Natwest step-by-step Complaints Procedure.

[banking idiot]

Hello all.

 

I am just sending out my LBA. I have included a paragraph about that they have not followed their complaints procedure and it is being sent to a free post address.

 

Step-by-step Complaints Procedure

We want to:

• Make it easy for you to raise your complaint
  
• Listen to your complaint
  
• Consider how you'd like us to remedy your complaint
  
• Make sure you're satisfied with how your complaint was handled

How and where to complain

 

In personVisit any of our branches and speak to one of our staff.

Use our Branch Locator to find your nearest branch.In writingAddress your letter to The Manager of your branch or your Relationship Manager.

Use our Branch Locator to find the address for your branch.By telephone

Use your usual number for contacting the Bank, 24 hours a day.On-line

Complete our on-line form. Please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason.

How long will it take?

 

ImmediatelyOur aim is to resolve your complaint straightaway.Two daysIf we haven't resolved your complaint within one week, we'll write to you:

1) Explain why we haven't managed to resolve your complaint

2) Tell you how long we expect to take to resolve it

3) Tell you who is dealing with your complaint

Two weeksIn most cases, we'll resolve your complaint within two weeks.

If we haven't resolved it within two weeks, we'll contact you (normally by phone) to update you.After two weeksWe'll keep you informed on a regular basis until your complaint has been resolved.

In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve.

If this is the case, your complaint may be passed to our Customer Relations Unit who will continue to try to resolve it.Eight weeksIn the unlikely event we can't reach an agreement with you by the end of eight weeks, we'll send you a 'Final Response' letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.

We'll tell you about the Financial Ombudsman Service and how to contact them about this complaint.

What if you're not happy with our response?

 

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority.

If you're not satisfied by our action or explanation your case can be reviewed at a higher level within the Bank.

Our Customer Relations Unit is a specialist team who'll investigate your complaint fully and aim to reply within two weeks. If the investigation is likely to take longer, they'll keep you fully informed.

You can write to the Customer Relations Manager (address below). Please quote your account number, branch sort code, details of your complaint and what you'd like the Bank to do to resolve it.

NatWest Customer Relations

FREEPOST NAT12685

BOREHAMWOOD

WD6 1BR

Our Customer Relations Unit number is: 0800 015 4212. (If you have speech or hearing difficulties and are a textphone user, you can call us on 0800 917 0527).

Overseas callers should dial + 00 44 20 7649 9315.

If together we can't reach agreement

 

The Bank is a member of the Financial Ombudsman Service and if we can't reach agreement with you, our Customer Relations Unit will send you a 'final response' letter. This letter will clearly set out the Bank's position in relation to your complaint.

The Financial Ombudsman Service

 

Our aim is to resolve all complaints internally. However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

You can write to them at:

The Financial Ombudsmen Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Alternatively you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman web site at www.financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

[Guest NATTIE]

still lost here

[banking idiot]

I have included the following paragraph in my LBA expressing that with this process they are breaching their own complaints proceduer:

In addition I would like to draw to your attention that you have not followed your own complaints procedure.

If we haven't resolved your complaint within one week, we'll write to you:

1) Explain why we haven't managed to resolve your complaint

2) Tell you how long we expect to take to resolve it

3) Tell you who is dealing with your complaint

In most cases, we'll resolve your complaint within two weeks.

If we haven't resolved it within two weeks, we'll contact you (normally by phone) to update you.

We'll keep you informed on a regular basis until your complaint has been resolved.

In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve.

If this is the case, your complaint may be passed to our Customer Relations Unit who will continue to try to resolve it.

These are your words not mine.

[Guest NATTIE]

your complaint will be passed to our customer relations unit. Where do the letters get sent? here is a big clue.....they are based in borehamwood and the initials are CRU. That is the advice I have given for the last month and a half. Prelim letters and LBA to Customer Relations Unit Borehamwood.

I am still lost here.

[sillymove!]

your complaint will be passed to our customer relations unit. Where do the letters get sent? here is a big clue.....they are based in borehamwood and the initials are CRU. That is the advice I have given for the last month and a half. Prelim letters and LBA to Customer Relations Unit Borehamwood.

I am still lost here.

 

Nattie

 

not sure there is really any need for the sarcasim directed at the author. Without doubt you have knowledge of the system and this letter may actully confuse or get you lost. But your response is a little patronising!

 

You need to be a touch more restrained, dont want to sound like a Customer Service Advisor, does one!!!!

[Guest NATTIE]

I have never really been worried what people do or do not think of me, period. I just do not see what the OP is suggesting that NatWest are not following complaints procedures when all the way through over the last few months there have been posts stating a response to a prelim letter is that they will respond within 10 days(a holding letter) as the OP has suggested and these responses were called "delaying tactics". Now they are being dealt with by customer relations unit they are still "delaying tactics". What more can I add? The process as set out has been followed by most people and customer relations are now dealing with all letters. If you want, I can say brilliant letter nodding like a dog, going along with the crowd, but that is not me. I call it as I see it, like it or hate it. Yes, I am sarcastic at times.

[sillymove!]

Nattie You Have missed the point of my reply!!

 

I always smile to myself when people say "this is me dont care what people think etc etc." Half expecting a blast of My Way, or I am What I am " to follow

 

My point was that the author had spent time relaying their information on their thread. Whilst this opens them up to views/thoughts/opinions etc surley it has to be constructive, blunt, direct . But constructive. Its not about being some kind of nodding dog (!), just respectful abouts someones elses expreinece

 

This process is diffcult enough without having your thoughts/expreinces almost riduclued. I guess I come from a diffrent mindest. that belives its better to say nothing at all if you cannot say anything positive. But I guess thats me, I am what I am or will do it my wayyyyyyyyyy

[Guest NATTIE]

Point taken so apologies if the OP feels offended. The quote is from the NatWest Website, if I am correct on the wording.

As I pointed out, NatWest have been following complaints procedures but on this site it has been called "delaying tactics" which on most initial posts that I have read has not been the case, athough I accept that in some cases no response is clearly not following the procedures in place.

In relation to customer relations unit, the most recent ones have shown that some letters have been written to state that the case is going to CRU. I will have a look at your thread Banking Idiot and see if in your case specifically that this has not been adherred to and will edit the bottom of this post. Then I will get my coat:D

 

Ok read the thread and within 10 working days a response was given so one aspect was not followed acknowledginging the complaint and that was by 5 days so instead a holding letter was sent.