Thread: Aglaranna v NatWest ***WON***

Hi there folks, first time I've posted here.

After reading through the amazing stories on here, I finally took the bull by the horns and sent my Data Protection Act letter on 13th November, throwing myself right in at the deep end and sending it not only for our Natwest accounts, but also for my husbands now-closed Lloyds account.

The first statements received back today, were for our Natwest accounts. The joint one is only about £58 in charges and so I'm considering this almost not worthy of the time and effort, but to my shame (or is it joy since I should be able to get it all back?!), I've run up over £1,200 in charges on my personal account since it opened in 2001.

It was an Advantage Gold account until March last year, so I've had hours of fun sorting out which charges meant what exactly!

So, having now produced my schedule and prelim letter this evening, I'm actually quite excited (if a little apprehensive) about visiting the post office tomorrow to send off this letter recorded delivery. Hope to be back soon with an update.

P.S. for info, Natwest have charged me the princely sum of £5 for providing all the statements.

Ag

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Well, surprise surprise, I got home to a letter today from Stuart Higley.

I was expecting a partial offer letter.

However, I'm overwhelmed and incredibly happy to tell you that they have offerred to refund ALL charges. - all £1208

Yes that's right, after my prelim letter, they have offered me FULLY.

Obviously I want to accept, however having read through the threads on this site, I'm slightly shell-shocked as I was 100% sure they would only offer me half.

Should I accept this full offer (offered as a gesture of goodwill and without admission of liability or error)?

I can't see an immediate reason not too, but feel I should ask the question first!

Or should I hold out for the sake of 8% charges?

Thanks for the words of support. I've copied the letter below, I don't really think they could back out of it now, however I don't think I'll count this as closed until I can see that money in my account.

I will be accepting the offer today by return of post - perfect timing for Christmas, I hope!

I would like to thank everyone who contributes to this forum and site. Even though I've had a comparitively easy ride, I wouldn't have known where to start without it.

The step-by-step instructions and library of templates are superb - of course I will be making a donation (as soon as I've received the money!) and I strongly encourage anyone else who finds help here on the site to do so.

To anyone just starting a claim, I hope my experience will encourage you to have the conviction that you WILL get your money back, although perhaps not quite as quickly as I did.


For information purposes, I've typed the letter received below:

Dear Aglaranna

I am in receipt of your complaint regarding the administration charges that have been applied to your Natwest account.

NatWest prefers to resolve matters with our customers directly and, having reviewed your case, we have decided to refunda ll Unarranged Borrowing, Card Misuse, Paid Referral and Unpaid fees accrued by you over the last five years. (note: I've only had the account 5 years)

This is offered as a gesture of goodwill and without admission of liability or error. We are satisfied that our charges are fair, reasonable and transparent.

You will appreciate that these fees only occur when you borrow in excess of your agreed limits. We offer a variety of borrowing products and would recommend that you contact your branch at your earliest convenience for a borrowing review should your current arrangements be insufficient for your needs.
Additionally, we are committed to ensuring the transparency of the information that we give our customers about the operation of our products. I enclose therefore a copy of our leaflet "A guide to Personal Current Account fees and interest" for your information. (note: the charges on which are, as we all know, unlawful)

Kindly note that should you be unwilling to accept administration charges that may accrue in the future in relation to unarranged borrowing and that would be in line with our published tariff, then we may need to consider if we are prepared to continue offering you the flexibility you enjoy with your current banking facilities.

I hope that this will resolve matters to your satisfaction. The offer to refund charges of £1,208 ( hooray! ) to your account will remain available for your acceptance for one month. If you are willing to accept it in Full and final settlement of your complaint please let me know using the enclosed envelope.

Yours sincerely
(Infamous Squiggly signature)
Stuart Higley
Customer Relations

Thanks again all, I will post again once that money appears in my account.

Excellent!!

Please complete the bank survey……….and maybe a donation.

Congratulations. Enjoy the dosh!!!

Well done!

Just about to send my prelim letter £408 in charges and £286 in contractual interest @21%, so do you have the address for the nice Mr Higley is it the Borehamwood one? maybe I will send it directly to him not the Chief Exec. like I was going to!

Bicester1