Mortgage - Bank Issuing Letters to Wrong Address

Cptralls

Hi All,

Today I received a phone call from my bank to advise that due to a long-term glitch, my mortgage letters etc have been issued to an incorrect address 100 miles away from me. The bank spotted this issue during a routine audit on their side and thinks that it has been going on since I took out the mortgage in 2019. I only ever received one letter from them at the time confirming that my mortgage had been set up, this was issued to the correct address. They have advised that some personal information of mine has been sent to this wrong address including my bank details, mortgage amount, property valuations, address (ironically correct within the letters) and much more. I told the bank that I was shocked at this and they asked if I wanted to do anything about it or if I was happy to close off this case? I said I would need to think about it, however, what can I do? The bank said that all they could offer was to correct my address on their system and issue a written apology, they also asked me to audit my personal information to ensure it had not been violated. Should the bank be offering more or is this all they can do? 

[Deleted User]

You might get a few quid in a goodwill gesture of if you really think it's necessary to push it further, but they're certainly not obliged to.

jkrbec

if you raise an official complaint they should offer something, it will take upto 8 weeks for a response and if you’re not happy then you could take it to the ombudsman.

HSBC failed to remove a default on time for me, and then messed up again with it and they gave me £500 and I was no longer a customer at the time so it’s worth raising a complaint imo.

Cptralls

Deleted_User said:

You might get a few quid in a goodwill gesture of if you really think it's necessary to push it further, but they're certainly not obliged to.

They're calling me back tomorrow to ask if I want to pursue the issue, would £20 be a reasonable ask from me?

SpiderLegs

Why would you bother for £20?

Tell them you want to raise a complaint and then let them come up with an appropriate figure.

Cptralls

SpiderLegs said:

Why would you bother for £20?

Tell them you want to raise a complaint and then let them come up with an appropriate figure.

From what was said above, the offer amount is likely to be low. 

MovingForwards

Check your credit files and make sure everything tallies. It's possible the residents at the wrong address RTS all the post.
An apology is all it takes sometimes.
Occasionally enough to buy beer, get a takeaway or both, is fine. 

If you're happy with £20 suggest it.

user1977

I got a case of wine (without even asking for anything) from a bank because of a similar thing. But unless you can demonstrate an actual loss, I doubt there's much more you're entitled to. May be different if say your info was publicly available on a web site or something, rather than just posted to one specific address (which probably doesn't have a fraudster living at it).

ACG

How much do you get paid for 2 hours work? 
Ask for that, enough to go through your credit report to ensure everything is ok. 

Cptralls

The bank contacted me to advise that whilst there is some evidence that my letter has been intercepted via a third party, there is no conclusive proof anything ill happened. They advised that a letter had been returned from the incorrect address opened but it was accompanied by a note advising "opened in error assuming it was for me and now returned in the post". Therefore the bank has concluded that they have done no wrong and won't be offering anything above the standard apology. 

ACG

I think that is reasonable personally. 
Mistakes happen, they have told you about it and apologised.