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    • Yup, for goodness sake she needs to stop paying right now, DCA's are powerless, as .  Is it showing on their credit file? Best to use Check my file. All of the above advice is excellent, definitely SAR the loan company as soon as possible.
    • Hi all, I am wandering if this is appealable. It has already been through a challenge on the Islington website and the it was rejected. Basically there was a suspended bay sign on a post on Gee st which was obscured by a Pizza van. The suspension was for 3 bays outside 47 Gee st. I parked outside/between 47 & 55 Gee st. I paid via the phone system using a sign a few meters away from my car. When I got back to the car there was a PCN stuck to the windscreen which I had to dry out before I could read it due to rain getting into the plastic sticky holder.  I then appealed using the Islington website which was then rejected the next day. I have attached a pdf of images that I took and also which the parking officer took. There are two spaces in front of the van, one of which had a generator on it the other was a disabled space. I would count those as 3 bays? In the first image circled in red is the parking sign I read. In the 2nd image is the suspension notice obscured by the van. I would have had to stand in the middle of the road to read this, in fact that's where I was standing when I took the photo. I have pasted the appeal and rejection below. Many thanks for looking. ----------------------------------------------------------------------- This is my appeal statement: As you can see from the image attached (image 1) I actually paid £18.50 to park my car in Gee st. I parked the car at what I thought was outside 55 Gee st as seen in image 2 attached. When I read the PCN issued it stated there was a parking suspension. There was no suspension notice on the sign that I used to call the payment service outside number 55 Gee st. I looked for a suspension notice and eventually found one which was obscured by a large van and generator parked outside 47 Gee st. As seen in images 3 and 4 attached. I am guessing the parking suspension was to allow the Van to park and sell Pizza during the Clerkenwell design week. I was not obstructing the use or parking of the van, in fact the van was obstructing the suspension notice which meant I could not read or see it without prior knowledge it was there. I would have had to stand in the road to see it endangering myself as I had to to take images to illustrate the hidden notice. As there was no intention to avoid a parking charge and the fact the sign was not easily visible I would hope this challenge can be accepted. Many thanks.   This is the text from the rejection: Thank you for contacting us about the above Penalty Charge Notice (PCN). The PCN was issued because the vehicle was parked in a suspended bay or space. I note from your correspondence that there was no suspension notice on the sign that you used to call the payment serve outside number 55 Gee Street. I acknowledge your comments, however, your vehicle was parked in a bay which had been suspended. The regulations require the suspension warning to be clearly visible. It is a large bright yellow sign and is erected by the parking bay on the nearest parking plate to the area that is to be suspended. Parking is then not permitted in the bay for any reason or period of time, however brief. The signs relating to this suspension were sited in accordance with the regulations. Upon reviewing the Civil Enforcement Officer's (CEO's) images and notes, I am satisfied that sufficient signage was in place and that it meets statutory requirements. Whilst I note that the signage may have been obstructed by a large van and generator at the time, please note, it is the responsibility of the motorist to locate and check the time plate each time they park. This will ensure that any changes to the status of the bay are noted. I acknowledge that your vehicle possessed a RingGo session at the time, however, this does not authorize parking within a suspended bay. Suspension restrictions are established to facilitate specific activities like filming or construction, therefore, we anticipate the vehicle owner to relocate the vehicle from the suspended area until the specified date and time when the suspension concludes. Leaving a vehicle unattended for any period of time within a suspended bay, effectively renders the vehicle parked in contravention and a Civil Enforcement Officer (CEO) may issue a PCN. Finally, the vehicle was left parked approximately 5 metres away from the closest time plate notice. It is the responsibility of the driver to ensure they park in a suitable parking place and check all signs and road markings prior to leaving their vehicle parked in contravention. It remains the driver's responsibility to ensure that the vehicle is parked legally at all times. With that being said, I would have to inform you, your appeal has been rejected at this stage. Please see the below images as taken by the CEO whilst issuing the PCN: You should now choose one of the following options: Pay the penalty charge. We will accept the discounted amount of £65.00 in settlement of this matter, provided it is received by 10 June 2024. After that date, the full penalty charge of £130.00 will be payable. Or Wait for a Notice to Owner (NtO) to be issued to the registered keeper of the vehicle, who is legally responsible for paying the penalty charge. Any further correspondence received prior to the NtO being issued may not be responded to. The NtO gives the recipient the right to make formal representations against the penalty charge. If we reject those representations, there will be the right of appeal to the Environment and Traffic Adjudicator.   Gee st pdf.pdf
    • Nationwide Building Society has launched an 18 month fixed-rate account paying 5.5%.View the full article
    • Well done.   Please let us know how it goes or come back with any questions. HB
    • Incorrect as the debt will have been legally assigned to the DCA and they are therefore now the legal creditor. Read up on debt assignment.   Andy
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Natwest step-by-step Complaints Procedure.


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Hello all.

 

I am just sending out my LBA. I have included a paragraph about that they have not followed their complaints procedure and it is being sent to a free post address.

 

Step-by-step Complaints Procedure

We want to:

  • Make it easy for you to raise your complaint
  • Listen to your complaint
  • Consider how you'd like us to remedy your complaint
  • Make sure you're satisfied with how your complaint was handled

How and where to complain

 

In personVisit any of our branches and speak to one of our staff.

Use our Branch Locator to find your nearest branch.In writingAddress your letter to The Manager of your branch or your Relationship Manager.

Use our Branch Locator to find the address for your branch.By telephone

Use your usual number for contacting the Bank, 24 hours a day.On-line

Complete our on-line form. Please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason.

How long will it take?

 

ImmediatelyOur aim is to resolve your complaint straightaway.Two daysIf we haven't resolved your complaint within one week, we'll write to you:

1) Explain why we haven't managed to resolve your complaint

2) Tell you how long we expect to take to resolve it

3) Tell you who is dealing with your complaint

Two weeksIn most cases, we'll resolve your complaint within two weeks.

If we haven't resolved it within two weeks, we'll contact you (normally by phone) to update you.After two weeksWe'll keep you informed on a regular basis until your complaint has been resolved.

In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve.

If this is the case, your complaint may be passed to our Customer Relations Unit who will continue to try to resolve it.Eight weeksIn the unlikely event we can't reach an agreement with you by the end of eight weeks, we'll send you a 'Final Response' letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.

We'll tell you about the Financial Ombudsman Service and how to contact them about this complaint.

What if you're not happy with our response?

 

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority.

If you're not satisfied by our action or explanation your case can be reviewed at a higher level within the Bank.

Our Customer Relations Unit is a specialist team who'll investigate your complaint fully and aim to reply within two weeks. If the investigation is likely to take longer, they'll keep you fully informed.

You can write to the Customer Relations Manager (address below). Please quote your account number, branch sort code, details of your complaint and what you'd like the Bank to do to resolve it.

NatWest Customer Relations

FREEPOST NAT12685

BOREHAMWOOD

WD6 1BR

Our Customer Relations Unit number is: 0800 015 4212. (If you have speech or hearing difficulties and are a textphone user, you can call us on 0800 917 0527).

Overseas callers should dial + 00 44 20 7649 9315.

If together we can't reach agreement

 

The Bank is a member of the Financial Ombudsman Service and if we can't reach agreement with you, our Customer Relations Unit will send you a 'final response' letter. This letter will clearly set out the Bank's position in relation to your complaint.

The Financial Ombudsman Service

 

Our aim is to resolve all complaints internally. However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

You can write to them at:

The Financial Ombudsmen Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Alternatively you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman web site at www.financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

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I have included the following paragraph in my LBA expressing that with this process they are breaching their own complaints proceduer:

In addition I would like to draw to your attention that you have not followed your own complaints procedure.

If we haven't resolved your complaint within one week, we'll write to you:

1) Explain why we haven't managed to resolve your complaint

2) Tell you how long we expect to take to resolve it

3) Tell you who is dealing with your complaint

In most cases, we'll resolve your complaint within two weeks.

If we haven't resolved it within two weeks, we'll contact you (normally by phone) to update you.

We'll keep you informed on a regular basis until your complaint has been resolved.

In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve.

If this is the case, your complaint may be passed to our Customer Relations Unit who will continue to try to resolve it.

These are your words not mine.

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your complaint will be passed to our customer relations unit. Where do the letters get sent? here is a big clue.....they are based in borehamwood and the initials are CRU. That is the advice I have given for the last month and a half. Prelim letters and LBA to Customer Relations Unit Borehamwood.

I am still lost here.

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your complaint will be passed to our customer relations unit. Where do the letters get sent? here is a big clue.....they are based in borehamwood and the initials are CRU. That is the advice I have given for the last month and a half. Prelim letters and LBA to Customer Relations Unit Borehamwood.

I am still lost here.

 

Nattie

 

not sure there is really any need for the sarcasim directed at the author. Without doubt you have knowledge of the system and this letter may actully confuse or get you lost. But your response is a little patronising!

 

You need to be a touch more restrained, dont want to sound like a Customer Service Advisor, does one!!!!

4th Dec 2006 : Posted S.A.R - (Subject Access Request) :o

18th Dec 2006 ; Received Statements :)

28th Dec 2006 ; Posted prelim letter (£3351.00) :rolleyes:

11th Jan 2007 : Reply, still investigating :x

16th Jan 2007 : Posted LBA (£3331.00/£556.00) :-(

31st Jan 2007 : Bank make offer of £3331.00 :D

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I have never really been worried what people do or do not think of me, period. I just do not see what the OP is suggesting that NatWest are not following complaints procedures when all the way through over the last few months there have been posts stating a response to a prelim letter is that they will respond within 10 days(a holding letter) as the OP has suggested and these responses were called "delaying tactics". Now they are being dealt with by customer relations unit they are still "delaying tactics". What more can I add? The process as set out has been followed by most people and customer relations are now dealing with all letters. If you want, I can say brilliant letter nodding like a dog, going along with the crowd, but that is not me. I call it as I see it, like it or hate it. Yes, I am sarcastic at times.

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Nattie You Have missed the point of my reply!!

 

I always smile to myself when people say "this is me dont care what people think etc etc." Half expecting a blast of My Way, or I am What I am " to follow :lol:

 

My point was that the author had spent time relaying their information on their thread. Whilst this opens them up to views/thoughts/opinions etc surley it has to be constructive, blunt, direct . But constructive. Its not about being some kind of nodding dog (!), just respectful abouts someones elses expreinece

 

This process is diffcult enough without having your thoughts/expreinces almost riduclued. I guess I come from a diffrent mindest. that belives its better to say nothing at all if you cannot say anything positive. But I guess thats me, I am what I am or will do it my wayyyyyyyyyy:D

4th Dec 2006 : Posted S.A.R - (Subject Access Request) :o

18th Dec 2006 ; Received Statements :)

28th Dec 2006 ; Posted prelim letter (£3351.00) :rolleyes:

11th Jan 2007 : Reply, still investigating :x

16th Jan 2007 : Posted LBA (£3331.00/£556.00) :-(

31st Jan 2007 : Bank make offer of £3331.00 :D

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Point taken so apologies if the OP feels offended. The quote is from the NatWest Website, if I am correct on the wording.

As I pointed out, NatWest have been following complaints procedures but on this site it has been called "delaying tactics" which on most initial posts that I have read has not been the case, athough I accept that in some cases no response is clearly not following the procedures in place.

In relation to customer relations unit, the most recent ones have shown that some letters have been written to state that the case is going to CRU. I will have a look at your thread Banking Idiot and see if in your case specifically that this has not been adherred to and will edit the bottom of this post. Then I will get my coat:D

 

Ok read the thread and within 10 working days a response was given so one aspect was not followed acknowledginging the complaint and that was by 5 days so instead a holding letter was sent.

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