

So the GP or the Post Office ARE banking services, are they?

RobCorky

NBL - yes agree it's not a banking service, just one I've had the same people do for me previously as they know me which is more than I can say for "minister of religion" "solicitor" (bound to charge!) or some of the other options listed.
I actually got a retired Met Polis friend to sign - there's loads of them up here in nowhere land for some odd reason (and others who make you think "Witness Protection........"!).
I'm just saddened that the Royal Bank of Taxpayer has further reduced the level of, shall we call them, friendly services. By the way, their foreign currency rates are the worst on the market too!

InsideInsurance

A lot of these "policies" depend very much on who you speak to.

I needed a photo validated as me for an irish passport. Unlike the british passport it doesnt ask for the person to know you personally just to say the photo looks like you.

Barclays said they wont do it because they dont know me personally despite being my "personal relationship manager" for the last 4 years and despite them not needing to know me personally.

Natwest, who I have (now had) a dormant account with them initially also said no for the same reason but pointed out the difference between irish and british and the chappy I was talking to took it on himself that he could sign it.

A solicitor, or more likely a public notary does charge but it is a fixed fee - from memory something in the region of £5

Handsome90

RobCorky wrote: »

I've just been down to my local branch of the RBS in Portree to have a copy of 2 documents (passport and driving licence) certified to send away to the Coventry BS. This is to do with a dormant account claim.
The bank refused to sign as it's "new policy, we only certify to support RBS matters"!!
What a dead loss - why bother to have local branches if they are not going to provide simple services? I'll be looking into moving our substantial business to another bank that's not 84% owned by the taxpayer.

If the bank you won't it (my bank didn't), you could try the post office. http://www.postoffice.co.uk/counter-services/passport-identity/identity-checking-service