Natwest packaged bank account complaint

Angelp2003

Hi

I and my partner both made a complaint to natwest regarding our packaged bank accounts, we both sent the letters on the same day, and we both received a letter of acknowledgment from natwest around a week later these letters came within a few days of each other.

Partners complaint has been dealt with he received a letter back a few weeks after the letter of acknowledgment.

Mine is now a week away from 8 weeks of them acknowledging my complaint and I still haven't heard anything, so I'm just wondering say if I don't hear anything from them within the next week, how would I escalate this do I go straight to natwest? in the form of a letter? A phone call? Or would I escalate to the ombudsman?

Thanks in advance

cifpower

Either use this form

https://www.natwest.com/global/contact-us/existing-complain-form.ashx

Or wait until the 8 weeks has passed then go to the Ombudsman. I would query the existing complaint first. They may have resolved one and marked the other as resolved too by accident.

Angelp2003

Thanks for your reply it's much appreciated

Didn't realise I could contact them that way regarding an existing complaint, thought I had to wait to see if I heard anything from them within the eight weeks first

The complaints was for sole bank accounts as we don't have a joint account, do you think they would of stilled marked it as resolved by accident if that was the case?

Thanks again

cifpower

Angelp2003 wrote: »

Thanks for your reply it's much appreciated

Didn't realise I could contact them that way regarding an existing complaint, thought I had to wait to see if I heard anything from them within the eight weeks first

The complaints was for sole bank accounts as we don't have a joint account, do you think they would of stilled marked it as resolved by accident if that was the case?

Thanks again

I have no idea but anything is possible.