Hi, I have just settled in full with RBOS. Never received a letter, it being the offer letter, until 7 weeks after my initial prelim letter. They said they sent a letter to acknowledge my claim 3 and 1/2 after my prelim but i never received it (this happened to a lot of people ). It's really up to you what action you now take. Whether it be court, a further letter or a quick call to check if they have received your letters. superward

UPDATE : Received a letter this morning from RBS settling in full. Usual standard letter but settling for the full amount. A. WOO. HOO. :D !!! Thanks to everybody for their help and especially T4FF, Dangler8 and Styx! A wee break while I move flat and then onwards to claim against my, now closed, RBS credit card and Barclaycard accounts:roll: !

Thanks dangler8! Good times will prevail I am sure

Well, first point of call would be the branch again. Give them a chance to try a sort the situation out. If they can't, won't or don't give you a satisfactory response the they will "stalemate" your complaint. It then moves to the next stage which is then making an official complaint (the numbers and address for the CRU unit are stickied on the Contacts section in this thread - it's the same place all the charges comlaints go to) The search can be removed from your credit file but it is RBS who need to instruct Experian and the other agencies to do it. They won't have a problem doing this if they accept they were in the wrong. The fact that somebody did this without you knowing is another matter - it would be your call how you want to deal with that side of the complaint. gizmo111 - I think somebody would do this to help them in their credit card sales targets unfortunately. From what I know about RBS branches, through working there in the past and knowing people working there now, it's more about sales than service. RBS aren't alone though, most banks are the same.

Hi Serable, Maybe a little call to the CRU unit or an email would be worthwhile if your worried but I am sure your letter would get to the correct place in Edinburgh. I sent all mine through my local branch. My initial letter (prelim) was received by RBS on the 14th March. So, I am only a couple of days ahead of you. Don't worry about not getting a reply to any letter - I didnt either. Although they did say they sent an acknowledgement on 6th April ( ) Sandy Watt assured me in an email yesterday that I would receive an offer before the 56 day FSA deadline which is the 9th May. According to a CRU worker over the phone RBS usually send an offer in the 7th week so I would expect like dangler8 said you should receive a letter next week hopefully. superward

UPDATE : Email from the infamous Sandy Watt today confirming I will have an offer before the 9th MAy deadline.

Fantastic news Dangler8! Victory! I emailed Sandy about mine today and she said an offer will be with before the 9th May 56 day deadline. Fingers crossed and all that. Enjoy your money!

Following Dangler8's lead (we started around the same time) I phoned CRU today to see if I could find out anything. Wasn't as lucky as him in getting told an offer was on it's way. Which is odd considering we both started a few days apart. Anway.... Spoke to someone, who to be honest was not that helpful and was rhyming off the usual patter till they realised I had half an idea about what I was doing and talking about. They first of all said that the timescales because of the backlog is that offer letters are sent out 8 weeks after they send you the original acknowledgement letter( )...I mentioned the FOS guideline...she put me on hold...and came back to say that as a rough estimate I should be receiving an offer on the week starting 14th May..which would be 9 weeks from the day they received my original letter and 6 weeks from when they sent me the acknowledgement In conclusion I am not much further in the know

Good news though in that an offer has been sent out though eh? I think anyway! Just have to wait to see if it matches your expectations. I may give them a little call tomorrow myself...! My girlfriend works for RBS (she has nothing to do with the charges dept before anybody asks!) and apparently a lot of letters are "sent out but go missing" according to customers she speaks to on a daily basis. Whether they are sent out or not...or down the back of Tommy or Sandy's sofa is a matter of opinion

Couple of things here... The woman you spoke to got wrong the fact that it is 8 weeks since the day they received your initial complaint letter not from when they sent you an acknowledgement. That is straight from the FOS website. They also can't close a complaint case just because you go to court about it. Maybe she was having an off day...:o I agree with T4FF as they are so inundated with complaints now that a little bit of leeway, another letter, could save you a lot of time and effort in the long run. superward

Hi Styx, I might just do that, can't hurt, and if it brought you success it's worth a try. Tomorrow will be 6 weeks from the day they received the Prelim complaint letter. What I might do is bang off an email/letter tomorrow to them reminding them they have 2 weeks before the 8 week deadline strikes and I complain to the FOS. I am sure it won't come to that thought...haha. superward

Okay fellow Scots. I am getting ready for the next step of complaining to the FOS. But...is the timescale to complain 8 weeks from your original prelim letter if you haven't received a satisfactory answer or is it 8 weeks from their last correspondance? EDIT - Found out the answer myself. It's 8 weeks from the day the received my inital complaint letter. They have till 9th May.

Final Update: Received the cheque from FD this morning in the post. 39 days from sending my first, and only, letter to getting the funds banked in my account. Onwards to my claim with the Royal Bank of Scotland (6 weeks and no reply... )

Positive thinking is the future, I've seen it! Won a cmall claim against First Direct as you might have seen in my signature on posts so it has renewed my hope!

I know what your saying T4FF. It's a difficult one because of the Small Claims limit of £750 and my claim being over that. FOS is the way to go I think. I mean they only have 3 weeks to respond now from my original complaint. Which actually isnt that long. We shall see!