Pensioner Bonds Guide

jeallen01

jeallen01 wrote: »

And then I found out today that NS&I had made THREE £10k debits from my bank account :-(.


So, finally, found the 01253-840007 number on the site, called and immediately spoke to a young lady who took down all the details. Therefore, hopefully I will get a £10k refund reasonably quickly - but this should NEVER have happened :-(

Today, having heard nothing since my last post here, I sent them a email to ask when I would be getting my money back - here is the answer I got from them (and the answer THEY then got from me was damn'd near unprintable, I can tell you!) -
UP TO 8 WEEKS TO RESOLVE MY COMPLAINT? COMPLETELY B****Y SHAMBLES!!
:-
"Thank you for your enquiry Mr A*****


Thank you for this update and I am sorry that your payment has not yet been refunded to you.


To be able to look into the problem do you have any of your application reference numbers.


Please let me explain our Complaints procedure to you. If you are unhappy with the way we have handled your NS&I business, we have a procedure designed to resolve your complaint fairly for you. We aim to resolve a complaint to your satisfaction within eight weeks, but if you're still not happy you can refer it to the independent Financial Ombudsman service.


As part of our commitment to providing you with a high standard of service, the leaflet below, lets you know what you need to do at each stage, and tells you what you can expect from us in return.

To start the complaints procedure, you can either email us, write to us or call our Customer Service team.


Should you wish to register a formal complaint via e-mail please submit a fresh e-mail request directly to ********** and include Complaint in the subject heading. This is the most secure way to provide all of your personal details including your address and postcode and to reconfirm the complete original content of your e-mail trail. For security purposes much of your personal data is removed from the e-mail trail when we reply to e-mail enquiries.


We will acknowledge your complaint with 5 working days and we will aim to fully resolve it for you within eight weeks.


If our Customer Service team cannot resolve your complaint to your satisfaction, you can then refer your complaint to the Financial Ombudsman Service to help settle disputes with financial services providers.


For your complaint to be considered by the Ombudsman, you must complete and return their complaint form within six months of the date on our final response letter.The Financial Ombudsman Service will consider both sides of the case and decide what action should be taken.


Kind regards
Lesley Walton
Customer Service Team
NS&I Blackpool


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If replying please leave the original text.

colsten

Max 8 weeks is the standard timescale for a complaint in the financial services industry. Frustrating but as yet there is no reason to think you will make any financial loss.

The sooner you make a complaint, the sooner your 8-week clock starts ticking.

jeallen01

colsten wrote: »

Max 8 weeks is the standard timescale for a complaint in the financial services industry. Frustrating but as yet there is no reason to think you will make any financial loss.

The sooner you make a complaint, the sooner your 8-week clock starts ticking.

No? - so what about 8 weeks loss of bank interest on the money they have from me?


Not only that, but what about the sheer hassle of having to go through all the processes involved just to get back money that they should never have allowed to be taken?
(and I will be far from the only one who is suffering the same woes - and many will be older and less able than I am to deal with it!)

Raymondo111

colsten wrote: »

Max 8 weeks is the standard timescale for a complaint in the financial services industry. Frustrating but as yet there is no reason to think you will make any financial loss.

The sooner you make a complaint, the sooner your 8-week clock starts ticking.

If I read the post correctly 2 bonds seem to be ok and the OP want's the £10k back, if I was in their shoes I would be spitting feathers!! A possible 8 week turnaround is not acceptable in my view, the OP case should be prioritised and a case number issued with specific calendar dates to be met. If the £10K actually left the originating Bank there should be some sort of reference attached to the transaction, likewise the account details should also be as well, this should enable N S & I to at least give the OP some information rather than just send out a generic email.

As an aside does any body know what the actual take up numbers are on the Bonds?

jeallen01

Raymondo111 wrote: »

If I read the post correctly 2 bonds seem to be ok and the OP want's the £10k back, if I was in their shoes I would be spitting feathers!! A possible 8 week turnaround is not acceptable in my view, the OP case should be prioritised and a case number issued with specific calendar dates to be met. If the £10K actually left the originating Bank there should be some sort of reference attached to the transaction, likewise the account details should also be as well, this should enable N S & I to at least give the OP some information rather than just send out a generic email.

As an aside does any body know what the actual take up numbers are on the Bonds?

Raymondo


The feathers are in the stratosphere by now!


Yes, you read my post correctly - the "missing" £10k left my bank account on the same morning as the other 2 tranches, and it is shown on my on-line a/c as going to the same place, and the bank has confirmed that that was what happened!

colsten

jeallen01 wrote: »

No? - so what about 8 weeks loss of bank interest on the money they have from me?


Not only that, but what about the sheer hassle of having to go through all the processes involved just to get back money that they should never have allowed to be taken?
(and I will be far from the only one who is suffering the same woes - and many will be older and less able than I am to deal with it!)

You haven't even complained yet, never mind seen their reply to your complaint. But you are already complaining about the unknown outcome! |What's so hard - submit your complaint and wait for their response.

jeallen01

colsten wrote: »

You haven't even complained yet, never mind seen their reply to your complaint. But you are already complaining about the unknown outcome! |What's so hard - submit your complaint and wait for their response.

Not Correct - I complained TWO weeks ago - See Post 181 and my quote from that a few Posts above the current one!
(please engage you know what before opening you know what!)

colsten

jeallen01 wrote: »

Not Correct - I complained TWO weeks ago - See Post 181 and my quote from that a few Posts above the current one!
(please engage you know what before opening you know what!)

Well that is good news as you will have your answer from them in max 6 weeks.

Not sure why you blustered about 8 weeks today then.

I hope I won't get like that when I will be 65 and over.

Ken68

Don't know the take up figures, Raymondo, but the newspapers are doing full page adverts.

StickorTwist

jeallen01 wrote: »

Not Correct - I complained TWO weeks ago - See Post 181 and my quote from that a few Posts above the current one!
(please engage you know what before opening you know what!)

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I would definitely be back on to them about bumping your complaint up the priority order as time ticking will have financial consequences for them not you.