Bank has responded, partial resolution but can I go further?

Treefiddy

Hi, first post so please be gentle :-) I sent a letter to Halifax last week stating I believed id been missold on my Ultimate Reward Current account for the following reasons I stated: Weren't sufficiently advised of alternate fee free account, not informed of the excess of some insurance benefits, felt pressured in to taking the account, and only given advice of the benefits of opening the account, not being told that the account may not be the most suitable for my needs.

They have responded quickly to be fair to them and have Confirmed I held an Ultimate reward account from May 2008 - October 2008 whereupon I downgraded the account to a fee free version, then went back to the ultimate reward account in April 2011 - December 2013.

They have refunded me for the first instance of holding the account in 2008 but have said that when I reopened the Ultimate reward account in 2011 I was "sent a welcome pack explaining the features which come with my Ultimate reward account...Contact details would also have been listed should you have had any queries on the account features...".

Due to this, the refund I've been given is minimal and only covers the first instance of me holding the account. Do I have any grounds to argue this reasonably? If so, how should I approach it as they have already refunded me for May 2008-Oct 2008.

Thanks in advance.

[Deleted User]

You can't "argue" with the Bank after their "full & final" response.

However, you can refer your complaint to the Ombudsman if you remain dissatisfied.

There is no obvious argument I can see you could provide in support of your concerns other than you want the money back...

Treefiddy

Thanks for the response. The main reason I have asked this question and not let is be resolved is because personally I cannot see a difference in the two times I have opened an Ultimate Reward account. I took it out under the same circumstances on each occasion and on each occasion, wasn't informed that the insurance benefits would carry an excess charge and i may be covered elsewhere. There are other reasons as I've stated above but i'm struggling to really understand, other than it'd cost them a lot more, why i've only been refunded for the first instance. Is the ombudsman the way to go?

dunstonh

because personally I cannot see a difference in the two times

Big differences. The disclosures by 2011 were much better than in 2008. So, documentation and follow-up documentation would have been so much better and more compliant.

wasn't informed that the insurance benefits would carry an excess charge and i may be covered elsewhere.

Every insurance has an excess. It would have been documented. Whether you choose to read it or not is your choice. However, it is not a key fact that is required to be disclosed at point of sale. it is also a fairly weak complaint reason as its unprovable in terms of verbal conversations but they will almost certainly have documentation evidence.

Is the ombudsman the way to go?

They are currently running at an overturn rate of about 11%. So, you need to look at your available evidence and see if you can strengthen things as its weak at the moment.