I raised a complaint with my bank regarding charges to my account two months ago - never recieved any response or acknowledgement until I got a "survey" call the other day
Anyway, rang the complaints dept, who apparently had tried to contact my mobile (with a permanent voicemail) AND written to me (yeah, right ;-) ) Apparently, they had no records of me telling them (several) times of my loss of employment and subsequent financial difficulties. However, with this information, the person stated they would get the department to "look again".
Anyway, phone call came (and letter today to back up) and they have refunded £32 as gesture of goodwill (as always) but will not refund anymore. The charges started to accrue after losing my job due to lack of income, however I was managing after the first month to put enough money in to cover outgoings - but couldnt put enough in to cover the charges - had the bank refunded these first set of charges, I would not have incurred the rest!
The bank have stated this is their final response and the usual rights. I am still awaiting a copy of the original letter they claim to have sent.
I will be making a complaint to FOS once I have all the correspondence (and am trying to get a copy of charges/statements).
My question is, as I believe the bank has failed to acknowledge a customer in financial difficulties and is in breach of Secton 9 of the Lending Code, would it be worthwile copying the OFT into any complaint I make to FOS (which is what I plan to do).
Anyway, rang the complaints dept, who apparently had tried to contact my mobile (with a permanent voicemail) AND written to me (yeah, right ;-) ) Apparently, they had no records of me telling them (several) times of my loss of employment and subsequent financial difficulties. However, with this information, the person stated they would get the department to "look again".
Anyway, phone call came (and letter today to back up) and they have refunded £32 as gesture of goodwill (as always) but will not refund anymore. The charges started to accrue after losing my job due to lack of income, however I was managing after the first month to put enough money in to cover outgoings - but couldnt put enough in to cover the charges - had the bank refunded these first set of charges, I would not have incurred the rest!
The bank have stated this is their final response and the usual rights. I am still awaiting a copy of the original letter they claim to have sent.
I will be making a complaint to FOS once I have all the correspondence (and am trying to get a copy of charges/statements).
My question is, as I believe the bank has failed to acknowledge a customer in financial difficulties and is in breach of Secton 9 of the Lending Code, would it be worthwile copying the OFT into any complaint I make to FOS (which is what I plan to do).
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