Packaged bank account

chell00

Hi there can anyone advise me I made a claim for my packaged bank account which I had from 2000 to 2011 advantage gold account. There were a number of issues but a few I remember I wasn't aware of the excess charges for instance I went on holiday and stood on a sea urchin so paid about 70 in medical costs thought to myself it's ok I'll claim on my travel insurance only to find the excess fee was 60 pound so that was utter useless . Same with mobile phone I no 100 percent they didn't tell me any of this information. They also upped the price without telling me it jus suddenly switched 1 month anyway I didn't complain at the time because there was nothing really said about this the reclaiming so just thought nowt would happen. It was only hearing these stories lately I thought yea that happened to me anyway the bank have rejected me and said they sent me a welcome pack which I can't remember getting put it this way I can't find anything. Also they said because my claim is outside the 3 year complaining rule but that's unfair because I didn't no you could claim until now . Also the letter that came to me had Dear Mr Abdul or summit so to me they have used some sort of template letter they send to everyone. They said the fca wouldn't do anything because it's over the 3 year timescale.

Mersey_2

Excess is fairly standard for insurance; but, a lot have successfully reclaimed the Advantage Gold Account fees plus interest (including myself), if it was mis-sold.


Welcome and Refresher packs were sent out to 98% apparently, so your complaint may now be time-barred.


You can call; but, it's probably best to put it all in writing. You can email: [EMAIL="customer.relations@natwest.com"]customer.relations@natwest.com[/EMAIL]


Or if - as you suggest - you 've already exhausted the Natwest complaint process, you can escalate the matter to the Ombudsman (FOS), either online or over the 'phone.

dunstonh

I wasn't aware of the excess charges for instance I went on holiday and stood on a sea urchin so paid about 70 in medical costs thought to myself it's ok I'll claim on my travel insurance only to find the excess fee was 60 pound so that was utter useless .

All insurance has an excess and all insurance is a waste of money until you have to claim on it. You had a tiny claim that was barely worth the effort but I doubt you would feel the same way had the medical costs been £60,000.

but that's unfair because I didn't no you could claim until now

You are not claiming. You are complaining. You say you didnt complain until now as you didnt know you could complain. So, what changed your mind?

Also the letter that came to me had Dear Mr Abdul or summit so to me they have used some sort of template letter they send to everyone.

The response would have a template layout as it has to comply with a regulatory standard. So, chunks of it would be the same or virtually similar on most responses.

They said the fca wouldn't do anything because it's over the 3 year timescale.

The FCA wont do anything as it is no the remit of the FCA to handle consumer complaints. If you mean FOS, then the FOS wont do anything if the timebar is valid. Only if the timebar is invalid can the FOS look at it.

The rules are 6 years from purchase or three years from being reasonably aware of an issue. Being reasonably aware is not a website telling you that you can complain. Being reasonably aware is being notified of the costs, key features and key terms. These are posted to you in most cases. Failure to read them is not a sufficient reason. Failure for the bank to send them in the first place is.

Nearlyold

If you mentioned the "Excess" issue as a complaint reason they could use that to start the 3 year clock ticking because you should have obviously been reasonably aware that you had a reason to complain at that point in time.