NatWest refuse to remove their hard search.

Ramon1

Thrugelmir said:

Next time think twice before starting applications. Lesson learnt. A bank isn't going to change their proccesses just for you. 

There's tell tale signs in business when a customer simply isn't worth the bother of having. 

This is same as victim blaming. Why change something that is rubbish? Just avoid it...
They will now put a false information on my credit report:  2 applications for credit which look like tey were declined (no new accounts)
Is it OK to report nonsense on peoples' files and mislead other lenders?

Jumblebumble

Ramon1 said:

Hi all.

I've been a NatWest current account customer since 2018.
In December 2020 I got an idea that it might be good to open another NatWest current account for rewards. However, I was planing to open it in 2021 after applying for another product with a different bank. Just out of curiosity, and perhaps because I had nothing better to do that December day, I decided to have a look at what the NatWest application process looks like, whether my personal details will be pre-filled, etc. OK, my details were pre-filled, I typed in some additional info about my income which has increased since 2018, clicked Next, but I did not proceed to the final stage of the application. I just cancelled it simply because, like I said, I wanted to do it after the other application in early 2021 which is more important for me.

At this point you all probably have an idea of what happened. Of course, NatWest hard searched me, even though I never proceeded to the final stage of the application. What I expect from a normal bank is collect up your info first and then run a search. I filed a complaint with NatWest and received an answer that "The application process does not necessarily start at the end when you click a complete button because it is a stage by stage process. I can confirm we’ve followed the right process and there has been no bank error. I’m sorry this is not the response you were hoping for."

I objected that this will appear on my files as "application for credit", which is not what happened. Since I never actually applied for anything, I find this nonsensical and misleading for other lenders. If I had really applied for a new product then I would have received a letter or an email informing me about the outcome of the applications. Is that correct? I haven't received anything at all! I don't know whether I was approved or declined, what my OD limit would be, or anything else. Yet NatWest are obiously insisting on keeping the "application" on my files. What's worse, it looks like it's actually 2 searches, not just 1.  If I decided to proceed to the final stage and finish the application, would that mean 3rd search or maybe even 4th search? It looks like each time you press the Next button, they run another hard search.

NatWest in their reply also said it is "clear on their website" that this will happen. But I think it is not. They gave me this link - edit, MSE system won't let me to post the link here since I'm a new member. Just google: "NatWest How we use your information". That's the page they sent me a link to.

Is any part of the website making it clear that I will be hard searched at the very beginning of the application? Is this what other banks do as well? Because I think they don't.

So I ended up with a new search(es) for literally nothing. Now it will look on my files like I have applied for credit and got rejected because there will be a hard seach without any new account opened following the search. I'm really angry about this.

They even said, I can take it to the financial ombudsman "although they hope I will not". Do you think there's any chance they will remove it?


Thanks!

Nat West hard searched me even though I am not and never have been a customer although my partner is.
They were unable to tell me why but kindly gave me £100 compo in return for my disappointment and suggestions that the ombudsman and ICO  would be interested in not getting a straight answer

finalfantasist

Ramon1 said:

finalfantasist said:

So they've made it clear you might be credit searched and as they've not said when they've not done anything wrong.

It might be less common to search earlier on in the application but you were warned, before proceeding with the application, that there might be a credit search.  Backside covered I think.

It's very vague. They "might" (or might not) do the search. It doesn't even mention the words full ckech or something similar like most other banks do.
Normally the search would be at the end of the application. Doing it at the beginning is quite non standard I think and should be mentioned.

All it takes is one line of text saying "By proceeding to the next page we will carry out full credit check".

It's not vague, it covers them if they do a search and covers them if they don't.  If they said "we will do a credit search" some idiot would probably be claiming compo for not being searched.

phillw

Jumblebumble said:
Nat West hard searched me even though I am not and never have been a customer although my partner is.

They were unable to tell me why but kindly gave me £100 compo in return for my disappointment and suggestions that the ombudsman and ICO  would be interested in not getting a straight answer

Is there a trick to getting them to hard search you, so you can receive £100?

Fighter1986

Ramon1 said:

Thrugelmir said:

Next time think twice before starting applications. Lesson learnt. A bank isn't going to change their proccesses just for you. 

There's tell tale signs in business when a customer simply isn't worth the bother of having. 

This is same as victim blaming. Why change something that is rubbish? Just avoid it...
They will now put a false information on my credit report:  2 applications for credit which look like tey were declined (no new accounts)
Is it OK to report nonsense on peoples' files and mislead other lenders?

I'm with you on this.

Two footprints for one application is definitely not acceptable and needs correcting if that is actually what has happened.  

Obtain a copy of your statutory credit report free of charge online directly from Equifax to confirm this and then include screenshots of the duplicate search in a letter of complaint to NatWest's Data Controller.

I would include in your complaint that the stage you got to in the application process didn't include your expressed consent to have a credit search performed against you as you hadn't submitted a digitally signed agreement to their terms and conditions at the point you cancelled out of it.

You have not submitted a formal application for a credit scored product with the bank and therefore the presence of a footprint on your credit file is misrepresentative, potentially defamatory.

It suggests to third parties that you have submitted an application when you hadn't.

Good luck!

Ramon1

finalfantasist said:

It's not vague, it covers them if they do a search and covers them if they don't.  If they said "we will do a credit search" some idiot would probably be claiming compo for not being searched.

Nowhere on their website is stated that their credit searching "is a step by step process" like they wrote me in the email. And performing 2 searches for 1 incomplete application is just ridiculous, if not outright moronic.

Btw, I would really like to see some idiot complaining about not being searched.

Ramon1

Fighter1986 said:

I'm with you on this.

Two footprints for one application is definitely not acceptable and needs correcting if that is actually what has happened.  

Obtain a copy of your statutory credit report free of charge online directly from Equifax to confirm this and then include screenshots of the duplicate search in a letter of complaint to NatWest's Data Controller.

I would include in your complaint that the stage you got to in the application process didn't include your expressed consent to have a credit search performed against you as you hadn't submitted a digitally signed agreement to their terms and conditions at the point you cancelled out of it.

You have not submitted a formal application for a credit scored product with the bank and therefore the presence of a footprint on your credit file is misrepresentative, potentially defamatory.

It suggests to third parties that you have submitted an application when you hadn't.

Good luck!

Thanks mate! Finally someone. I will definitely try.

Many other people here seem to side with NatWest and maybe even agree that I have applied for 2 new lines of credit and got rejected. I've always thought that the purpose of credit reports is to provide lenders with accurate informations, not to mislead them and thwart peoples' chances to obtain credit.

I'd wish more people complained about things like this, otherwise this atrocious company called NatWest will never change. A long-term loser in all customers' polls and they still don't care.

Elmer_BeFuddled

MattMattMattUK said:
One has to question if the repeated application for (lost?) lots of different credit presents a greater issue than a hard search in itself. The bank's algorithms are likely to flag up that you applied for and opened two new credit accounts, on top of what you would have had before. Further applications, especially in the current economic climate would be indicative of someone struggling financially. It also seems very odd that you are so desperate to amass so much available credit. 

At the same time, applying for a current A/C, unless asking for an O/D does not mean you are applying for credit (in my eyes). Just somewhere else to store your money.
So why does applying for a new bank account (sans O/D) mean you are desperate for credit? Might just mean I'm getting highly excited over the chance off putting £1k in a related 0.1% interest A/C? (Sad, I know!!)
Just a thought  

MalMonroe

Ramon1 said:

Fighter1986 said:

I'm with you on this.

Two footprints for one application is definitely not acceptable and needs correcting if that is actually what has happened.  

Obtain a copy of your statutory credit report free of charge online directly from Equifax to confirm this and then include screenshots of the duplicate search in a letter of complaint to NatWest's Data Controller.

I would include in your complaint that the stage you got to in the application process didn't include your expressed consent to have a credit search performed against you as you hadn't submitted a digitally signed agreement to their terms and conditions at the point you cancelled out of it.

You have not submitted a formal application for a credit scored product with the bank and therefore the presence of a footprint on your credit file is misrepresentative, potentially defamatory.

It suggests to third parties that you have submitted an application when you hadn't.

Good luck!

Thanks mate! Finally someone. I will definitely try.

Many other people here seem to side with NatWest and maybe even agree that I have applied for 2 new lines of credit and got rejected. I've always thought that the purpose of credit reports is to provide lenders with accurate informations, not to mislead them and thwart peoples' chances to obtain credit.

I'd wish more people complained about things like this, otherwise this atrocious company called NatWest will never change. A long-term loser in all customers' polls and they still don't care.

I agree with you, if that's any good. I'm in the process of complaining officially to a credit card company who has placed a hard search on my credit file after allowing me to do a soft search then telling me 'it's a yes from us!" and even going so far as to send me an official, signed credit agreement, outlining all the T&Cs. When I pressed the 'apply now' button on the info they'd sent me, they said they'd have to get back to me.

I honestly didn't think here would be a problem as I'd had two cards with them in the past. When I closed my last credit card account with them a couple of years ago, they said they were sorry to lose me, hoped I'd hurry back.

But . . .  following my latest application, a few days later, hey bingo I get a rejection in the post. If they had not sent the credit agreement, together with 'it's a yes!' notification by email I would never have applied. I don't think that credit card companies should be allowed to operate in this way so I've complained officially to them, the Financial Ombudsman and the Financial Conduct Authority, for good measure. Fortunately, I kept screenshot copies of the credit agreement between us.

I want the hard search removing (it stays for twelve months, not 'a few' as someone has mentioned) because I don't want to appear 'credit hungry' when I apply for another credit card. 

What I'd recommend is sending them your complaint in letter format. It's more formal and even if nobody's in their offices, it's an official record of your displeasure. You can send a copy by email as well but I've sent one via 'Royal Mail signed for' and have received notification that it's been signed for.

There are always naysayers on this site, sadly. Take no notice. There have been occasions when I've asked for hard searches to be removed and I have been successful. I've also asked and been unsuccessful but it's always worth trying and in your case, it seems you have been misled. I believe I have too. Good luck to us both!

[Deleted User]

The odd search for finance has little to no impact on any future rating, particularly at the moment there are many more important reasons as to why you might get credit declined, not because you applied for a current account.