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Hi All,
Looking for advice for a compliant I'm going to raise with my Bank. Any consumer law or FCA reg advice that I can quote would be much appreciated.
Scenario as is follows:
I have a secondary current account with a high street bank, the account is not used however I've kept it around as I was advised by IFA not to close the account in close proximity to a soon to be made mortgage application.
The account has not had any transactions (inbound or outbound) for roughly 3 months or more and had a balance of £3 for an extended period of time.
Around 2 months ago a yearly subscription I have which I had forgotten even existed took amount of £7.99 from the account.
Unbeknown to myself at the time and until approx 1 month after when I received a letter saying I was in an un-authorised overdraft the bank had processed the transaction and had my account at a balance of £ - 4.99.
Upon receiving the letter I immediately payed the account into credit again and moved the subscription to my primary current account. I also phoned my bank and explained the situation and as a gesture of goodwill they agreed to refund the unauthorised overdraft fee that was to be charged.
Whilst all is good and well with the above they were unwilling to remove the arrears marker they put onto my credit file for the 1 month the account was overdrawn. Their response was that the account comes with a "buffer" facility which for convenience allows transactions of upto £20 to go through when there are not sufficient funds in place. When I informed them I had never heard of such a feature I went through several call centre handlers before someone could explain what it was and how it worked, when I questioned it they refereed me to their terms ands conditions and offered to send out a copy via post.
Can anyone provide guidance on how to complain about this matter officially to said bank, specifically any legislation or FCA rules that I can reference.
Cheers,
Ross
Looking for advice for a compliant I'm going to raise with my Bank. Any consumer law or FCA reg advice that I can quote would be much appreciated.
Scenario as is follows:
I have a secondary current account with a high street bank, the account is not used however I've kept it around as I was advised by IFA not to close the account in close proximity to a soon to be made mortgage application.
The account has not had any transactions (inbound or outbound) for roughly 3 months or more and had a balance of £3 for an extended period of time.
Around 2 months ago a yearly subscription I have which I had forgotten even existed took amount of £7.99 from the account.
Unbeknown to myself at the time and until approx 1 month after when I received a letter saying I was in an un-authorised overdraft the bank had processed the transaction and had my account at a balance of £ - 4.99.
Upon receiving the letter I immediately payed the account into credit again and moved the subscription to my primary current account. I also phoned my bank and explained the situation and as a gesture of goodwill they agreed to refund the unauthorised overdraft fee that was to be charged.
Whilst all is good and well with the above they were unwilling to remove the arrears marker they put onto my credit file for the 1 month the account was overdrawn. Their response was that the account comes with a "buffer" facility which for convenience allows transactions of upto £20 to go through when there are not sufficient funds in place. When I informed them I had never heard of such a feature I went through several call centre handlers before someone could explain what it was and how it worked, when I questioned it they refereed me to their terms ands conditions and offered to send out a copy via post.
Can anyone provide guidance on how to complain about this matter officially to said bank, specifically any legislation or FCA rules that I can reference.
Cheers,
Ross
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