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Be doing claims with Santander, Mbna,Natwest,Northern Rock and Yorkshire Bank at the beginning of May, results to date are:
Santander made claim by phone 1stMay, heard nothing, rang today, complaint was logged but not referred for investigation! Now being fast tracked, asked for compensation for delay.
Mbna turned down claim, said that as form sent by post there was no recommendation on their part, despite them sending back a copy of the application form containing a badly copied paragraph saying Mbna strongly recommend that you take out this policy! Sent to Ombudsman yesterday.
Northern Rock accepted complaint and paid out just under £1,000 within 6wks.
Yorkshire Bank did the same with a similar amount and timescale.
Natwest (RBS) took all details by phone then sent letter asking for same details, rang up, asked for supervisor as getting nowhere, told 24 hr call back, told him that don't do 24hr callbacks and asked for CEO address. Wrote to CEO RBS complaining that the details on their website said that claims made by phone would be treated the same as by post but this had not happened. Email response that claim being fast tracked, yesterday letter of apology received, said letter has been sent, and that staff member had been retrained and call back time changed to 2 hrs, and confirmed that all details had been supplied during original call. Have requested copy of letter to be sent as I have not received it, and suggested that since my complaint had made them change and improve their service a token of thanks in cash would be appreciated as it would have cost them a lot of money to have employed a consultancy firm to suggest the changes. Still pending.
will keep you posted.
Santander made claim by phone 1stMay, heard nothing, rang today, complaint was logged but not referred for investigation! Now being fast tracked, asked for compensation for delay.
Mbna turned down claim, said that as form sent by post there was no recommendation on their part, despite them sending back a copy of the application form containing a badly copied paragraph saying Mbna strongly recommend that you take out this policy! Sent to Ombudsman yesterday.
Northern Rock accepted complaint and paid out just under £1,000 within 6wks.
Yorkshire Bank did the same with a similar amount and timescale.
Natwest (RBS) took all details by phone then sent letter asking for same details, rang up, asked for supervisor as getting nowhere, told 24 hr call back, told him that don't do 24hr callbacks and asked for CEO address. Wrote to CEO RBS complaining that the details on their website said that claims made by phone would be treated the same as by post but this had not happened. Email response that claim being fast tracked, yesterday letter of apology received, said letter has been sent, and that staff member had been retrained and call back time changed to 2 hrs, and confirmed that all details had been supplied during original call. Have requested copy of letter to be sent as I have not received it, and suggested that since my complaint had made them change and improve their service a token of thanks in cash would be appreciated as it would have cost them a lot of money to have employed a consultancy firm to suggest the changes. Still pending.
will keep you posted.
