ssmmdd vs. NatWest ###won###

[ssmmdd]

Well well well...

 

Stuart Higley has replied to me, and offered me "£2,192.00 paid directly to your account" which is the amount I put on my first letter to them. (Second amount is when they added a couple more charges on while the dispute was ongoing)

 

I'm not so fond of copying a page and a half of letter onto here, but if you would rather I did, say so and I'll do so. Or be a lazy sod and use OCR.

 

The question is, what do I do?

[hedgey06]

Sounds like you've had the bog standard "gesture of goodwill" offer from the lovely Mr. Higley! It's up to you mate, you could accept the amount outright, accept as part payment and explain you'll be pursuing them for the additional charges, or you could reject it on the basis that this isn't the full amount you're claiming. The choice............. is yours!

[ssmmdd]

By the way it's been typed, I'm not sure if I'll be allowed to 're-slap' them for future Charge, so I have typed (ok I got lazy and OCR Scanned it ) the full letter below:

 

[My Address] [NatWest Logo on right hand side]

 

19-June-2007

 

Dear [Me] #1,

 

Thank you for your recent correspondence. I am sorry that you have concerns regarding the charges that have been applied to your account.

 

We explain all of our terms & conditions including our fees and charges at account opening and they form the basis of your agreement with us. Full details are available at any time on our felsite and in our branches, and updates are sent out regularly to our customers. For your convenience, I am enclosing our current terms and conditions (including fees and charges) that apply to your account.

 

NatWest has for a number of years provided many every day banking services to customers free of charge when accounts are in credit or within a previously agreed overdraft limit. These services include access to our branch network, cheques, Direct Debits, Standing Orders, UK debit card transactions and UK ATM withdrawals. It is also important to us that our customers have every opportunity to arrange suitable borrowing facilities with us should they require extra funds whether through our branches, online or via our UK based call centres.

 

Whilst many of our services are provided without a corresponding charge, we do make charges when customers, by their actions, request an increase to or the creation of an overdraft in excess of their previously agreed limit. By reviewing such requests we provide an additional service to customers, in many instances allowing items to be paid either by creating or increasing an overdraft. These charges can be avoided entirely by arranging suitable borrowing facilities in advance.

 

For these reasons, we do not agree with the basis of your complaint. We believe that the charges we levy are far providing services and that they are not penalties or charges for default.

Furthermore we believe that these charges are fair, reasonable and transparent.

 

**Next Page**

However, having reviewed your case and as a gesture of goodwill and without admission of liability or error, in this instance we are prepared to offer the amount of £2,192.00 paid direct to your account.

 

To accept this offer in full and final settlement of your complaint please let me know by completing the attached form and returning it to us in the reply paid envelope provided. lf you would like to discuss this offer please contact the number quoted above.

 

Any charges that properly accrue in the future will be applied to your account in line with our published tariff and in accordance with your agreement with the bank. Should you be unwilling to accept any such charges, then we may need to consider if we are prepared to continue to provide you with your existing banking facilities. Instead we may offer you a simple account that does not offer borrowing facilities or other services that can result in charges. #2

 

I trust that this will resolve your complaint, however for the sake of completeness l am enclosing a leaflet explaining the options available to you should you wish to take matters further.

 

Financial Services Authority guidelines state that we can regard your complaint as closed if we do not hear from you within eight weeks of this letter. If you do need to take your complaint forward, please let me know within this time.

 

I look forward to hearing from you.

 

Yours sincerely,

 

Stuart Higley

 

[Printed Handwritten Signature]

 

Customer Relations

Notes:

 

#1 - They spelt my bloody name wrong, again!

 

#2 - So if I accepted the offer, could I sting them again if they charge me in the future?

 

Also, on the acceptance letter which I'm supposed to sign and return, they put this:

I accept your offer in full and final settlement of my complaint £1,192.00 (Advantage packaged account fees, stopped cheque fees, interest and charges refunds already applied to your account will have been excluded as appropriate).

Pardon ??

[hedgey06]

Hahahahaha!!! They're nothing if not predictable mate!

 

This is the standard "gesture of goodwill offer" - but you don't have to give them a standard acceptance of it! If you want to accept, compose your own acknowledgement letter clearly giving them your correct name (what they like!!) and explaining that you accept the offer unconditionally (i.e., get lost Higley, you're not dictating to me, but using nicer words!!).

 

The last paragraph basically means that they'll have excluded those items from your claim when working out the refund offer.

 

Hope that helps, hedgey xxx

[ssmmdd]

Cheers hedgey.

 

How does this look for a letter back to Mr. Higley:

To:

NatWest Customer Relations

National Westminister House

225 Shenley Road,

Borehamwood,

Hertfordshire.

WD6 1BR

 

Re: [Account Number]/[sort Code]

 

[My name, spelt correctly]

[My address]

 

Our Ref: [Ref]

 

Date of Offer: 19-Jun-2007

 

Today's Date: [Today's date]

 

Dear Mr. Higley,

 

[Tick Box] I accept your offer of a full settlement of my complaint of Bank Charges ONLY to the amount of £2,192.00.

 

I do NOT accept the fact that as I am against these charges you, and I quote, "may need to consider if we are prepared to continue to provide you with your existing banking facilities. Instead we may offer you a simple account that does not offer borrowing facilities or other services that can result in charges."

 

If charges were perfectly fine, why would so many people be claiming for them back? Why would you have agreed "as a gesture of goodwill" to refund almost all of my Bank Charges?

 

Also, as you should well know, the OFT has said that punitive charges by credit card companies, banks, and other consumer organisations, could be legally challenged, and should be slashed to a realistic level.

 

Last but not least, the Alliance and Leicester Bank were fined for closing someone's Account in retaliation of a Claim for Bank Charges. Surely forcing someone to have a basic Account for the same thing is just as bad as closing their Account?

 

Therefore, if you apply any more illigal (ie overpriced) Bank Charges, I will claim for them again.

 

If you close my Account, or limit it to the 'Simple Account' as I quoted above, I will complain, to the OFT if I have to.

 

I will give you 14 days to reply. If I haven't had a reply by then I will assume you don't accept what I have put here and I will continue my Claim by going to the Court.

 

Also please note that my last name has been spelt incorrectly in both letters that have been sent to my. The correct spelling is [my name].

 

Yours sincerely,

 

[My signature]

 

[My name, again spelt properly]

[Michael Browne]

Therefore, if you apply any more unlawful (ie overpriced) Bank Charges, I will claim for them again.

[ssmmdd]

I got the following letter back from Mr. Higley:

Our ref: [ref]

Your ref: [ref]

 

[My name, spelt properly! Hooray!]

[My address]

 

02 July 2007

 

Dear [me],

 

Thank you for you recent the contents of which have been noted.

 

Regrettably, before I can credit your Account, it will be nevessary for you to sign and return the acceptance letter, which I previously sent you.

 

Once this is in my possession I will arrange to credit your Account.

 

I look forward to hearing from you.

 

Yours sincerely,

 

[shock! A proper ink written signature!]

 

Stuart Higley

Customer Relations

I'll send him it ticked and signed, but include a little note to say that it's not a 'final' agreement and that, as stated in my previous letter, if the charges continue another claim will be applied for and if they close or limit my Account I will complain to the FSA/OFT.

 

Sound ok to you guys?

[hedgey06]

Sounds like a good plan mate!

[monkey_uk]

yes, it's fine ssmmdd.

 

Well done!

[ssmmdd]

Cheers guys.

 

Sent by recorded delivery yesterday (Thursday).

 

I wonder how long it'll take them to Credit my Account...

 

I think I need to change my Siggy.

[ssmmdd]

Won!!

 

Payment today of £2,192 into my Account!

 

Thanks to everyone in this Thread for all the help you've given me.

 

I think it's time to snap at HSBC's legs now...

 

* ssmmdd = mega chuffed XD

[Parkvale]

CONGRATULATIONS, ANOTHER FINE WIN. Well done.

please fill in survey.http://www.consumeractiongroup.c o.uk/survey.php

[ssmmdd]

Done.

 

Any Mods about that could move this to NatWest Successes Forum Please?

[monkey_uk]

well done ssmmdd! Told you all those months ago that you'd do it

[HSBCrusher]

Congratulations! Crusher

[livelylad]

Thread moved to success forum.

[ssmmdd]

This topic was closed on 03/08/19.

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