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Ash v Smile


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I sent the letter asking for the last 6 years of statements at the end of January. Nothing. Phoned them; they said they never received the letter so sent the letter again with date changed but originally posted on 29th January. By end of March nothing. So sent the 7 day letter threatening to report them last Tuesday. I suppose I should give them until the end of next week to reply because of bank holidays. In retrospect, I should have sent the letters recorded delivery, but didn't. Anybody else had this problem with Smile?

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All part and parcel of the bank's delaying tactics.


Did you send the Data Protection Act SARs letter (in the letter templates library)? Did you enclose the £10 fee?

If the answer to both questions is yes then they have 40 days in which to comply.


If not then start again, following our tried and tested route, but send all letters recorded delivery.


Regards, Rooster.

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I followed it to the letter, Rooster. I have been down this route for Natwest and had no problem with getting statements from them. Smile appear to be taking a different tactic. Will wait until Friday and then report them. Thanks for reply.

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Today I finally heard from Smile, but its not what I expected. What they have done is sent me a list of all the charges, but all it gives me is figures. There no explanation as to what each charge is for. Is this acceptable as on the spreadsheet theres a section which asks for the reason for each charge. If it goes to Court I will not be able to explain each charge will I? Can anyone tell me whether I should accept this or not?

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no expert but I think it'll be ok to show the charges as they've sent them to you, they can hardly complain if you show no details if they didn;t give them to you


I'll gladly bow to someone that knows better


hopefully before I get my statements back in that state

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  • 1 month later...

Hi all, Smile asked for four weeks to consider my complaint. Times up and have heard nothing. Tried to call yesterday but they wouldn't put me through to the Complaints dept. So they sent them an email asking them to call me. Anybody have a phone number? Guess its time to register complaint with the Court.

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