Hey Everyone If you're claiming with both The Co-operative Bank & smile, no need to do two seperate claims! Customer Care is a shared function within the bank, being the ultimate escalation point of all complaints, even if you're only complaining about a smile account! All Co-op & smile Subject Access Requests are completed by Customer Care in Balloon Street, so it makes no difference. They don't distinguish between it being a smile account or a Co-op account. Save yourself time (as I did) and effort and combine your Suject Access Request, Prelim letter, LBA, court action etc. Killing two "banks" with one stone! ***Friendly tip over Rob.

WooHoo!! Settled in full on 09/01/07 £594.00.

All going well so far. I've just sent my LBA out to them today giving them another two weeks. So far I've had the usual Customer Care holding letter after sending my prelim letter out - duely ignored! Roll on 16th January!

Apologies in advance everyone... but this is a long one! I had a problem earlier on in the year whereby a two standing order went out a day before my salary arrived in my bank account with Nationwide. I spoke to them in late August / early September and they argreed to nil the two charges of £30 (£60 in total). After returning from holiday I noticed that the charges had indeed been applied to my account, contray to their promise to nil them. I contacted them and spoke to a very rude supervisor who was trying to fob me off. Ultimately, she was exceptionally rude. Raised her voice continuously at me. Interrupted me frequetly. Advised me that no matter what I did the charges would never be refunded. She advised me they had no record of my call in early September nor any record of it on my account. I light of this they were not willing to refund the charges. In light of this I deceided to complain to Nationwide in writing about; a) Their confusing online banking service for seetting standing orders up, b)Agent not arranging refund as agreed, c) their agents apparent ability to view customer information without it being logged in a audit trail, d) the usual poor service received and waste of time dealing with them. Subsequently I produced mobile phone bills showing the date, time and duration of the calls I made to them early in September. From these they agreed to refund the charges. They received my complaint (sent special delivery next day) on 02/11/2006. They aknowledged the letter on 06/11/2006 with a holding letter. Their complaints team would not be dealing with my written complaint as the charges had been refunded. My written complaint was apparrently addressing "other issues surrounding my complaint". I was told that a manager was dealing with my complaint and that I would hear back from them. So far nothing. I believe they have now breached the FSA's regulations on complaint handling (which I believe states they must respond after 28 days from the first holding letter), even if it's just another holding letter. I guess what I'm getting at here is; - If this is a breach on their part, how does it help me - What can I do to get them in trouble about the breach - How much (if anything) is reasonable to ask in compensation I want to take this as far as I can really and I'd be grateful for any pointers. Thanks Robert