Natwest Credit & Current Account Charges Claim

maria001

I've been trying to claim back credit card overlimit fees and other penalty charges, as well as current account penalty charges. I spoke to the bank on the phone and wrote letters at various occasions, not using templates. They refunded 180 pounds on one of my credit cards but none on the other credit cards and current accounts. The total fees I paid in the last six years that I was in financial hardship have been in the thousands.

Today I spoke to the Ombudsman's office regarding a claim I started on one of the accounts. The 'Abjudicator' of the Financial Ombudsman just called me regarding my complaint and said that the Ombudsman can never recommend for the banks to refund fees on credit cards, regardless of circumstances.

He said that the fees are not unfair since the banks showed them in 2009 what the fees consisted of and he also said that whether you are in financial difficulty or not doesn't make a difference.

He also somehow decided that the bank had treated me fairly without being interested in hearing my full story (which I offered to send as additional information), and despite the fact that the banks did not contact me to inform me of my options during the last years when I've been in lots of financial difficulty.

He also surprisingly was not the Ombudsman although he works in the Financial Ombudsman's office. And he said taking the case forward to the Ombudsman will not change anything. I asked him to take the case forward anyway.

I don't understand how other's are being given their fees back and I'm not... In the MoneySavingExpert articles it states that many people get refunds through the Ombudsman. But the person at the Ombudsman's Office told me they don't. What gives? And what should I do next?

dunstonh

Today I spoke to the Ombudsman's office regarding a claim I started on one of the accounts. The 'Abjudicator' of the Financial Ombudsman just called me regarding my complaint and said that the Ombudsman can never recommend for the banks to refund fees on credit cards, regardless of circumstances.

The adjudicator is correct. Since the banks won the court case, they no longer can force the bank to refund. They do encourage the banks to look at genuine hardship cases fairly though.

He also somehow decided that the bank had treated me fairly without being interested in hearing my full story (which I offered to send as additional information), and despite the fact that the banks did not contact me to inform me of my options during the last years when I've been in lots of financial difficulty.

What the banks need to make that decision and what you want to tell them are two different things. They can look at things you are not aware of. They will check statements for spending habits for example. So, if you have luxury items on there (sky tv, heavy mobile phone contracts, waitrose etc) then they can easily reject as your problems are more likely to living beyond your means than hardship.

It is also not the banks job to contact you. it is your job to contact them.

He also surprisingly was not the Ombudsman although he works in the Financial Ombudsman's office. And he said taking the case forward to the Ombudsman will not change anything. I asked him to take the case forward anyway.

That is not surprising. You do not get access to an ombudsman unless you appeal an adjudicator decision. There is no point you appealing the adjudicator decision as it is correct.

I don't understand how other's are being given their fees back and I'm not

They are not. Since 2009 when the banks won the court case, the banks only refund now as goodwill gestures for those in CURRENT financial hardship (arrears, defaults, living on breadline, caught in a spiral of charges) and those making first time errors.

In the MoneySavingExpert articles it states that many people get refunds through the Ombudsman. But the person at the Ombudsman's Office told me they don't. What gives? And what should I do next?

Did you also read in the article that tells you that the banks won and that refunds are not likely now?

maria001

Hi Dunsonh,

Thank you for the advice, it makes much more sense now. So I have to prove that I am CURRENTLY in financial hardship, not in the past, to get refunds. And I have to get them from talking to the bank, not from the Ombudsman?

dunstonh wrote: »

Did you also read in the article that tells you that the banks won and that refunds are not likely now?

Yes I did, and then I read this article on MoneySavingExpert:
"Reclaim Bank Charges - It's Still Possible to Get 1000s Back"
(sorry, not allowed to post a link as a new user)