Halifax Ultimate Reward Current Account

[rebel11]

Hi 1Mango

 

As CB has explained, write a Formal Letter of Complaint, mark it as such. Explain what's happened (mis-sold account), how they have let your mother down (not explaining how the account functions, monthly charges, the benefits are no use to your mother, not allowing the account to be closed, failing to refund the monthly fee) and what you want them to do (refund the monthly fee/close the account).

 

Also point out that because Halifax are regulated by the Financial Conduct Authority, the Halifax have to adhere to a set of legally binding key principles laid down in the Banking: Conduct of Business Source Book.

 

State that Halifax has treated your mum unfairly under the following BCOBS Principles:

 

Principle - Customers' interests - A firm must pay due regard to the interests of its customers and treat them fairly.

 

Principle - Communications with clients - A firm must pay due regard to the information needs of its clients, and communicate information to them in a way which is clear, fair and not misleading.

 

 

Send it to:-

 

Mr David Nicholson

Managing Director

Halifax Bank

[email protected]

[rebel11]

Hi Klandestine

 

Why should she want an account with perks?, we weren't party to the sales conversation, but it is very suspect.

 

'As you know, the Ultimate Reward account offers "perks" such as

emergency home repair cover,

AA Breakdown Cover,

mobile phone insurance and

travel insurance.

 

I must point out that my mum doesn't drive and therefore doesn't own a car,

she has never owned a mobile phone and she is unfit to travel due to health reasons.

The only thing she could possibly benefit from is the home emergency repair cover.

She was never asked whether she drives, owns a mobile phone or travels. '

[rebel11]

I don't need to read anything again, as far as I'm concerned, everything is important.

 

You need to re-read the thread. Why on earth are you saying that to me?

 

It was dx100uk who said not to focus on the perks in the complaint and to instead talk about how the account was sold on the basis of the interest free overdraft.

 

I just commented that I'd be weary of basing your complaint on that because the interest free overdraft may well have actually saved the OP's mother some money.

[rebel11]

Hi 1Mango

 

It's best if you write on behalf of your mother. But you'll need to enclose an Ordinary Power of Attorney, otherwise they won't discuss anything with you.

 

http://www.adviceguide.org.uk/england/relationships_e/relationships_looking_after_people_e/managing_affairs_for_someone_else.htm#h_ordinary_power_of_attorney

 

Thanks everyone for taking the trouble to reply and for the sound advice. I will now get the ball rolling by putting my letter of complaint together. Can I just ask - should I be writing the letter from myself (as a concerned daughter), or should I write it from my mum? Which is best?

Thanks again.