CHAPS transfer problems - complaint

MattyRob

Thanks again for the replies. I'm glad everyone sees it as legitimate grounds for complaint.


I've started the process of a complaint. Unfortunately their online complaints procedure has a character limit so I've had to keep it short for now, and will have to explain in full over the phone when they call me back.


With regards to the 'what could have happened' bit. I understand the bank (or building society) not being interested in things that didn't happen. But I think it needs to be mentioned to give some context to the stress the delay caused. My partner is currently 35 weeks pregnant and we need the new house for the baby (current low cost flat is wholly unsuitable), so while what could have happened didn't happen and the house purchase was not delayed, the threat of it being delayed did add significantly the stress of the event. I'm not interested in trying to milk the complaint, but it seems that it's probably worth mentioning.

Ballard

RADDERS wrote: »

Cut off used to be 3pm but I believe that it has been extended

The CHAPS cut off is now 5:30pm but it's quite feasible that customer payments are earlier and this late cut off is for financial institutions only as I don't deal with customer payments in my current role.

Whilst CHAPS should be same-day no payments can be guaranteed as the recipient or any intemediary bank are obliged not to process payments which arouse their suspicions in relation to money laundering (not that there's any suggestion of that in this case)

You should definitely kick up a stink. This has been handled appallingly and compensation is definitely due. With the number of payments processed every day there will inevitably be mistakes but one would hope that they would be rectified immediately.

ICan'tStandIt

YorkshireBoy wrote: »

You can't be compensated for something that "could have" or might have happened. You can, however, be compensated for "distress and inconvenience", including time and resources expended in dealing with the matter.

That's essentially the same thing.

I've worked in complaints departments, so I speak from experience.

colsten

ICan'tStandIt wrote: »

That's essentially the same thing.

What is essentially the same thing? Quite a few possibilities in that post you are referring to

System

dunstonh wrote: »

1 - CHAPS is not guaranteed. So, the fact it took longer is not in itself a complaint reason.

You are mistaken - CHAPS are guaranteed to reach the destination account before the close of business provided the cut-off time is not exceeded and the details are correct.

That's why you pay up to £35 for them.

agrinnall

Heng_Leng wrote: »

You are mistaken - CHAPS are guaranteed to reach the destination account before the close of business provided the cut-off time is not exceeded and the details are correct.

That's why you pay up to £35 for them.

It surely can't be entirely guaranteed, aren't CHAPS payment subject to AML checks, and potential delays, just like any other form of payment?

ICan'tStandIt

colsten wrote: »

What is essentially the same thing? Quite a few possibilities in that post you are referring to

Yorkshire Man was saying that you cannot be compensated for something that might have / could have happened but didn't.

I was just pointing out that what could have / or may have happened is often very relevant as it can add to the distress experienced which the bank have caused. Therefore they need to compensate the customer for that.