Goodwill gesture. Should I refuse?

birdman2009

Hi all,

Back in Sept I started a complaint with RBS over mid sold PPI on my Natwest loans. On October 21st I recieved a letter confirming that RBS have upholded my complaint and as a gesture of goodwill would offer me £1700.00.

As good as this sounds I have had loans with them dating back to June 2004 and I am concerned about the lack of detail or breakdown of the amount I have been paying of the years. Nowhere did it mention how much PPI I had been paying per month and what knock on effect it had on my future two loans. I was told in the phone that they would confirm all of this in my final decision?

Should I ask them to review my claim again and if I do could they just simply retract their first offer?

Many thanks in advance.

[Deleted User]

birdman2009 wrote: »

Should I ask them to review my claim again and if I do could they just simply retract their first offer?

Yes, they can retract the goodwill offer and then fully investigate the complaint; which might result in you getting nothing at all.

birdman2009

Thanks for the reply. Even if they say in the offer letter they are upholding my complaint?

[Deleted User]

birdman2009 wrote: »

Even if they say in the offer letter they are upholding my complaint?

They can't uphold AND offer a goodwill gesture. It's one or the other, since redress for upheld complaints is defined not offered as a goodwill gesture.

birdman2009

That's the thing. In the main letter with their offer, It says they UPHOLD my claim. Then in the decleration which I sign to agree its says "a goodwill gesture" ?

dunstonh

In the past, they tended to you uphold and goodwill separately. Nowadays, it doesn't mean the same thing. The goodwill gesture wording tends to be something like them saying they accept no liability but are offering a goodwill payment. it may also say that whilst they have found no evidence or wrongdoing they cannot fully satisfy themselves and are offering a goodwill gesture. The wording tends to be a bit wishy washy. Whereas a full upheld complaint will make no reference to goodwill gesture and will basically say they accept that the sale did not meet their requirements and they will do blah blah to put it right.