Where Can I Complain About Natwest Bank?

natweststaffmember

Well, if your wife was checking her account online, as seems to be indicated above, I am surprised she never mentioned anything to you. However, have you seen the forum "Reclaim Bank and Credit Card charges forum"?
The current OFT test case DOES NOT include Credit Card Claims which are fair game. Not for the £12 but for the lot. The OFT do not make the Law so there £12 cap is not applicable to court proceedings.


I would suggest first of all that the amount is now in dispute and a letter is required to be sent. I would make sure that you write to the DCA stating that asking that all correspondence is in writing. No Phone Calls.
You need to send NatWest a Subject Access Request which will start the ball rolling.

hersh_2

NO, on my wife's online account it still shows as gone to the credit card! And its debits 30 and 40 subsequently, so how would we know its not!
And ya point takedn I m not after £12 reunds from the credit card, but i m blaming the bank for all the trouble and stress. The last time i talked with DCA, I couldn't sleep all night.
Thx a lot for your reply and I'd take the action you have suggested.

natweststaffmember

Well, then your wife's bank need to investigate where the money has gone to. The £70 is either with NatWest Credit Card or it is not. The bank your wife is with NEEDS to do a trace on those two payments. IF and I say IF the payments are found to have gone to the credit card then YOU can then deal first of all with NatWest Customer Relations Unit and once that has been done, Financial Ombudsman Service.

Hersh, YOU NEED TO GET YOUR WIFE TO GET HER BANK TO DO A TRACE ON THOSE FUNDS ASAP.
She needs Account Number and Sort Code and narrative that was sent. That info then needs to go to NatWest to refund amounts added as a result of missed payments.
You will need to do this and then once it is resolved, deal with Customer Relations Unit but you need to quantify the hassle and worry because of the error is proven.(I am saying proven because your wife needs a trace on the payment as to where it has gone and/or where it is NOW)

hersh_2

Well, as I said on our visit to the bank that they quietly transefferd the money to the intended payee, without disclosing where the money been upto now. We are not even sure whether they found the original money, or, just paid from their own pocket realising the error. Is the bank liable to inform us exactly what and why that happened?
You say, 'quantify the hassle and worry', whats the figure we can expect to be offered by them?

natweststaffmember

Then if they found the money they are duty bound to refund the amounts taken since as it was BANK ERROR. And forget sending or handing a letter into the branch because that will be fruitless. Deal with Customer Relations only.

hersh_2

Thx mate. I have found this address for Cust Rel:

NatWest Customer Relations
FREEPOST NAT12685
BOREHAMWOOD
WD6 1BR

Should I be using any template for the complaint? Or, just describe the problem and state wht I would accept as a solution. I am not sure what can I get in terms of compensation for the trouble. Would need some advice.

RayWolfe

I think you need to forget about compensation and concentrate on getting the situation put right (assuming there was a wrong) and getting restoration of any actual costs to which you have been subject.

hersh_2

Thx Ray. But what about the problems I have been through because of banks' mistake ? ( which has been accepted by them). For example, I missed my credit card payments twice, while I had a repayment plan in place, consequently I was passed on to DCA. The DCA stressed me out horribly, plus demanding 3 times the monthly payment I agreed with the credit card in repayment plan.
As the other poster has suggested, I have to quantify the stress and hassle the bank has put me to, and ofcourse put the situation to as it was before the incident.

natweststaffmember

they have to put you back in the position had it not happened. It is difficult to quantify stress but an amount that would perhaps pay for an evening out with the wife may be a suitable figure. How much would a dinner for 2 at a restaurant be?

hersh_2

Thx mate I'd get in touch with them and put the ball in their court first, expressing my disatisfaction strongly and expectations regarding the goodwill gesture from them.

Well, dinner with wife would depend where we go out to!