NatWest CCL phone call

Placida

Hi,
Daughter got CCL from NatWest back in September about PPI on a chain of 3 loans she had in 2000, 2004 and 2007. All these were settled early.

Yesterday got phone call asking all questions she had answered on form but also about any sick pay and redundancy packages she had had. She has changed her job and couldn't remember all but was told 'not to worry'

She was told she would receive their decision by 16th January. She is wondering why the phone call at this late stage?

My OH also had a CCL from them about the same time, the questions they asked him were very different to why he thought he may have been mis sold PPI to those in my daughters CCL. He is still awaiting their decision.

[Deleted User]

Nothing untoward about the phone-call which is nothing to do with the CCL. Many banks make a follow up call to complaints received, it's just another part of their complaints process.

Placida

The phone call was in response to the form daughter received with CCL, completed and returned to NatWest. Hence being told she would know their decision by next week. Daughter didn't complain until she received CCL.

Her query concerns why did she receive a phone call to check her answers to form(received with CCL) when she's getting NatWest decision next week? Bit late in day to check her responses?

Thanks for your input.

[Deleted User]

Placida wrote: »

Phonecall was to respond to form daughter received with CCL, completed and returned to NatWest. .

This is a complaint now, the CCL is irrelevant.

The Bank can choose to make such a call at any time and may not respond by the date you mention. The Bank have eight weeks to respond to complaints, after which you can go to the Ombudsman if they fail. However, I wouldn't be holding them to any set date as you will probably receive their response in the ninth week of your complaint and it'll be sent by second class mail.

Placida

Moneyineptitude wrote: »

This is a complaint now, the CCL is irrelevant.

The Bank can choose to make such a call at any time and may not respond by the date you mention. The Bank have eight weeks to respond to complaints, after which you can go to the Ombudsman if they fail. However, I wouldn't be holding them to any set date as you will probably receive their response in the ninth week of your complaint and it'll be sent by second class mail.

Understanding of CCL has never been an issue but thank you for your input. Only time will tell.

Placida

Well, well! True to their word my daughter received her letter from NatWest today - advising her that they have upheld her complaint and making an offer of redress for PPI on the three loans she had had.

She only made a complaint after receiving a CCL. Obviously she is very pleased as the amount is quite substantial and her acceptance is in the post:j