Is a Verbal Apology Enough

Outsider_83

SPalin wrote: »

Presumably, the owners of your former house would already have had some of your personal data to enable the sale.

Wouldn't the land registry have details of new property including sale price and value of any mortgage secured upon it. This would be a matter of public record.

This discounts your details and those of your mortgage - what other details do you think might have 'been disclosed'?

I didn't own the house I used to live it - it was a temporary residency.


The bank were able to partially update my details as some documents made it to the correct address, however some went to my old address and the bank also noticed that some may have went to a third address with a slightly different address (this was a clerical error)

18cc

All banks give verbal apologies - I don't know any that use pictures, or semaphore or anything like that

eskbanker

18cc wrote: »

All banks give verbal apologies - I don't know any that use pictures, or semaphore or anything like that

OP is hoping for some pictures of the Queen....

Flobberchops

Well, did you give your bank your correct address details as soon as you'd moved? (Not clear from the above). If you hadn't given an explicit instruction or were slow in updating your details then I'm afraid that's your fault.

If it was a bank error then you'd have more of a claim. However as you clearly haven't been directly financially impacted it would fall to you to demonstrate that a verbal apology isn't sufficient. The way I see it, if you really don't trust this bank to hold your money and personal information, you should be looking to change banks, not angling for compensation.

Shakin_Steve

I had similar to this with my bank. Our mortgage is with our bank and, when we moved, I went into the banking app and updated our address in the personal details section. The change was accepted. When we received our redirected mail it had our old address on it. I phoned the bank only to be told the same as above, I should have rung them and told them about the change of address.
The mail in question was this forums old favourite.......a chequebook.

Malchester

The answer is YES

callyw

A verbal apology can be enough - but only if you confirm explicitly that you are happy that your complaint has been resolved. This is in line with the informal resolution business day + 3 process introduced by the FCA in recent years.

If you are not happy with the verbal resolution offered then you should ask for your complaint to be investigated in full. You can do this by telephone or in writing. The business has 8 weeks to resolve your complaint and send you a final response detailing the outcome of their investigation. If you are not happy with the final response or if they do not respond in time, you will then have the right to refer your complaint to the financial ombudsman service.

In terms of compensation that should be offered in the event that an error is identified, it really does vary based on the impact that the error had on you. You may find it helpful to look at the following link: financial-ombudsman.org.uk/publications/technical_notes/non-financial-loss-compensation.html (sorry couldn't actually make it a link as I apparently don't have enough posts)

There are some case studies relating to using an incorrect correspondence address, showing how the same error can affect consumers differently. You will also see a breakdown of their suggestions of compensation for mild, moderate, severe levels of impact.

Hope this helps.

stclair

Sometimes you have to notify different parts of the bank.

Example if you change your address for your current and savings account with RBS it won’t update your credit card as it’s on a different system.

PeacefulWaters

stclair wrote: »

Sometimes you have to notify different parts of the bank.

Example if you change your address for your current and savings account with RBS it won’t update your credit card as it’s on a different system.

That, in this age of technological achievement, is pathetic from RBS.

Flobberchops

PeacefulWaters wrote: »

That, in this age of technological achievement, is pathetic from RBS.

Not a great experience for the customer, sure, but I believe that's more a symptom of different departments under the same broad banking umbrella than wilful user-unfriendliness. It's fairly standard in banking that your current and savings accounts details will be held on one system, the credit card on another, mortgage on yet another, sharedealing account on a different one, and so on. It would be nice if more unification could exist but with recent ringfencing legislation that's probably even more difficult now than before. Probably the best a bank can do under the circumstances is to remind the customer to check their details with all sub-departments each time they change.