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    • Outsider_83
    • By Outsider_83 10th Jan 18, 11:43 AM
    • 163Posts
    • 21Thanks
    Is a Verbal Apology Enough
    • #1
    • 10th Jan 18, 11:43 AM
    Is a Verbal Apology Enough 10th Jan 18 at 11:43 AM
    Hi All,

    I posted this within the bank section but as it's mortgage related it maybe more appropriate here.

    I had a data protection breach last year with a bank but this is a little more complex and I was hoping for some help.

    I setup and new mortgage with my bank in 2016 and I asked the mortgage advisor if all corresponding documents from the bank could be sent to my new address (the mortgage I was setting up), I was assured by the bank employee that this had been done.

    In 2017 I realised mail of mine was being forwarded onto me from my old address and it was clear it had been opened, some of the documents were very sensitive including mortgage balance items etc. I contacted the bank several times to get this issue resolved and it was around August at which time I lodged a complaint, from then onto now the bank have denied any wrongdoing and have said that I did not follow procedures by asking in branch for my address to be changed when I should have done this by calling a specialist number. I in turn argued that I could not be expected to know of the internal procedures and when I speak to a member of staff and when I am advised something is done I have to trust them.

    After some more toing and froing the bank called me to issue a verbal apology and ask what I am seeking, I suggested some compensation, they said this was unacceptable and that all they would be offering is an apology and if I wasn't happy I would have to go to the ombudsman.

    As the bank were very adamant on this topic, I am wondering if I have a case or is the verbal apology as much as I can expect?

    Thanks in advance.
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    • gycraig
    • By gycraig 11th Jan 18, 8:15 AM
    • 434 Posts
    • 322 Thanks
    And your point is
    Originally posted by ytfcmad
    The point is that’s how the bank you have handle it, one bank giving a gogw doesn’t even slightly affect how much a completely different business does or would give in the same situation.

    If carphone warehouse failed to repair a phone and gave you 50 quid as a gesture of good will it doesn’t mean 3 network will or should do the same.
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