RBS Obstructing Access to Account

GaryEd

I need help / advice .. pointing in the direction of proper legal help ... and please not the Financial Ombudsman as it is no better than a chocolate teapot.

Since returning to the UK in 2013 I've been trying to change the address of my RBS account to which effect the RBS have been less than helpful. On many occasions I've completed the appropriate forms, sent the required proof of ID etc, all by recorded mail, I've even initiated a SAR (twice) to understand if there's anything in the system preventing me from effecting this relatively straightforward action, nothing..

Last week I spent an hour on the phone with the department (located in Bolton) that manages changes of address and believe that I'd succeeded in changing address only to receive an email 2 days later asking me to contact them whereupon they advised me that the address for the account was still registered as being abroad and that they were unable to change the address of the account as it also required the signature of my ex-wife (whom I or my kids have not heard from for + 5 years). This was the first time that they had mentioned this requirement nor is it stated on the relevant webpages.

In the interim all my online / digital banking has expired as any reminders, mail etc. has been sent to an address 6000 miles away. The address no longer exists as the area was re-developed.

GBP 35K has rested in the account since 2009. Not only do RBS seem hell bent on denying me access to the account, the amount has not 'grown' either, I feel that I need proper legal help only I'm struggling to find a good solicitor willing to confront RBS.

I'd appreciate any constructive advice or pointing in the right direction,

Thank you

grumbler

GaryEd wrote: »

I need help / advice .. pointing in the direction of proper legal help ... and please not the Financial Ombudsman as it is no better than a chocolate teapot.

Why? Have you complained already?

... they advised me that the address for the account was still registered as being abroad and that they were unable to change the address of the account as it also required the signature of my ex-wife (whom I or my kids have not heard from for + 5 years).

Well, luckily RBS isn't one of very few banks for which this really is the case, that makes having a joint account a nightmare.
In fact that's what their T&C say:

2.3 Joint accounts
2.3.1 ...
2.3.2 ...
2.3.3 Any one of you may give instructions, including withdrawing the full balance.
2.3.4 Any one of you may instruct us only to accept instructions from all of you acting together. If this happens all instructions must be in writing and signed by all of you. This means you will be unable to use our telephone, mobile and online banking services, which depend on us being able to accept instructions from any one of you.

http://personal.rbs.co.uk/personal/savings/terms-and-conditions.html

I guess you both have never signed anything instructing them "only to accept instructions from all of you acting together"

It may help if you ask to convert the joint account to a sole first, but even without this I don't see any grounds for refusing to change the address according to your request and proofs.

jonesMUFCforever

If the money has been untouched since 2009 is the account now dormant?

To access a sum of £35k in a dormant account may require more stringent id requirements.

agrinnall

If clause 2.3 that grumbler posted is what applies to you and this account then I wouldn't bother getting the address changed now, just withdraw the money to an account elsewhere and close the RBS one. Of course, jones may well be correct that the account is now dormant, so it will have to be reinstated first if that is the case.