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Hi all,

 

I work as a support worker to people with learnig disabilities, one of the female clients I work with has just been hit with 3x £38 charges for cheques that bounced in her new NW account. Non of these were her fault but the fault of her key worker who made an error with the account and a standing order.

 

I went into her local branch with her today to see if they would refund any or all of the charges. I thought this would be a straight forward matter and they would give her a refund, i couldn't have been more wrong, they were having none of it and told me we would have to log a complaint and if they still didn't refund the money we would have to write in to them and try again.

 

They made no allowance for her disability at all and I'm wondering now if there's any legislation that covers this? if they don't pay up our next step will be to try and get it in the press so at least others can see what a shower of ####s they are. Will post back how this pans out.

 

All the best

 

G.

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Shocking,and yet not unheard of.

But you are better to put this in writing to them,it will be evidence for you should you need to rely on it later.

I would remind them in your letter of their responsibilities under the banking code.

I can imagine the press may well be interested,but first of all you should give them an opportunity to deal with the complaint,and as stated this should be kept in writing.

Keep us informed of how they respond.

Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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Hi all,

 

I work as a support worker to people with learning disabilities, one of the female clients I work with has just been hit with 3x £38 charges for cheques that bounced in her new NW account. Non of these were her fault but the fault of her key worker who made an error with the account and a standing order.

 

I went into her local branch with her today to see if they would refund any or all of the charges. I thought this would be a straight forward matter and they would give her a refund, i couldn't have been more wrong, they were having none of it and told me we would have to log a complaint and if they still didn't refund the money we would have to write in to them and try again.

 

They made no allowance for her disability at all and I'm wondering now if there's any legislation that covers this? if they don't pay up our next step will be to try and get it in the press so at least others can see what a shower of ####s they are. Will post back how this pans out.

 

All the best

 

G.

 

I would write a letter formally to the bank and explain both the circumstances and the fact that she has a key worker responsible for her. Ask them if they would at least reconsider some of the charges in the light of the circumstances and he affect the charges have on her.

Personally I would go to customer relations since the branch have not dealt with the complaint. The definition is "any form of dissatisfaction whether justified or not". As the branch have simply said no you must take that as the branch dealing with the complaint. I would state the branch and name/description of the member of staff you spoke to who dealt with the complaint when you went in.

.

FSA Waiver on Bank Charges:http://www.fsa.gov.uk/pages/Doing/Regulated/Notify/Waiver/pdf/dir_quart_0709.pdf

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After going to her local branch we went to the main branch in Chester, the girl there logged the complaint for us and told us we would have a reply within 3 days. When I asked her if she thought £114 was a bit excessive she gave a forced smile and raised her eyebrows at me while saying there was nothing she could do. To be fair to her she was quite helpfull and gave us the full complaints procedure all the way up to the FOS. I've had charges refunded a few times before and always got them back after kicking up a bit of a fuss but NW were really playing hardball with this one.

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