RBS Credit Cards - Failure to comply with SAR

[Wheretostart]

Have sent a SAR request to RBS for my RBS credit card and Mint Credit card quite a few times now

and they have failed to comply despite me providing all the information they have asked for.

 

The last letter was sent special delivery and I have electronic confirmation that it has been delivered but still no information.

 

I have looked for the letter template to take this further could someone point me in the right direction please

[007coot]

Did you enclose the £10 fee and have they cashed it yet?

 

I'm having similar problems

[citizenB]

How did you send the fee.. by postal order or cheque ? If by cheque then of course you can confirm with your bank if htey have cashed it.

 

If by postal order, then you will need to telephone .. 01246 542091 .. you will need the receipt that you received when purchasing the postal order as there is an id reference. If they confirm the PO has been cashed, ask them to confirm in writing for you.

 

When did you send the SAR, when was it received ? they have 40 calendar days to comply.. so if you can let us know how long over this time they are, we can advise further.

[Wheretostart]

This is part of my long running fight with RBS that started back in February

They have sent me information on my loans and those have all been settled.

My Direct Line loan is currently being investigated after they finally sent me that information

The credit cards are being deliberately evasive

The original SAR request was sent back in February and the cheque was cashed back then

They originally did not forward the request to the credit card division

Then the credit cards asked for more informatio eg past addresses, date of birth etc which I had already provided to the loan division but this hadnt been forwarded

I have since sent 2 letters, the 2nd by special delivery, quoting the last 4 digits, date of birth and all my previous addresses with no response even though I pointed out to them that were in breech of the 40 day limit

I now need to take further action

[maroondevo52]

Hi,

 

There are template letters here........................

 

http://www.consumeractiongroup.co.uk/forum/content.php?593-Data-Protection-Act-Non-Compliance-Template-Letters

[Mike_hawk]

Assuming you requested data at the service address below there really is no excuse for their behaviour. I assume you've received the usual obstructive response of a requirement to send additional info to every tom dick and harry within the group?

 

I would be inclined to send them a final opportunity to resolve, e-mail is fine [saves on postal costs]. Post above courtesy of maroondevo for content.

 

Tudor, Joyce \(Retail Compliance, UK Retail\) [email protected]

Joyce Tudor 0131 626 1669 or Margaret Mackenzie 0131 6260 734

 

 

 

Registration Number: Z5619639

Date Registered: 03 August 2001 Registration Expires: 02 August 2013

 

Data Controller: THE ROYAL BANK OF SCOTLAND PLC

Address:

 

36 ST ANDREW SQUARE

EDINBURGH

MIDLOTHIAN

EH2 2YB

Other Names:

 

RBS

RBOS

ROYAL BANK

MINT

CHURCHILL

LOMBARD DIRECT

FIRST ACTIVE

LOMBARD BANKING SERVICES

DIRECT LINE

NATWEST MENTOR SERVICES

[Wheretostart]

Have telephone the numbers given above and unfortunately they do not deal with credit cards.

The only number they can give me is the 0870 number for the credit card centre but you need the credit card numbers to get past that or you just get cut off

Looks like I will have to go the court route to get them to comply

[Mike_hawk]

That's odd, the I.C.O agree that the registered office of the data controller must comply with it's duty.

 

There is only one relevant I.C.O registered address for RBoS Plc

 

Contact number at the following link, I'm sure they will advise:

 

https://www.ico.gov.uk/Global/contact_us.aspx

Edited August 13, 2012 by Mike_hawk

[Wheretostart]

Have finally managed to get through to someone in the credit card unit who confirmed that they had my letter and that the information had been sent out to my previous address despite me list ing my current address and signing the form.

He resent the information to my current address and I went to make a PPI claim

When I phoned the line they claimed that they can only send the information to the address on the account and they can not update it as the account is still active and has been sold onto a debt agency and they are the only ones who can change the address.

The credit card debt is statute barred but would be grateful for any advice on how to resolve this issue

[Mike_hawk]

So it believes its OK to send your personal data to a 3rd party address but not OK to update its records to accurately record your details?

 

I would suggest that by sending records to a previous address it is in breach of the act. You may wish to remind it of the data protection principles

 

http://www.ico.gov.uk/for_organisations/data_protection/the_guide/the_principles.aspx

 

Beyond that, the more you put up with the nonsense the longer it will delay

 

Did you call the I.C.O, have you made a complaint?

 

Why would the account be active if its statute barred and assigned to another party?

 

I think you just need to make a nuisance of yourself until it complies, Aileens back this week [RBS Group co secretary], give her a bell and ask her to sort her staff compliance issues 07748 321 155

 

Failing that try her deputy.... Gary Stewart 07826 917362

 

Probably not a good idea to tell them where you found their numbers

[Wheretostart]

Phoned Aileen today but she is still on Maternity Leave but she did give me the landline number for her deputy but unfortunately I didnt have time to phone today

[Mike_hawk]

Keep at 'em

 

I'd be inclined to follow up each and every telecon with a short e-mail setting out the points of your conversation

 

Taylor, Aileen (Group Secretary)

 

Jan Cargill on all Board and Corporate Governance matters, and Gary Stewart on all RBS Secretariat matters, at the contact details below:

 

Jan Cargill - 0131 626 3860 ([email protected])

Gary Stewart - 0131 626 3957 ([email protected])

Edited November 15, 2012 by Mike_hawk

[Wheretostart]

After my email to Stephen Hester I was contacted by someone on their Executive Concerns team who was very helpful.

He even managed to trace another credit card that I didnt know I had and they have settled that PPI claim for the sum of £248.

They also provided me with credit card statements for the card I did know about and they showd that I had paid £38 a month for payment protectiong for approximately 4 years .

I have now received a letter stating that they are rejecting this claim as this PPI was sold on a non advised basis, i distinctly remember being phoned to offer me this cover before taking it, and that they would have paid out on my PPI claim despite the fact that i was on full company sick pay at the time, which is contrary to what happened at the time I made my claim and invited me to submit a new claim.

They also stated that just because they settled one credit card doesnt mean to say they would apply same criteria to another claim

They obviously want to settle the claim I made at that time as it will be sustanially less than settling the PPI mis-selling claim.

They have left me no option but to go to FOS now and I hope they will settle in my favour but appreciate this could take some time the only consolation being that they will have to pay interest for every day they delay

Anyone else had any experience of this and can advise accordingly