Complaining to Natwest

1940sGal

I got an automated call from the Natwest fraud department on Saturday morning asking me to confirm 5 recent purchases, which I did. Despite this it said my debit card would be cancelled anyway and a new one would arrive in 2-4 days.

First, I was slightly dubious as I know that when I had to get a new card after I lost my last one it went to my local branch. There were quite a few other problems too surrounding this (about 3 different cards were ordered because they had sent others to an old uni address i didn't even know they had, and carried on doing so even after I had asked them to delete this address) and so a note was put on my account to always send stuff like this to my local branch. This i have no problem with as the branch is 2 minutes from me.

Anyway, knowing about this note on my account and today being the 4th day with no sign of said card, I rang Natwest only to be told that although my card had been cancelled, no new one had been ordered (brilliant, i know).

So considering this, and previous c**k ups on their part regarding other cards, I've decided a nice little letter of complaint is in order.

Is it worth it? Will it just get put through the system and 'duly noted'? Anyone else had this experience? (i know, it is natwest we're talking about...)

opinions4u

Do it.

Keep it concise. State how they make you feel, without get emotionally wordy.

Ask them to compensate you. If you don't ask ...

1940sGal

opinions4u wrote: »

Do it.

Keep it concise. State how they make you feel, without get emotionally wordy.

Ask them to compensate you. If you don't ask ...

If i was to ask for compensation how would I go about it? I wouldn't think a straight 'I expect to be compensated' would go down too well Or am I being naive and too nice?

dalesrider

I would say either call into branch or ring them.

They can't sweep it under the carpet.

ALL complaints have to be responded to within certain set timescales. They will have to try to resolve within 48 working hours via phone or if not resolved in this. Will require a written response.
Failure to comply will, when you raise it with FOS result in a large slap for failure of service.

I would be asking why they cancelled your card if you confirmed all spending as genuine.
I would guess that they have failed to deliver within the 4 days as it is out of their control (post and all that jazz)

BASFORDLAD

1940sGal wrote: »

If i was to ask for compensation how would I go about it? I wouldn't think a straight 'I expect to be compensated' would go down too well Or am I being naive and too nice?

ask for at least £1000

Seems to be the going rate for complaints on here

Banking employees on here will agree with me.....

jonesMUFCforever

Compensation - depends on how much you are out of pocket.
eg did you have to travel to branch to collect cash instead of paying for goods with the debit card?
Stress and inconvenience I would suggest around £25 or so.

1940sGal

jonesMUFCforever wrote: »

Compensation - depends on how much you are out of pocket.
eg did you have to travel to branch to collect cash instead of paying for goods with the debit card?
Stress and inconvenience I would suggest around £25 or so.

I did have to travel several times in to the branch. I will be mentioning that.

innovate

I wouldn't ask for a specific amount - instead just list the issues they have caused, and the resulting inconvenience to you. But if you have any receipt for an expense that has directly been caused by NatWest's failures, you should attach this to your complaint.

Keep in mind that if they do not settle your reasonable satisfaction, you can take the case to the Financial Ombudsman.

BASFORDLAD

1940sGal wrote: »

I did have to travel several times in to the branch. I will be mentioning that.

So Deff 1000 then

1940sGal

BASFORDLAD wrote: »

So Deff 1000 then

I see your parents never taught you the old 'if you have nothing helpful to say...' motto then?

You might like to note that I never made a mention of compensation in my OP and only asked how i would go about asking for it after another poster suggested it. So perhaps you could direct your sarcasm elsewhere?

chanz4

If you are not out of pocket, whats to compensate its their to protect fraud move on.