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Bank's current claim handling guide


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In today's Guardian, an artical includes this current guide to claim handling

 

 

 

 

Barclays Call volumes: "It is busy at the moment ... we are asking people to be patient with us."

Best number to call: 0800 282 390.

Best address to write to: Freepost, Head Office Customer Relations, Barclays Bank, 1 Churchill Place, London E14 5HP.

However, talk to your branch first. It says banks are permitted to charge pounds 10 for copies of bank statements, "but we tend not to".

 

HSBC Call volumes: It says its customer phone line is "operating within its usual service levels".

Best number to call: 08457 40 44 04.

Best address to write to: Service Quality Team, HSBC Bank plc, Arlington Business Centre, Millshaw Park Lane, Leeds LS11 0PP.

Customers who bank online can access six years-worth of statements online. It doesn't charge a fee for posting out duplicate statements.

 

Lloyds TSB

Best number to call: 0845 3000 000.

Best address to write to: (to request statements): Lloyds TSB Bank plc, Box 1, BX1 1LT. Enclose a pounds 10 cheque or postal order.

 

NatWest/Royal Bank of Scotland

Best number to call: Phone your local branch. Best address to write to: Your local branch. There is a pounds 5 fee for ordering six years-worth of statements.

 

Abbey Call volumes: "Abbey, like most banks, has seen an increase in calls and letters regarding bank charges. We are dealing with these as we would any other complaint, and are responding within normal timeframes ... We are sorry if anyone is experiencing difficulty contacting us, and we would encourage customers not to chase their letter of complaint before eight weeks have passed."

Best number to call: 08459 724 724.

Best address to write to: PO Box 382, Prescott Street, London E1 8RP. Enclose a pounds 10 cheque or postal order if you are requesting your statements.

 

Halifax Call volumes: "What we tend to see is most people either download forms or go to branches as opposed to ringing."

Best number to call: 08457 20 30 40.

Best address to write to: In the first instance write to, or visit, your local branch. To make a formal Data Protection Act request for a list of transactions and charges, write to HBOS plc, Business Risk - Retail, 10 Carlton St, Halifax HX1 2AL, enclosing a pounds 10 cheque or postal order.

 

Nationwide Call volumes: An increase in the numbers. "We are still seeing a high level of requests - which isn't necessarily levelling off."

Best number to call: 08457 30 20 10.

Best address to write to: Nationwide Building Society, Electra House, Farnsby Street, Swindon SN1 5TY.

 

It points out that online banking customers have access to 27 months worth of statements. To make a formal Data Protection Act request for six years-worth of statements, write enclosing a pounds 10 cheque or postal order.

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