Abbey National screwed up again.

exel1966

We do live in a compensation minded world now sometimes justified, others not. In your case it is most certainley justified.

I would work out exactly how many phone calls you have made, how many trips to the bank and how much time it has actually taken you. When you've done that annotate any outside expenses you have incurred from missed payments elsewhere and then add whatever you think is reasonable for the stress and worry it has caused you.
Now they have admitted it was their error they should be obliged to pay for it after they have reversed any charges they have added to your account.
Perhaps you could make the point that if a mutually satisfactory outcome is not forthcoming then you shall proceed to the ombudsman. Also bear in mind when submitting your claim to Abbey that it will cost them a minimum of £400 for the ombudsman to look at the case which they are not going to want !

Good luck !

Sagaris

I called the FO last Tuesday when their complaints line was continually unavailable - I'm sure that's how I got a call back the same day! Wonder if they will investigate it now or leave it as Abbey are finally doing something?
Thanks for the advice - just out to dig out my calculator and add it all up!

Sagaris

Thank you so much for the advice!
I've never been in this situation before and didn't want to seem pushy and compensation mad - but I'm still annoyed at their lack of action and their distinct 'not our problem' attitude - and as you say the possible effect on our credit rating. As far as I know only 1 DD was bounced - does that automatically get paid or is that something else I have to chase up?
Sorry to be a pain and keep asking questions, but I really don't want to have to phone Abbbey ever again, my blood pressure wouldn't stand it!
I'm going to compose a letter to them tonight, asking for a few things!

sav4it

Can't help you with your qu as I've never had a DD bounce but don't forget to include in your calculations the cost to maintain your account with credit expert. The first 30 days are free but you'll probably want to keep checking after this date as things can take a while to show.
Maybe call FO and seek their advice on what would be reasonable to expect as fair now they've admitted fault before posting your letter?

Sagaris

Just a quick update - I had a call from Abbey on Friday saying the money should be going back into the account that day - I'm still not brave enough to log on and find out what sorry state the account is in. No apology was forthcoming, no admittance that it was thier fault, no offer of compensation - and when I mentioned that I was taking our accounts elsewhere, the woman got really shirty 'well that's your perogative' and put the phone down on me! :eek:
So I'm just in the process of composing a letter, I'll copy it to the FO as well as I contacted them 2 weeks ago when this all came to light.
On a positive note, A&L sent us details of our new joint bank account 3 working days after opening it online! :T So at least they seem to be on the ball.
Many thanks to everyone who has posted advice, you have no idea how much it has helped us.
I'll post back when I hear anything else from Abbey! :rolleyes:

regularsaver1

Any news? I've been away for a few weeks on holiday - you should have heard more by now

Sagaris

Thank you!
The only news we've had was today - another grovelling letter telling us basically they've done diddly squat and what we can do next.

Dear Ms Sagaris,

As you know we are currently looking into your complaint and it has now been 8 weeks since you contacted Abbey.

I am sorry for the delay while we continue to look into your complaint. Although we have made progress, we want to make sure we fully understand the problem before writing and we are unable to give you a full response just now.

If you do not wat to wait any longer, you can go to the Financial Ombudsman Service now, without waiting for our response. I am enclosing a booklet that tells you what you need to do. I do hope you will give us the opportunity to complete our work and we will continue to look into your complaint unless the Ombudsman Service advise us they are taking it over.

The FOS contact details are:


We will write to you again when we have finished our review and if you remain unhappy, you will still have the right to contact the Ombudsman.

Yours Sincerely,

Richard Harris
Head of Complaints.

I've already contacted the FO on the 17th July, so the 8 weeks was up last Tuesday - I was giving Abbey till next week to reply, which they have now done. Am I imagining it or is this just a fobbing off letter?
Should I write back to Abbey and if so what do I say to them next (I know what I'd like to say! :eek: ) Should I tell them that I've already contacted the FO (and unlike Abbey they are efficient, they got the paperwork to me the following day!) and should I also contact the FO and let them know about the Abbey letter?
Many thanks!

sav4it

As the 8 weeks are up, I would leave it all up to the FO. You've done your bit as far as Abbey are concerned.
If it was me, I would send a copy of the letter to FO but it is just a standard letter as you suspected.
So you want to waste a stamp?

Sagaris

Well we got a letter form the FO today, saying they have received our correspondence (which was sent to them over a week bfore the postal strike started!) and that they are receiving high volumes of enquiries and will reply to us when they can.

Watch this space! :rotfl:

Sagaris

Ok, so now I'm confused!
I got a reply from the FO, saying they have to allow Abbey 8 weeks from when they contact them - and they sent us a duplicate set of forms that they filled in over the phone on the 17th July, when I originally phoned them, as the original complaint stemmed from April (when the fraudulent transactions were first made on our account) and in June (when Abbey double debited our account and started all the real aggro!)
I thought Abbey had 8 weeks to sort it out, which I gave them, then sent the first set of completed FO forms back to the FO - now the FO are saying it has to be another 8 weeks?