2month limbo of transferring Cash ISA

Doctor_Who

auser99 said:

ForumUser7 said:

auser99 said:

Still struggling to get this through, almost 3months on now!

Have raised a complaint with the "new" bank, and had a letter from them to acknowledge it, but no idea how long that'll take.
A fair few back and forths with their customer services who will always look into it, and let me know when some other team has done some particular step.

But it seems hard to get someone to send a letter to another bank.

Of course what was a top rate for the ISA back then isn't now, but as it's been a long haul to this point it's like a game of principle now.

Sorry to hear this.

Did you log a complaint with both NS&I and Shawbrook individually, or only Shawbrook?

Complaints can take up to 8 weeks, but 35 days for payment services. I don't know if ISA transfers fall under the latter though.

After the 8 weeks has passed, you can refer to the FOS. You will have to refer both cases individually, but you could request they were both looked at by the same investigator (and then potentially ombudsman). Hopefully the FOS would try to facilitate this request.

Only with Shawbrook, because as far as I can see or am at least told NS@I simply haven;t received anything. And Shawbrook have never categorically said "we've 100% sent the form".
Re-reading the response to the complaint apparently they try and resolve in 4 weeks, so we're 2 weeks in. So will see what happens.
What a carry on!

I know it doesn't help, but you're not alone! My brother had major issues with a cash ISA transfer.....forms going missing, staff 'interpreting' things incorrectly etc etc, it was a complete 'comedy of errors'! He made formal complaints and then raised a FOS complaint. It all got sorted in the end, with compensation. The whole cash ISA transfer setup seems to be completely antiquated with 'wet signatures' on pieces of paper often required!

auser99

Thanks both.
I'm a bit of a relentless details guy so they definitely won't get away with me just letting it go.

I suppose I'm slightly wary of logging a NS@I complaint until Shawbrook have confirmed that they've done all they can.
It's quite hard to argue with someone saying they simply don't have the paperwork. Whereas I have Shawbrook's confirmation of initial receipt and countless mails about how they'll pursue it, which I expect has been lost between departments as a zero priority case.

auser99

Had a letter 3 weeks ago saying they were looking into the complaint

Then a few days ago £50 showed up in my nominated account without any word.
I  must admit it took me a bit of trawling through letters to work out it related to this, as there was no bank name or "compensation" or any key words.

But seeing another thread, someone else mentioned £50 from Shawbrook, so it's clearly a standard amount. 
Hopefully at some point they might get the actual ISA transferred, 3months on 

auser99

ForumUser7 said:

auser99 said:

ForumUser7 said:

auser99 said:

Still struggling to get this through, almost 3months on now!

Have raised a complaint with the "new" bank, and had a letter from them to acknowledge it, but no idea how long that'll take.
A fair few back and forths with their customer services who will always look into it, and let me know when some other team has done some particular step.

But it seems hard to get someone to send a letter to another bank.

Of course what was a top rate for the ISA back then isn't now, but as it's been a long haul to this point it's like a game of principle now.

Sorry to hear this.

Did you log a complaint with both NS&I and Shawbrook individually, or only Shawbrook?

Complaints can take up to 8 weeks, but 35 days for payment services. I don't know if ISA transfers fall under the latter though.

After the 8 weeks has passed, you can refer to the FOS. You will have to refer both cases individually, but you could request they were both looked at by the same investigator (and then potentially ombudsman). Hopefully the FOS would try to facilitate this request.

Only with Shawbrook, because as far as I can see or am at least told NS@I simply haven;t received anything. And Shawbrook have never categorically said "we've 100% sent the form".
Re-reading the response to the complaint apparently they try and resolve in 4 weeks, so we're 2 weeks in. So will see what happens.
What a carry on!

NS&I is notorious for being slow to process paperwork - it feels possible that they literally just haven't registered they've received it, although this isn't certain. Up to you, but I would personally log a complaint with both to get the ball rolling for any potential ombudsman referral.

Shawbrook may aim to resolve in 4 weeks, but they probably have up to 8 to actually resolve it. It'll just be some kind of internal aim. Hopefully they meet it for you!

Good luck, and let us know when you get sorted, hopefully soon 

Almost there.... £50 compensation, letter of apology, that relives the pain of 6 or 7 different dates of my chase ups (!), . They admit they should have followed it up, but state they did send it day 1. In Mid April.
Most importantly they say they'll add the interest as of that date, so no missing out.

NSI account shows the money has gone, so it's how quickly it finds its way to Shawbrook now.
I have a vision of the cheque just floating around in some reandom sorting office somewhere. But if I've heard nothing by say a week or 2 into August we start the chase up wagon up in earnest again!