Nationwide Compensation

kevsmt5

Hello, I recently had a issue with the Nationwide Bank.

I had account over a year ago, of which I was no longer using. I had cancelled a standing order however the bank still attempted to send payment and charged me for going overdrawn.

I called into the branch and the clerk spoke with the manager. They agreed to the error and to waive the charges. They stated they would arrange to close my account down and to hand in my card that day and to sign to confirm I had done so.

I assumed was all ok until one month later I received statement with further charges on it. Again I called in the branch and was informed was an error and would arrange to have fees waived.

I thought that was that and I started a new job working away 6 months down the line I returned back to the area and moved into a friends house.
I was to start a new job in my area so would look to rent a house in that area.

I found a house I liked the look of within walking distance to work and arranged to go through a credit check.
However I failed, and was slightly confused as to why.
I ordered a copy of my credit file, to find It was reporting I was in 6 months arrears on my current account with the nationwide. So I was unable to get a property and have been forced to pay £80.00 a month bus travel a month for the past 2 months whilst I try and get issue with credit file sorted.

I called them and they would not help over the phone. So I wrote a letter to head office and heard nothing back. I then wrote to the branch office and again heard nothing back. I then wrote a further letter to the branch and I placed in the letter box myself on the way to work leaving my telephone number on the bottom of the letter.

I received a call from the manager over the weekend and was told it was their fault, the previous manager had left so does not know why the charges were never waived etc.

They stated credit file would be updated, however this could take 6 weeks and they will also clear the £234 charges; however thy then stated they would pay me compensation, and asked how much I would like. I stated I would leave up to them to decide of which they said would speak with the complaints team on Monday and see what they can get and get back to me

My question is, what would be an acceptable amount, I have already paid £160.00 in travel I would not have paid if my credit file had been fine. I will need to wait another 6 weeks until it is up to date, so that’s another £100 at least in travel, then there if the in convenience this has caused me. What would you accept under these circumstances?

Thanks in advance

plunt

you can get compensation for "distress and inconvenience" so dont forget to factor that in as well.... and mention TCF (Treating customers fairly) this is a government crackdown on banks/financial institutions and the companies typically get scared when they hear the above two things!

pmduk

Mzake sure you complain to nationwide in writing and keep copies. Nationwide usually lose complaints paperwork in my experience.

kevsmt5

Well the manager of the branch got back to me and stated head office will not offer any compensation. They said that I should be happy that they have corrected my credit file. The manager stated they argued with them about this and issue that it has cost me to travel to and from work because of this.
The manager stated they would raise this further and get back to me within 5 working days. Does anyone have any advise on what to argue with them and what usually works.

Thanks

xylophone

http://www.nationwide.co.uk/contact_us/making_a_complaint/ombudsman_service.htm

TheBanker

http://www.financial-ombudsman.org.uk/publications/technical_notes/distress-and-inconvenience.htm#2

Personally if I was handling this complaint, I would be looking to reimburse your out of pocket expenses, and offering a payment for Distress and Inconvenience in the region of £250. I'm a bit out of date though, haven't handled complaints for c.2 years.

If I was Nationwide I would also be providing you with a letter to show the lettings agency confirming that the arrears reported on your file were the result of a bank error.

themull1

I got compensation on two occasions from Nationwide, each time they had got the interest rate wrong on my remortgage, i got £50 the first time and £80 the second time, so i would have thought that you would be entitled to more than that. stop waiting for them to offer, tell them what you want, send letter to whoever is head of Nationwide.

pmduk

kevsmt5 wrote: »

The manager stated they would raise this further and get back to me within 5 working days. Does anyone have any advise on what to argue with them and what usually works.

Thanks

State that you want their final response, in writing, so that the matter can be referred to the Financial Ombudsman.

System

I would suggest seeking your out of pocket expenses and £250 on top for distress and inconvenience.

If you can afford to wait until your credit files are updated, then do so but if not go for an an estimate at this stage.

The FOS will take a number of weeks to process the claim.

pmduk wrote: »

State that you want their final response, in writing, so that the matter can be referred to the Financial Ombudsman.

TheBanker

Heng_Leng wrote: »

The FOS will take a number of weeks to process the claim.

More likely months, in my experience.

kevsmt5

In connection to my previous comments the Resolution Team of the Nationwide have been in contact and will be looking into my complaint. In the mean time they have sent a default notice for the amount of £25.79. I have no idea where this amount has come from. On the last statement I had from them they stated i had charged totally £230.00. I will be in contact with the team today as the person who is dealing with my complaint has been off for two days.
I will keep you all posted, however I think this default notice increased my chances of compensation.