Yorkshire bank won't pay me £150 switching bonus

Cookiecrumble

So I opened a new YB a/c on 27 Nov online switching from a Santander A/c that I no longer use. I transferred 2 DD's from my active First Direct a/c. And paid in £1000 on 30 Nov, 28 Dec & 23 Feb.
I've not received the £150 bonus so called them today.
I've been told that because the direct debits were not switched from Santander as part of the switching process, I do not qualify. I've re-read the t&c's
"Switch at least two active Direct Debits and maintain a minimum of two active Direct Debits on your account at least until
the incentive payment is made"

My argument is that I have switched 2 active DD's and the t&c's don't specify that they must be switched by YB as part of the switching process. CS have told be I should have first transferred the 2 DD's from my FD a/c to Santander. So they could then switch them to my new YB a/c.

I told CS that I'm not happy & as far as I'm concerned I have fulfilled the criteria, so she has raised a complaint and I should receive a letter with a finial decision in 5 days. - But I'm not holding my breath!

Has anyone else out there had similar experience or advice?

eskbanker

Their interpretation is how I'd expect it to work, i.e. the DDs should be switched as part of the overall switching process, not as a separate exercise, but as you say if it doesn't explicitly state that then worth trying a complaint.

colsten

Cookiecrumble wrote: »

I've re-read the t&c's
"Switch at least two active Direct Debits and maintain a minimum of two active Direct Debits on your account at least until
the incentive payment is made"

The T&Cs on their website say "Complete a full switch, including transfer of at least 2 Direct Debits, using the Current Account Switch Service". Where did you find the words you used above?

EarthBoy

Cookiecrumble wrote: »

My argument is that I have switched 2 active DD's

You haven't switched two direct debits, you've cancelled two direct debits with First Direct and set them up again with Yorkshire Bank.

They aren't switched unless they are done by CASS, the Current Account Switiching Service.

Cookiecrumble

That's interesting. They've changed the wording of their t&c's.

I downloaded the them when I signed up. Here they are:

Current Account Cash Incentive
Full Terms and Conditions
Yorkshire Bank is a trading name of Clydesdale Bank PLC which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation
Authority (Financial Services Register No.121873). Clydesdale Bank PLC. Registered in Scotland (No. SC001111). Registered Office: 30 St. Vincent Place, Glasgow, G1 2HL.
YB0816 2111142 (10/15)
Eligible customers
1. This offer is available to new and existing Yorkshire and Clydesdale Bank customers who hold an account with another bank or
building society and meet the qualifying criteria below.
Qualifying criteria
2. To qualify you must:
a) Complete a full current account switch to one of our Personal or Private current accounts using the Current Account
Switch Service, which includes the transfer of all active credits and debits from the account you hold with another bank,
and the completion of an account closure instruction for that account.
The full switch must be initiated by signing the Current Account Switch Agreement and must be completed within 31
calendar days of the date you sign the agreement;
b) Switch at least two active Direct Debits and maintain a minimum of two active Direct Debits on your account at least until
the incentive payment is made; and
c) Credit your account with at least £1000 per month, excluding any internal transfers from any Yorkshire Bank and
Clydesdale Bank Personal or Private savings or current account (held either in your sole name or jointly with someone
else), the first £1000 to be paid in within 31 calendar days following your switch completion date.
3. You do not qualify for this offer if you have already received or are about to receive £150 for switching to a Yorkshire Bank
or Clydesdale Bank current account, whether the switch is to an account in your sole name or held jointly with someone else,
at any point since 17/11/14.
Payment
4. We will credit £150 to your account with us within 70 calendar days of your account switch being completed, provided you
continue to meet all of the qualifying criteria above within this period.
5. You can only benefit from this offer once. Joint accounts are only eligible for one payment of £150.
Other conditions
6. This offer ends on 30/11/2015 however we reserve the right to withdraw this offer without notice. If we do withdraw the
offer, you won’t qualify for the payment unless you have signed the Current Account Switch Agreement before the offer is
withdrawn.
7. All applications for Personal or Private current accounts are subject to credit status. You must be at least 18 years old to apply
for the Signature Current Account, Current Account Control, Current Account Direct or Private Current Account.

Semple

I would have assumed part (a) would cover the fact that they need to be switched by CASS.

a) Complete a full current account switch to one of our Personal or Private current accounts using the Current Account
Switch Service, which includes the transfer of all active credits and debits from the account you hold with another bank,
and the completion of an account closure instruction for that account.
The full switch must be initiated by signing the Current Account Switch Agreement and must be completed within 31
calendar days of the date you sign the agreement;

Cookiecrumble

The fact they have changed their T&C's indicates to me that there was a problem with them being ambiguous. I now think I have a stronger argument.
Thanks for all your replies it's good to see others points of view in such a situation. Your views in light of the t&c's I signed up to would be interesting too.
Thanks

agrinnall

I think 2b is where you will fall down, as you haven't switched the DDs, you have set them up independently. Having said that, I'd agree with you that they may well have felt that it was ambiguous previously and have made it clearer now, so that could be grounds for you to complain and you might be successful.

Topper1900

Just complian and if they don't accept your complaint take it to the FSA, the fact they've changed their wording suggests they've had similar complaints so don't really have a reasonable argument to your complaint?

Doctor_Duke

I failed on the same condition I didn't switch two DDs as part of the switch and they refused to pay even though it was ambiguous. I switched a second DD outside the CASS. No bother though as I am simply switching to my YB account again under the T&Cs for the latest offer you can do so if you are an existing customer and have never benefited before from any offer. This time my switch account has four DD's!!

agrinnall

Topper1900 wrote: »

Just complian and if they don't accept your complaint take it to the FSA, the fact they've changed their wording suggests they've had similar complaints so don't really have a reasonable argument to your complaint?

I'd agree it's worth trying, it's not going to cost you anything. Just one thing, don't take it to the Food Standards Agency, the FOS would be a better bet :rotfl:.