Leaving HL without transfer charges

ffacoffipawb

Doctor_Who wrote: »

Well.....after receiving the standard letter (by secure message) telling me they are waiving exit fees for any transfer received before 31st March I have now received a letter in the post asking how I would like to pay £125 transfer fee for 5 stocks in my ISA :mad:

Seems the left hand has no idea what the right hand is doing!!

Maybe your TARDIS is faulty?

Stanley_St

Doctor_Who wrote: »

Well.....after receiving the standard letter (by secure message) telling me they are waiving exit fees for any transfer received before 31st March I have now received a letter in the post asking how I would like to pay £125 transfer fee for 5 stocks in my ISA :mad:

Seems the left hand has no idea what the right hand is doing!!

Interesting you were given till 31st March to leave without exit fees. I was given one month from the date of a letter on 6th February to leave without these charges, ie till 6th March, I presume.

Doctor_Who

ffacoffipawb wrote: »

Maybe your TARDIS is faulty?

Nope...it's working perfectly

Maybe I should lend it to HL so they can go back to the beginning of the year and rethink their pricing......

ctdctd

Doctor_Who wrote: »

Well.....after receiving the standard letter (by secure message) telling me they are waiving exit fees for any transfer received before 31st March I have now received a letter in the post asking how I would like to pay £125 transfer fee for 5 stocks in my ISA :mad:

I got that as well. Returned the form with the charges crossed out and a note referring them to the secure message.

tushingham

for those still thinking about it. I sent an informal secure message asking them not to charge me new fees and to let me transfer our for free. I had intended this to be an initial message before writing a formal complaint. Ie it did NOT contain the word complaint in it anywhere.
I sent it last week and just over a week later i got the same standard letter and complaints documents that everyone else has received. they agreed to waive fees etc
looks like no current need for a full on formal complaint although I would still perhaps send a message as such

macmuck

Success for me! Usual letter citing March 31st Deadline.

Go for it of you havnt already done so and want to. They cant move the goalpost where they want and not allow people the choice of staying or leaving! Wouldnt stand up and they know it!!

Well done all that stood up to their rights...

armageden

Well, this really has been a very well subscribed to thread, so apologies if my next points have already been covered.
As many of you found, my first HL charging complaint communications were not addressed, so I contacted the FOS.The FOS had already written to HL on my behalf before HL Finally saw sense, (have to say I was impressed with the regulators proactive handling of my complaint).
The FOS communication provoked the long awaited "Final Response" letter from HL, which also included reconfirmation of a fee free exit & additionally a concession not to impose the new charging structure during the transfer process.
HL did not address all the points in my detailed e-mails to them & via the FOS, but their response to one of my points was interesting.In my opinion HL's selective application of the new charging structure to individual investors was not in keeping with fair & equal client treatment.HL's response was "an exercise of commercial judgment & as such is outside of the remit of the FOS".Well , I'm sure their right, but it makes the decision to leave even easier for this less valued customer.
Pre-retirement, I spent 34 years in customer service management & am fully aware that any suggestion of less valued customers would have the affect of a car crash in slow motion.
Happy days !, have to say I have learned a lot from this experience & the thread contributors, I hope you all achieve your desired outcomes from this sorry affair.

Diana2014

It was publicly announced on 15th January 2014. Their letter to existing customers was dated 13th January.

xylophone

I got that as well. Returned the form with the charges crossed out and a note referring them to the secure message.

I, too, proceeded along these lines.....great minds think alike!:rotfl:

samcrawford

Another report of success here. I sent an initial Secure Message requesting the fees be waived, which they declined, and then followed up with a formal complaint (using the templates provided). 48 hours later and a letter arrives in the post confirming they'll waive them.