Thread: 1st letter for request sent

Welcome!

I don't think I would have sent my first letter by e-mail. You may have been better sending it by recorded delivery - to ensure they received it. They could just say they didn't get any e-mail and you wouldn't have any proof - unless you kept it in your "sent mail" - but then there's no guarantee they'd open it the next day.

Give them a call to see if they received it. If not, post a copy of your letter today by recorded delivery, it will cost just under a pound. Start the clock from tomorrow, when they will have received it. 14 days.

Good luck!!!!!

Mandy x

Hi,
Thanks Mandy. I actually received a letter from them this morning, thanking me for my email & the rest was a complete cop-out. Below is a copy of the letter i received:

Dear ....,

Thank you for your email dated 1st April 2006.

I understand your comlaint to be about the level of charges on your bank account.

We're keen to deal with your concerns as quickly as possible. A customer relations manager will investigate the points you have rasied and you will receive a reply shortly, but certainly no later than 4 weeks.
You will find enclosed a copy of our leaflet, which tells you how we will handle your complaint.
Your concerns will be dealt with as quickly as possible, but to helo us deal more efficiently with your enquiry, please quote (Our ref) when writing or telephoning the number at the top of this letter.
Yours sincerely
Dawn Pugh
Senior customer relations manager.

Well, what do i do now? Do i just wait the 14 days & then send the 2nd letter to them?
Thanks
Polly x

Keep to your own timescale, not theirs. Regardless of how long they say it will take them to "investigate" your complaint - this is a ploy to buy more time. You need to be strong, and show them that you are serious about what you have written in your letter. When YOUR deadline approaches, write your second letter and mark it "letter before action" at the top. Send by rec del - and give them 14 days to cough up or it's court action. Don't write to them again after this to tell them that you're going to file a claim, just do it. You have given them sufficient time to sort it out, now you want your money back.

If it was the other way round, would they give you more time to pay your charges?

Best of luck. My LBA is going tomorrow.

x

Try maybe an online bank. First Direct or maybe a virgin account. Aren't Virgin flexible these days??? I haven't looked into it that much, but I think that might be an easier option. I have a Nat West a/c that I use solely for a small business that I run so I am probably lucky enough to be able to open another one with them as I have a good record of banking with them. (ie: I never dip into the funds!!!)

I have a Bradford & Bingley a/c I opened about 20 yrs ago. I asked about converting it into a current a/c but you can't because they're not a bank. I was a bit disappointed because they're always very friendly - but you can't arrange Direct Debits from a Building Soc a/c. I never knew that!

Let me know how you get on!