Bos

[gill168]

hi

 

I sent my initial letter to BOS (high street branch) approx 14 days ago, I have not had any response from them.

 

Should I now proceed with the second stage? And do you think I should continue to send my letters to the High Street Branch, or will I get more response dealing with Headquarters??

 

I am new to this site, but like most have had £££ taken from my account in charges.

[Spiceskull]

Hi,

 

It really does take a few days to get your head around all the arguments and all the information.

 

You have started a timetable (the timetable that the bank says it will work to is irrelevant). In the FAQ you will find 'Step By Step Instructions.' You do not mention whether you made a DPA request. I would suggest doing this anyway, so that you have ALL the information you need to make a claim.

 

Your next step is the second letter (LBA) - and you need to send this when the initial 14 days is up. As for where to send it - your local branch is always best. They have internal post prcesses, and will ensure it gets to the relevant department.

 

Whilst waiting for the info, read up on your next step. If you make sure you stick to your own thread in the relevant area (eg [username] claim against [bank]), and use this as a sort of diary which you can update as things progress. It will also enable you to check responses to your questions, and people will be able to find your thread a lot easier.

 

Good luck.

 

You are here, you want your money back, you will get help and support in this, but it is YOUR call, and you must be prepared to put in the effort.

[gill168]

Thanks for the help. Will let you know how I get on

[gill168]

I received a letter back from Bank of Scotland, acknowledging my letter and stated that they wished to resolve matters and would be back in contact with me within 5 days!!!!

[Tru]

Glad to hear it, and good luck. I just went through ALL my statements for the last 6 years and they've taken over £4K from me, wish me luck!

[gill168]

yep, good old bos, they owe me approx £2500. 5 days passed, still waiting for a response from them. So much for them wishing to resolve matters!!!

TRU, good luck with your claim, hopefully you will get a response from them.

[gill168]

Received a letter from BOS today

 

Offered me £347.00 in full and final settlement of my complaint.

 

The letter goes

 

"Thanks for your recent letter, I am sorry to learn that you are unhappy with the charges you have incurred on your account.

 

I am sure you will appreciate that like other organisations we incur costs for every transaction made. When we pay any item against an unauthorised overdraft or return an unpaid item, we incur extra costs regardless of the shortfall involved. We believe it is fair to pass these costs on to the accounts affected, rather than absorb them into other area of our operations, penalising all our other customers as a result.

 

We clearly outline our charging policy in the terms and conditions that apply to your account. In addition , we are committed to complying within the banking code, which sets standards of good banking practice for banks and building societies to follow when dealing with personal custopmers. The terms and conditions of your account state that you must have funds in your account to cover your transactions. We cannot be responsible if you have authorised payments against funds that were not available.

 

We are keen to help you avoid any unnecessary charges by providing various ways to keep track of your account. You can do this via telephone banking or mini statements at cash machines. You can also contact one of our advisors at any of our branches.

 

Ultimately it is your responsibility to manage your account. However, as a gesture of goodwill I am prepared to refund £374.00 of charges in full and final settlement of your complaint. I must stress that future valid charges will stand and we reserve the right to close your account if you do not manage it correctly. If you are prepare to accept the offer, please sign and return the enclosed acceptance for in the pre-paid envelope.

 

If I don't hear from you in the next 8 weeks, I will assume you are happy."

 

My Q is - where do I go from here, obviously I am not going to accept it, but do I continue my contact with them via letter, or call the number provided???

 

Any help is appreciated.

[Richard_K]

You should reject that offer. It seems that BoS are offering a fractional amount to customers - I too have about £2,500 in charges, and was offered £333.

 

Calling them instantly got that upgraded to £915. It seems the letter is typically offering 1/3rd of what the Customer Reps are allowed to offer you directly. As you'll have read elsewhere, accepting this does not - no matter what the bank says - affect your ability to claim further.

 

In my case, I looked at my accounts and have sent them a letter (response required within 7 days) which lets them off a certain amount, but is still significantly greater than the amount they have offered me. I am already letting them off easily by only going for returned Direct Debit unpaid charges instead of "all charges" as suggested.

 

If I don't get that money within 7 days, then the court letters are going out.

 

I think the court letters are going to be the way to get things changed for good; however if you are likely to be happy with about £1K back, you should be able to get that with one call it appears.

[Mairi]

Hi there,

I received a similar call from Bos. I'm claiming just shy of 4K and was offered £365. When i laughed and said no thank you it immediatley rose to £1120 saying that was all she was authorised to refund. I said thank you very much that would be a great start, and that i would get the rest back through the courts.Next morning i got a letter saying i'd turned down the offer as "full and final settlement" (never mentioned that bit on the phone). So I'm now waiting through the next 5 days with baited breath. Hopefully I'll be rich by the end of the week.

Weither you're claiming £500, £1000 - £4000 it's weird that everyone claiming is being offered around the same figure, you'd think they would have other staff that could authorise higher amounts. But I suppose that's too logical for the banks.

Anyway, Best of Luck

Mairi

[gill168]

I called the BOS and asked to speak with the customer service manager, Elaine Brown, as she has sent two letters out to me. I was informed that the same person does not deal with the claim all the way through. It is pot luck as to who ever deals with any correspondence that they receive.

 

Anyway, I told them I wasn't going to accept their offer. I was informed that they would make a note on my account and that I should receive a call or a letter from someone in the next few days.

 

I'll wait a few days and see what happens. I will have my 2nd letter ready to be posted should I not hear from them within the few days.

[gill168]

Another letter from BOS today - offering £1174.00

 

I'm Getting there !!!!!

[MARTIN3030]

only another 1326.00...............

 

 

[gill168]

This topic was closed on 09 March 2019.

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