Claiming compensation for unusual bank mistake

fariefarie

Unusual Bank mistake....

For many years I have been trying to build my credit rating back up since going bankrupt 7 years ago. I have done a really good job and, since by bankruptcy dropped from my records last year, was getting scores in the higher-mid range.

As I have worked hard to get my credit score back up, I wanted to change my ccard to a lower apr and balance transfer so that I can clear the high interest ccard I have been using to help build my credit rating up and I also wanted to take out a phone contract for my 12 year old autistic son so that I can contact him at all times as he has to catch buses to school on his own.

Unfortunately, earlier this year, when applying, I found I got rejected for a card I should have definitely got, and even a phone contract (I already have a contract for myself). After checking, I noticed my noddle score dropping month by month for no reason. I looked into it further and found that my main bank account that has previously always showed up was missing. (?! - over eight years of positive good banking gone!!) I checked with experian/equifax and found the same thing.

I had a feeling that this might have had something to do with a meeting I had with a (very incompetent) bank 'manager' back in Oct12 when my partner made his personal bank account with the same bank (Nationwide) into a joint account. (My original account has been joint for over 5 years with my partner). This bank manager had already messed several things up (Ran an unauthorized credit check for a credit card for my partner, failed to arrange standing orders we had requested and failed to order either of us a cash card for the account). I assumed that something he had done had caused the problem.

The credit agencies advised me that this missing information was due to the bank not supplying it so I contacted the bank and they agreed to look into it (I had to send them copies of my credit check to prove that the bank accounts weren't there).

Several weeks later, I got a phone call from the bank admitting fault with this - they HAD removed my account from my credit references back in October which had really adversely affected by credit. The bank offered me compensation of £50 which I advised would not even cover the initial costs I had paid out to get credit checks and make phone calls etc. They upped the offer to £75. I asked for the offer in writing.

Am I within my rights to refuse this offer and ask for more as this has left me out of pocket? I am stuck paying a much higher APR for my credit and have had to invest elsewhere for my son to have a mobile phone which has cost me a lot more than I was hoping. Apart from this, and the credit checks that I am forking out for (it still hasn't been righted this month), I am unhappy that the bank's mistake caused personal data held about me by several agencies incorrect.

Please has anybody got any advice - I know this is a strange one and really don't know where to go with it. How do I take the matter further? How much compensation should I be entitled to?

[Deleted User]

I think, as a bankrupt, you will always struggle with your credit rating.

I don't think you're "entitled" to any compensation, so it's up to you whether you accept the Bank's offer of £75 or hold out for more. I don't think the Ombudsman service would award any more to you..

dunstonh

Am I within my rights to refuse this offer and ask for more as this has left me out of pocket?

You are within your rights to ask. However, they are also within their rights to withdraw the goodwill offer.

How much compensation should I be entitled to?

The FOS generally award between £0 and £250 most commonly. Sometimes going to £400 on extreme cases. Without knowing what evidence you can supply to back up your costs and the general personality of the individual at the FOS looking at the case, it is hard to say. However, the figure of £75 is in the sort of ballpark you would expect for this sort of thing. After all, it is only an issue since October last year. Not something that has affected you long term.

magpiecottage

fariefarie wrote: »

I also wanted to take out a phone contract for my 12 year old autistic son so that I can contact him at all times as he has to catch buses to school on his own.

Understandable but why not get a cheap phone on e-bay and put a giffgaff SIM in it? That is probably going to be a lot cheaper than a contract.

fariefarie

magpiecottage wrote: »

Understandable but why not get a cheap phone on e-bay and put a giffgaff SIM in it? That is probably going to be a lot cheaper than a contract.

Thanks for that - I have had to compromise with mobile phones - the contact I had in mind would have saved me a fortune in the longrun due to free texts/internet and calls and free phone. whereas I have had to buy a phone and still pay monthly for credit at a higher charge. You must understand, my son goes to a school in a 'well off' area and all the kids have iPhones etc, he already misses out on trips we cant afford and has to wear second hand uniform. Having been bullied throughout junior school due to his disability, I am trying hard to make him feel one with his peers and make his life easier. Nobody wants their child to be known as the 'tramp'.

dunstonh wrote: »

The FOS generally award between £0 and £250 most commonly. Sometimes going to £400 on extreme cases. Without knowing what evidence you can supply to back up your costs and the general personality of the individual at the FOS looking at the case, it is hard to say. However, the figure of £75 is in the sort of ballpark you would expect for this sort of thing. After all, it is only an issue since October last year. Not something that has affected you long term.

Thanks for your help. I really appreciate your advice.

foofoo1977

Yesterday I logged onto my banking online only to find a standing order for £1,472.95 had been taken out of my savings account. I rang the bank straight away and was passed to the fraud team. they froze my accounts straight away whilst they investigated it. they said that the fraud team would put the money back into my saving account. the fraud team rang me this morning and had a copy of the mandate for the standing order that was for another customer someone at the bank had keyed in my details instead of the standing order mandate and hadn't check that the detail matched up. I have only just got my accounts unfrozen but because the fraud team said it wasn't fraud but a keying error they have taken the money back out of my savings account and said another department would pay it back in. this still hasn't been done. does anyone know the rules and regs on taking an un authorised payment out of a customers account please? any help would be great.

dunstonh

does anyone know the rules and regs on taking an un authorised payment out of a customers account please?

.

There are no specific rules. Just reasonable treatment. You would expect it to be put right within a couple of days. Do note that the transaction to correct it will likely be an overnight one rather than a real time one.