Cozzie V Natwest

[COZMO1]

Hi guys,

New to this and I have been reading around as much as possible but forgive me if this scenario has already been covered.

 

I sent my initial letter to NatWest claiming back the charges and received the standard "we are sorry that you are dissatisfied but we do not think the charges levied are unfair reply"

 

Two weeks ago I sent the LBA to Natwest and received an unexpected reply from their customer care team yesterday - quote:

 

"Due to the nature of the issue, and to ensure the best possible resolution of this matter, I feel that it will be beneficial for your concern to be taken forward by our customer relations Unit - a specialist team dedicated to resolving more complex concerns"

 

It goes on to say they will contact me within the next 10 days but i can contact them sooner if I wish on the number shown.

 

Is this standard? There is nothing complex about my particular situation. It is the standard money I want to reclaim for charges and referrals over the last 6 years - approx £1,100.

 

Do you think that the fact that my account has been in credit for the last few months with a steady balance of over £1,000 might have something to do with their supposed willingness to talk?

 

My legal proceedings against them are due to start tomorrow. Shall I go ahead and do it or shall I phone them and hear what they have to say?

 

Sorry for the essay guys but any advice will be appreciated.

 

Cheers.

[Deller]

You have layed down the way yo want the claim to progress, this has been outlined in both letters you have already sent them. This is more than likely a delaying tactic and I would suggest you go ahead with court proceedings.

[Guest littlesally]

Sounds like a delaying tactic.

Stick to your time scale not theirs.

[COZMO1]

Thanks for the reply. Yeah, I thought as much. What do you think they could possibly say if I do phone them? I am very tempted! but I am worried they might Jedi Mind trick me!

 

Either way, I will start my legals tomorrow.

[cheddar]

They could say anything when you phone but it is not a good form of communication really, i wouldn't waste my breath on it personally! lol!

[anon1]

Ok, under the FSA guidelines on complaint handling here is the set guidelines. NatWest, if resolved on day 1 no letter required, if resolved by day 5 then a resolution letter is sent out and telephone number stated, if not then a holding letter is sent out stating contact within 10 days, if still not resolved then a further holding letter is sent out, usually if resolved a final response sent out, all will have contact details of the person who sent the letter. As letter 1 in your case was sent out and response given probably with a leaflet called "Making things better". When you sent LBA the case was escalated to CRU Edinburgh or litigation team of NW. That means that the customer care team would have reopened the initial complaint as it would have been treated as such and then sent out a final response from the care team stating that there involvement in the matter was over and saying that you can, if you so wish, contact them on that number. They would merely have stated that CRU is now dealing with the issue. Ok so it goes to CRU litigation and you will get the same response giving details of registered office in Bishopsgate for suing the bank. If by allowing you to have the telephone number of the person you spoke to is a delaying tactic(most people complain that they have no idea who is dealing with their complaint, or their telephone number) then yes by clearly giving you this information it is a blatant and fiendish delaying tactic that should be fervently ignored. I think you get the point of what I am saying:D

[Janet-M]

Just stick to your time limits and remember this is your claim so you stay in control of it .

[Guest littlesally]

Although it may be tempting to phone or go in it is better to keep everything in writing, that way you can prove anything said and not rely on your (or their) memory.

If they ring you, ask them to put it in writing as you do not conduct your business on the phone.

[COZMO1]

Cool. I will update this thread as things progress.

 

Thanks for the advice.

[COZMO1]

Hi guys,

Quick question. Currently filling out my MCOL. I am not sure what to put down as the address of the defendant. My prelim letter and my LBA I addressed to the manager of my branch.

 

Shall I continue with this or should I use the Natwest registered address as the address of the defendant?

 

Probably a silly question but thanks.

[bigmama59]

Use their registered address at Bishopsgate

[COZMO1]

Ta

[COZMO1]

Just filled out the MCOL paid the £120 and submitted the claim.

 

Now we wait - I will keep you all informed.

[COZMO1]

Hi guys,

The latest is that I issued my Court claim on the 12th December and it was deemed as served on the 17th December.

 

However, today I received a letter in the post from NatWest dated the 16th of December offering to refund all of the 6 years charges incurred.

 

It goes on to say that I have one month to accept their full refund of £1,130 but if I am not willing to accept it as full and final settlement to let them know in the enclosed envelope.

 

The problem now is that with my court claim I applied for 8% interest which has currently accrued to £357.61. Also I have paid the £120 court fees to launch the claim.

 

What should I do?

 

1, Should I accept their offer?

 

2, Should I accept their offer as part payment and also ask for my £120 court fees back?

 

3, Should I see it through all the way and hold out for my 8% interest plus my £120 court fees as well?

 

Any advice will be appreciated.

 

Thanks

[Michael Browne]

No.3 definitely.Send them this:

 

Dear [named sender or Sirs]

 

Thank you for your letter dated xx/xx/xx. Prior to receipt of your letter I have filed a claim in the County Court and have therefore incurred further costs.

 

I respectfully decline your offer of settlement and request, once again, that you return to me all charges imposed on this account, interest and court fees now totalling £xxxx

 

I will accept the sum offered only as part settlement and on the clear understanding that I will pursue recovery of the remainder.

 

I will be willing to withdraw my claim upon receipt of unconditional full settlement of my claim.

 

I trust this clarifies my position.

 

Yours faithfully

[COZMO1]

Ok, I think that is what I will do then - cheers!

 

What do you think is the next likely step for them? Are they likely to say fair enough or do they start playing hardball now? Up until now Cobetts have not been involved. I expect that by the time your suggested response gets to them with the Xmas post and all Cobetts would have put in their defence and the long drawn out process begins - something I have avoided thus far.

 

Sod it, I never expected anything back this soon so I think I will fight them all the way with this even if it takes another 6 months.

 

Thanks again.

[Michael Browne]

What do you think is the next likely step for them?

Cobbetts will acknowledge and then file a defence, you file an AQ, they settle. About 6 weeks, not 6 months.

[COZMO1]

Cool. Last question.

 

In the template letter you posted above should I just give them a total of the fees that I want refunded or shall I edit it slightly to include the breakdown of refund of charges plus court fees @ £120 plus interest @ 8% accruing at X amount per day?

 

Is this necessary for legitimacy or am I just over egging it for this response?

[Michael Browne]

shall I edit it slightly to include the breakdown of refund of charges plus court fees @ £120 plus interest @ 8% accruing at X amount per day?

 

 

Course you can, it's only a template. You can amend it however you want.

[COZMO1]

Superb. Thanks for everything - will keep you all posted.

[COZMO1]

Hi guys,

I sent my letter off declining their offer on the 20/12/06.

 

Yesterday, however I receive a letter dated 30/12/06 from Natwest. The letter was basically exactly the same as I received last time round offering me the same amount of money that I declined last time. I just had to sign and accept within one month

 

The only thing that seems to have changed is the date.

 

Is this another delay tactic after they know well and truly that I am going to reject such an offer a second time?

 

What type of a response shall I write to this lastest offer? Has anyone got a template lying around that I may peek at?

 

BTW Cobbetts acknowledged and decided to defend my court claim on the 19th December. I haven't received a questionnaire or anything yet. I'm assuming they are waiting for my response to Natwest's latest offer first? However the 28 days and counting is now down to 12 days.

 

Cheers.

[Michael Browne]

What type of a response shall I write to this lastest offer?

Nothing, ignore it, you've already refused it. Once is enough.

You won't receivbe the AQ until Cobbets actually submit their defence

[COZMO1]

Thanks.

[COZMO1]

Hello comrades,

Received the defence and CPR 18 request for more info from Cobbetts today. I am ready to fire back with one of the template letters detailing the intimidation and the fact that I have already supplied the info a number of times.

 

A couple of questions:

 

1, I haven't received an AQ as of yet. I know that I should reply to the CPR 18 request by writing to Cobbetts and sending a copy to my local county court. However, I am confused as to who the local county court are. Are they the Northampton county court detailed in cobbetts correspondence? I recall that my online court claim was a court based in Northampton also. If it is the same one I am not sure if this place is the correct place to send my letter.

 

2, Will the above become clear if I wait for the AQ? Is that when I find out who to send my court correspondence to?

 

3, When I reply to Cobbetts and the court with my rejection of their request for more info, shall I include the schedule of charges again? I am a bit concerned as I no longer have a copy of the original. I still have the spreadsheet but this is now a different amount to the original as it has been accruing per day.

 

Any help - thanks!

[Michael Browne]

Will the above become clear if I wait for the AQ? Is that when I find out who to send my court correspondence to?

 

Yes

 

When I reply to Cobbetts and the court with my rejection of their request for more info, shall I include the schedule of charges again? I am a bit concerned as I no longer have a copy of the original.

 

Click on the time in your taskbar. Reset the date to the date you filed.Open the s/s and print out. Reset the date.