monkey_uk Vs First Direct ::: Settled IN FULL £2235.50 12/05/06

[monkey_uk]

Could you please take a couple of minutes to read this and let me know if it is ok?

I am aware that I need to include my account number and address in the letter.

Thanks in advance.

Please supply me with a complete list of transactions and charges relating to my bank account since the date that I started banking with First Direct (4th September 2002). This includes a list of what the charges were in monetary terms, what the charge was for, and the amount involved (i.e. £10 charge for return of a Direct Debit that was for £23.99). Alternatively a complete set of bank statements for that period will also be acceptable.

I also request that you furnish me with information pertaining to the numerous changes in my overdraft limit. I require a list of the dates that my limit was changed and what it was changed from and to. Again, this is from the date above, to the present day.

Additionally where there has been any event in my account history over this period which has required manual intervention by any member of your staff or any other person, I require disclosure of any indication or notes which have either caused or resulted in that manual intervention or other evidence of that manual intervention in relation to my banking business with you.

As per my conversation with a telephone advisor from First Direct; “Abi Charlesworth” (extension number 21733) of Sunday 12th March 2006, at around 1710hrs, I understand that there is a £10.00 fee payable for this request. Abi has informed me that this will be debited to my account. I give my full consent and agreement to this.

You are kindly reminded that transactional and statement information is covered by the Data Protection Act as has been in court (Durant Vs Financial Services Authority – 2003).

If you are unable to supply data relating to manual intervention because there has been no such manual intervention then please be kind as to confirm this in your response to this request.

You have 40 days in which to comply

[Bookworm]

Nice.

Don't forget to add "Data Protection Act Request" in big letters at the beginning of the letter, just in case there's any doubt that it's what you're asking for! I know it's obvious from the contents of your letter, but dont over-estimate the intelligence of the people at the receiving end!

[monkey_uk]

Originally Posted by Bookworm010363

Nice.

Don't forget to add "Data Protection Act Request" in big letters at the beginning of the letter, just in case there's any doubt that it's what you're asking for! I know it's obvious from the contents of your letter, but dont over-estimate the intelligence of the people at the receiving end!

Yup, I have done.

[monkey_uk]

So everyone thinks this sounds ok then do they?

[monkey_uk]

Right, I hope it was ok, because I've just sent it.

[monkey_uk]

I feel better already!

[monkey_uk]

Received a reply today:

Dear Monkey,

request for information

Thank you for your request for a copy of some of your personal data. This was accepted for processing on 14 March 2006.

The charges information that you have specifically requested is contained within the accounts' statements. I will arrange to provice you with copies of your accounts statements, as detailed in your letter. The bank only retains information of this nature for six years. I beleive the information regarding manual intervention can be found in Reference Book and Martini Note, and I will provide you with copies of these notes. Should you requires additional information please contact me as soon as possible to discuss your exact requirements.

As you are aware, under the terms of the Data Protection Act we must respond within 40 days from receipt of your application.

The data will be forwarded to you by courier and your signature will be required by the courier to acknowledge receipt.

If you require any further guidance regarding your data, please telephone me on the above number extension 66787. My office hours are Monday to Friday 9.00am to 3.00pm.

Yours sincerely

<proper handwritten not printed signature>

Lind Young
Data Security Manager

Thoughts please?

[BankFodder]

Reference Book and Martini Note

What's that?

[monkey_uk]

Originally Posted by BankFodder

What's that?

I quoted the letter word for word Bankfodder, so your guess is as good as mine. Presumably, that is their name for the systems they use??

[monkey_uk]

I have received the details that I requested. Delivered by DHL at 0650hrs this morning).

Complete statement set, and system notes.

I'm, just calculating the fee's now.

Very interesting quote from their notes on my account (quoted word for word):

First Direct said:

Customer advised he has some cheques that will possibly present to account before salary. These cheques are £7.50 each and are used for getting travel to work. Customer advised if possible not to return cheques. Advised customer no guarantee as system can return".

This surely demonstrates that there is no manual intervention with regards to unpaid cheques, doesn't it??

[Spiceskull]

Very interesting all round - did they say why they were using a courier? Perhaps there was some phrase in your original letter that implied a 'sit up and listen' approach, or have you given them a good kicking in the past?

Additionally, the note about "customer requests non-cancellation" does imply automation, but also their apparent inability to intervene. After all, it is clear that you explained something to them, and their internal processes prevented them from treating the request 'on it's own merits...' - or even with due consideration and sympathy.

[monkey_uk]

Originally Posted by Spiceskull

Very interesting all round - did they say why they were using a courier? Perhaps there was some phrase in your original letter that implied a 'sit up and listen' approach, or have you given them a good kicking in the past?

Additionally, the note about "customer requests non-cancellation" does imply automation, but also their apparent inability to intervene. After all, it is clear that you explained something to them, and their internal processes prevented them from treating the request 'on it's own merits...' - or even with due consideration and sympathy.

Exactly. The worst thing is, they're actually a really good bank IMHO when it comes to service. They've only let me down on a handful of occasions (i.e they couldn't or wouldn't do something which I asked of them). It's just the charges, I've now got a figure....

[monkey_uk]

Total figure is £1759 (that is WITHOUT debit interest, or the 8% interest permissable by court)

Minus 2xFee refunds, one for £75.00 and theother for £5.00

Grand Total = £1679.00

[monkey_uk]

title change.

Edit: It didn't work.

[vix2000]

It will be interesting to see if you get the 3 x '10 working days' letters, followed by the
'We do not agree these charges are unreasonable' letter,
as my daughter and mondeo recieved.
Or if they just refund like they did edinburgheire.
GOOD LUCK!!!!!!

[monkey_uk]

Hi Vix, yes, I've read edinburgwhatever his name is' thread, and yours and mondeo's too.

We'll wait and see, but they'll be getting only 2x14 days from me (14 days for prelim letter, and 14 for LBA).

I hope they just roll over and pay it, I don't want it go to court as I'll have trouble scraping together the £100+ quid to begin the proceedings.

Ideal scenario (other than them settling in full) will be that they'll refund a few hundred quid as goodwill, and then I'll have the cash to take them to court. Otherwise it'll be a little while before I can take them to court I think.