Thread: vervegirl vs A & L

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Have a good read of all our threads it will help you know what to expect


jansus

"Dear

Thank you for contacting us regarding fees which you feel were unfairly debited to your account.

While I understand your concerns, please be assured our fees are reasonable and competitive with those made by other financial organisations.

The Office of Fair Trading (OFT) has commented that they consider the level of late payment fees to be unfair, however, they were actually referring to late payment fees for credit card payments, which are quite distinct from a bank’s fees on current accounts.

Discussions are ongoing between the banks and the OFT regarding current accounts and once the outcome is known, Alliance & Leicester will review its position as appropriate.

As well as making our customers aware of our fees when opening accounts, we also continue to do so through our website, our branches, by telephone and on the back of statements. In view of this, I do not feel that you have been unfairly charged and regret that I cannot agree to refund your fees.

I enclose a copy of our complaints leaflet which explains the steps we take to deal with complaints and what to do if you are unhappy with any aspect of our response. If you have any further enquiries regarding your account, our Customer Service telephone number is shown above.

Yours sincerely,


J Doyle
Customer Services"


Needless to say, I shall proceed with the claim. I understand that this is a standard letter and wondered if anyone could advise me whether I should refer to it in my response to them. Incidentally, there were two copies of the letter as I had two accounts with them but they hadn't included their complaints leaflet in either of them!