Can you complain about the way you've been treated, 5 years later?

jaluisa

I had a mortgage with Natwest and paid it on time for 3 years. Husband left me and two small kids, promising to pay the mortgage.
Needless to say he didn't and I was forced to put house on market. It sold within 7 months.
I rang Natwest so many times, explaining the situation, asking for help, asking to be put on interest only til I could sort myself out, asking for a payment holiday, 3 months of non-payment later, they froze my bank account ( I was stupid enough to bank with them as well as have a mortgage).
I had no money, no landline, had to use mobile to call the Mortage advice line (they did give me £30 as a goodwill gesture towards phone calls.) Couldn't pay my bills, buy groceries or anything as the bank was frozen. This included money I was getting from child tax credits, child benefit etc and the wage from my part time job.
There were times I was in the local branch crying, asking for help and advice. The staff used to put me in a chair and say "the manager would be out soon", sometimes I waited almost 2 hours. Countless phone calls to both the Mortgage advice team and the banking support team saying "please let me have my money!"
So briefly, as I was having a mental breakdown at the time this was happening, and they did not see why they should help - can I complain?

Thrugelmir

Did you apply for a court order on your husbands earnings?

jaluisa

No, I wasn't aware of anything like that!

pathtofreedom

It sounds a horrible situation, I'm glad (I assume) it is all sorted out now. I'm not sure about the complaint though, or who you could complain too exactly. Were they charging you late fees or fees for bouncing your dd's while it was frozen? I think their might be guides on here to get those refunded.

If you were going through this now we could advise to open a new account and get your benefits etc moved to be paid to that account, and where else to get housing and divorce advise but I suspect all that is too late and that you're all sorted now.

tomtontom

What help did you want? If you didn't pay for three months you must have known they would take action.

It sounds like a very rough time that you need to put behind you.

elsien

What outcome would you be looking for from a complaint?

jaluisa

Oh yes it's all behind me now, thankfully I opened an account with Lloyds and all is fine. Yes I did know they would have to take action against me, it just seemed that compared to what they say they'll do on their website if you're in difficulties, they didn't help me at all.
What do I want...an apology would be good, admitting that I was treated badly (which made the whole situation so much worse I guess!) Apart from that I'd like the fees returned they charged me for freezing my account.
Reckon I won't get far though.
I have been mulling it over for a few months now, whether I should complain or not, so thought I'd see what you guys thought!

Prothet_of_Doom

I think you SHOULD complain. If it took you this long to regain the strength to do something, then it reflects on them badly that they assisted in making a bad situation worse. I wouldn't be looking for compensation, just for someone to review their procedures, and make them better. That memories will be vague, will not help, but you have nothing to loose. Just expect NOTHING and you won't be disappointed.

dunstonh

Technically, they could time bar you as you have three years from the event to make a complaint. Doesnt mean they will. However, this long after the event would not have much evidence available and allegations of conversations or events would not be considered reliable.

jaluisa

Thanks all.
I spoke to someone at Natwest last week (was testing the water...) and she said unless the customer service team really know their systems and know where to look,( to see conversations they have to change the date ranges on my file) now the mortgage is closed there are "no notes on file at first glance".

jaluisa

Meant to say there's notes there, if they know where and how to look! :-/