Help With A Complaint Against My Bank

Leon_Telford

FAO Martin/Anyone who could help

I’ve just started a complaint procedure against The Royal Bank of Scotland Group with regards to a Standing Order that wasn’t set up for me despite giving the bank over 3 weeks notice.

Rather than explain the entire story again I will paste the letter I sent to the branch manager which explains what has happened –

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“Dear whom it my concern

I wish to formally make a complaint against the “service” I have received with regards to a Standing Order which wasn’t set up/paid to the CSA (Child Support Agency).

The CSA sent me a Standing Order mandate which is for £*** a month which is payable on the 25th of each month starting from the 25th of February 2008. All I simply had to do was to hand it over the counter in the branch.

Three weeks prior to the first payment coming out of my account I did this, I was ensured by the member of staff on the counter at the time (Naomi?) That it would be “set up” for me and I had to do nothing else towards it.

This morning (25h February) I logged onto the Royal Bank of Scotland’s Digital Banking service (a very good service I must add) to find out to my horror NOTHING has come out, nor is anything set up under the Standing Orders section.

I instantly rang the branch to find out the Standing Order Form was logged and scanned onto the system yet nothing was processed nor set up for me, almost like someone “forgot”, I spoke to Alison at the branch on the phone.

This service is not on, being an ex employee of RBS (I was based at *****************) I am well aware of the terms and conditions of being a member of the FSA.

I believe one, if not more of these have been broken in this incident.

My wish is for the bank to make me a gesture of goodwill and an apology in writing within 7 days from the date of this letter otherwise the FSA will be contacted and Martin Lewis’ Money Watchdog Website will be informed of my disgust at this service.

My banking will also be switched to another high street bank as the delay will set back my CSA payments and I maybe charged by them when this is clearly your mistake and not mine, I’ve wasted time while at work as well ringing the branch for this mistake which you have made.

I look forward to hearing from you within 7 days of the date of this letter and an outcome I am happy and satisfied with.”

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The *** is private information.

That was the letter I sent to the Branch Manager.

Today (26th Feb) I received a letter from the branch manager explaining what has happened and admitted they have made a mistake. They have offered to pay any charges I may get from the CSA and have offered me £25.00 for the “telephone charges” I have occurred. Also they have rearranged for the Standing Order to leave my account this Wednesday the 26th.

They have enclosed a letter for me to sign and send back if I accept there offer of “compensation”. Considering I get charged £28 each time I go over my overdraft (a very rare occurrence I may add) I think the £25.00 is an insult.

Anyways my question is shall/can I demand more in terms of compensation? Would the FSA/Financial Ombudsman rule in my favor? How much should I ask for as a full and final conclusion to this complaint? Basically I know for a fact I shouldn’t accept the first offer!

Any help/advice more than welcome J

Thanks Leon

Voyager2002

The purpose of compensation is to put you into the same position you would have been in had the problem not arisen. So you need to compute a realistic cash value for what you have suffered: charges (the bank has agreed to reimburse these); actual telephone costs; the amount of time you have spent on resolving the problem, to be charged at your usual hourly wage.

Don't expect big money. I was once stranded in Germany and had to stay in a hostel for the homeless until the local Salvation Army equivalent lent me the cost of a cheap flight home. All because a stupid clerical error by my bank meant that my credit card bill had not been paid. I eventually received about 25 pounds in compensation -- after about three months of writing, telephoning, and getting top management involved.

Mark7799

A bit of a reality check may be in order here.

The Bank have admitted a mistake. They have offered to reimburse you any costs you have incurred and make the payment (albeit one day late). They have offered to pay you a sum to reflect the inconvenience you have suffered.

What else are you expecting??? Don't expect much from the Financial Ombudsman unless you can prove you have suffered inconveniences not detailed here that the Bank has already offered to compensate you for.

(P.S. If you are going to move banks every time a mistake is made on your account, be prepared for a lot of switching;) )

Clive_Woody

Leon_Telford wrote: »

How much should I ask for as a full and final conclusion to this complaint?

How much would you be prepared to accept?

Debt_Free_Chick

Accept it. Move on.

Next time, set up the SO yourself via online banking. Easy to do and it appears "instantly" so you can check it.

jonesMUFCforever

There seems to be more than one thread on this.
I have given my advice on the banking board.