Halifax/BofScotland Insider Hints

k1mmie

Andrew24620 wrote: »

Hi K1mmie

Yes, standard letter - right down to the exact wording. See my posts above.
Call the number on the letter and reject their findings - ask them to review the case.

You really do need to know how much charges were - otherwise how will you know how much to reclaim and compare it to Halifax's offer?

Keep going, don't give up, be firm but polite - my dad's £6,646 better off as a result.

Thanks Andrew.

Althought they have confused the life out of me now. Sent a letter originally along with statements off one account (there are two), but only 1 years worth, stating rest coming seperately. Then the other account bundle arrived. Now just received the outstanding statements for the other account twice and duplicated.

Have to cross check the figures on the calculator now.

How long from the stage I call them to review? Is it best to give them the time they suggest?

Thanks.

Andrew24620

k1mmie wrote: »

Thanks Andrew.

Althought they have confused the life out of me now. Sent a letter originally along with statements off one account (there are two), but only 1 years worth, stating rest coming seperately. Then the other account bundle arrived. Now just received the outstanding statements for the other account twice and duplicated.

Have to cross check the figures on the calculator now.

How long from the stage I call them to review? Is it best to give them the time they suggest?

Thanks.

Hi
Do you have a letter from them acknowledging your complaint? If so, Halifax have 8 weeks from that date to respond in full. If you reject their standard letter (the one you received saying you can't have a refund) then it's still 8 weeks from the date of Halifax's orig. acknowledgement NOT their last letter.

If you don't have an acknowledgement letter then my suggestion is to call the number on your last letter, tell Halifax their findings aren't acceptable and ask for a review. Also ask Halifax for the date they first received your complaint. Tell them (nicely!) you expect a full response in the 8 week timescale based on when they received your complaint. Don't budge on this.

Then give them time to respond up to the 8 week date. My experience, they will then make an offer in that timescale.

Once you get their offer, call them again and firmly but nicely reject it and advise you'll go down the Ombudsman or Court route IF you can't agree a settlement there and then. Be prepared to negotiate. It's down to you whether you'll accept an amount lower than claimed or whether you go to FOS or Court.

Good luck - be persistent, patient and courteous.

k1mmie

Andrew24620 wrote: »

Hi
Do you have a letter from them acknowledging your complaint? If so, Halifax have 8 weeks from that date to respond in full. If you reject their standard letter (the one you received saying you can't have a refund) then it's still 8 weeks from the date of Halifax's orig. acknowledgement NOT their last letter.

If you don't have an acknowledgement letter then my suggestion is to call the number on your last letter, tell Halifax their findings aren't acceptable and ask for a review. Also ask Halifax for the date they first received your complaint. Tell them (nicely!) you expect a full response in the 8 week timescale based on when they received your complaint. Don't budge on this.

Then give them time to respond up to the 8 week date. My experience, they will then make an offer in that timescale.

Once you get their offer, call them again and firmly but nicely reject it and advise you'll go down the Ombudsman or Court route IF you can't agree a settlement there and then. Be prepared to negotiate. It's down to you whether you'll accept an amount lower than claimed or whether you go to FOS or Court.

Good luck - be persistent, patient and courteous.

Hi Andrew

Thanks for that!

I had an acknowledgement letter dated 25th May saying they were passing the letter to the customer relations department and would be in touch to resolve the matter. So is it 8 weeks from this date?

If this is the case. you recommend that I wait and see what happens in accordance with this?

Thanks

Kim

Andrew24620

k1mmie wrote: »

Hi Andrew

Thanks for that!

I had an acknowledgement letter dated 25th May saying they were passing the letter to the customer relations department and would be in touch to resolve the matter. So is it 8 weeks from this date?

If this is the case. you recommend that I wait and see what happens in accordance with this?

Thanks

Kim

Hi Kim
So I'm clear of the order of events:
1) you sent in request for refund of charges and also asked for details of them (ie statements)
2) you got an acknowledgement to your request dated 25 May saying Cust. Rels will respond.
3) you just got Cust Rels rejection letter

If all that above is right then yes, the 8 week clock started on the day the Halifax received your letter described in 1 above.

Still callthem and ask for the date they received it - I'm guessing it will be around 22-25 May so they have til around 20 July to respond.

Ok - it sounds a long time BUT in that time though you'll be able to reconcile how much Halifax have actually charged you and prepare your approach when they contact you with an offer.

8 weeks is the max. - I understand Halifax are broadly working just in thistimescale.
Good luck - be persistant and patient.

Andrew

k1mmie

Thanks Andrew

Yes. I thought that was what you meant, and yes you got all the facts right.

I have just gone through one of the accounts and although it has arrived in 3 different bundles and stages, I am still missing nearly a year in the middle. So will call them tomorrow and remind them that is missing and by the way I would like a review please. Does this sound about right? lol:rotfl:

Should I treat each account seperate?

Thanks.

Kim

Andrew24620

k1mmie wrote: »

Thanks Andrew

Yes. I thought that was what you meant, and yes you got all the facts right.

I have just gone through one of the accounts and although it has arrived in 3 different bundles and stages, I am still missing nearly a year in the middle. So will call them tomorrow and remind them that is missing and by the way I would like a review please. Does this sound about right? lol:rotfl:

Should I treat each account seperate?

Thanks.

Kim

Sounds good to me!

On balance I'd do it all under one claim but clearly break it down for each account.

Let me know how you get on.
:rotfl:
Andrew

k1mmie

Thanks Andrew - much appreciated. Watch this space!!!!!!


Congrats on your success so far. I have managed to claim £1623 from First Direct. Natwest/Cap 1/RBS all in the pipeline. Any advice on any of these?

Andrew24620

k1mmie wrote: »

Thanks Andrew - much appreciated. Watch this space!!!!!!


Congrats on your success so far. I have managed to claim £1623 from First Direct. Natwest/Cap 1/RBS all in the pipeline. Any advice on any of these?

I know I sound repetitive (sorry!) but persistence, resilience and courtesy are my principles on this front.

I don't have any experience with the others you mention and I'm sure you look at the posts on here to help guide you.

The only other tip from me is research well (esp. FSA Complaint guidelines - see FOS website), don't take any bull**** from bank staff who really don't know what they're on about (usually frontline call centre - not blaming them, it's just they usualy don't have the depth on knowledge or empowerment to make decisions).

A

night3uk

Hi I got my letter a few days ago after 7 weeks telling me that the charges were applied to my account correctly so I phoned them to tell them I was not happy so they said they will review it can anyone tell me how long this takes with the bank of scotland?

And also what you think they will do next?

thanks

jo1972

Andrew24620 wrote: »

Do you have a letter from them acknowledging your complaint? If so, Halifax have 8 weeks from that date to respond in full..

Thanks for posting this Andrew, looks like I'll be ringing the Halifax 'hotline' sooner than I thought!!