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 ProcedureWe want to:
How and where to complain
- 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 long will it take?
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.
What if you're not happy with our response?
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.
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 RelationsOur 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
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.