Apologies, there was a delay in sending my LBA as I had much going on. Sent LBA yesterday 6 August and was received today by Smile.

Has anyone been successful at LBA stage? Hoping it doesn't go further but looks like it might.

I am sending LBA today by recorded delivery 1st class 8) as I have not heard anything from Smile since I gave them 14 days to pay back my charges.

Hi,

Will carry on and see what happens with LBA but probably not have any luck:(

Deadline is today and no money in my account yet so LBA next

This secure message just received,

Hello Ms *****

I'm sorry you're not happy with us at the moment. We do aim to resolve all complaints as quickly as we can. However, due to the large volume of requests such as this, it can take a little longer than we would like.

As per our complaints procedure, we will update you if we can't resolve it within 4 weeks and then we have a further 4 weeks, which is in line with the Financial Services Authority.

Thanks

Jayne

PS. What do I do now?

After sending a secure message and calling Smile and telling them they have 14 days to refund my charges, I received two secure messages and a letter saying it will take 4 or 8 weeks.

Jamjaruk,

It is best to send it by post as they will probably ask you to agree to a £10 fee when you send a secure message. I did both secure message and recorded deilvery. Received it 14 days later.

Got a letter from smile too. a holiday to South Africa would be nice lol

Next message from Smile:

Hello Ms *****

I'm sorry that you are unhappy with the 8 weeks we may need to fully investigate your complaint.

smile consider any sign of disatisfaction as a complaint and therefore it must follow our complaints procedure.

Thanks

Jackie

I have told them that it is not a complaint and they got until 26 July.

Received this secure message from Smile today.

Hello Ms *****

Thanks for letting me know about your problem. I'm really sorry to hear you've had trouble with charges on your account.

This is just to say I'll be looking into your complaint and I'll get back to you as soon as I can with a full response. Please be aware this may take upto 4 weeks in line with the Financial Services Authority regulations, although we aim to respond much faster.

Thanks again

Jackie Burgess

Thanks Sea-sidelady, much appreciated:)

Yey lol might have double celebrations then !!!

Yeah will do with £10 cheque and thanks again, ur a star!

Hi Tilly49, thanks for the quick reply. I will do that, hopefully send it off tomorrow.

I had an account with Halifax for about 4 years but closed it and moved to Smile in October 2005. I was very unhappy with their charges then and hence I closed my account. Now it's time to get my money back I reckon. I am currently waiting for Smile to pay up and they have 13 days and counting. I am currently getting letter ready for my SAR to Halifax and will keep you posted. Should I send it to Trinity Road or Leeds?

Sent letter by recorded delivery and secure message asking for my money back 11th July. Will start my 14 days count from the 12th July, does that include weekends, does anyone know please?

AlexTEH,

When you have sent the SAR give it 3 days and then call them instead of writing a secure message, it worked for me. Be polite and just ask them to confirm that they have received it and also I asked them to confirm it by secure message, mine was confirmed the same day. Now I have the list of charges I am going to ask for my money back by secure message and recorded delivery post and see what happens.

I just received my list of charges after 14 days. Smile received my SAR and £10 cheque on the 27th June. Good luck!

Yey, just received a list of all charges, all added up and everything. The sum of £1185 and that's only commission and fees I am claiming back lol Now for the next kind letter to smile asking for it back.

Thanks everyone, hopefully get good news soon.

Just checked my online secure messages and my SAR was actually actioned on the 27th June so even better news. Now 33 days and counting yey!

Called Smile today to confirm that my SAR and cheque have been recieved. It was confirmed and I asked the person I spoke to to confirm it by secure message so I suppose that it a result. 40 days and counting from 3 July 2007. Will update when I receive the info.

I just realised I haven't sent the SAR and cheque by recorded delivery and so can't prove postage. Hope Smile don't say they haven't received it. Silly me!