Have you had big overdraft problems for a long period?
You can make an affordability complaint and ask for a refund of overdraft charges if:
- your overdraft limit was increased to a level you are unable to clear; or
- your overdraft usage showed you were in long-term financial distress. For example, being in the overdraft all the time, or using an unauthorised overdraft a lot.
This article shows how to make an affordability complaint to your bank, with a free template letter to use.
These complaints do not hurt your credit record.
Contents
Overdraft affordability complaints
Overdrafts are supposed to be for short term borrowing
Overdrafts are intended to be used for short-term problems, not as long-term borrowing. A bank should review a customer’s repayment record and overdraft limit and if there are signs of financial difficulty, offer help.
One sign of financial difficulty is hardcore borrowing for a long period. The Lending Code defined hardcore borrowings as “the position where a customer’s current account overdraft remains persistently overdrawn for more than a month without returning to credit during that period”.
Some Ombudsman decisions
All cases are very individual. But these examples give you an indication of what the Ombudsman thinks is important.
In this 2020 NatWest decision, the Ombudsman decided:
NatWest did have an obligation to monitor Miss K’s use of her overdraft facility.
Any fair and reasonable monitoring of Miss K’s overdraft facility would have resulted in NatWest being aware Miss K was in financial difficulty … by October 2014 at the absolute latest. So NatWest ought to have exercised forbearance from this point onwards.
In this 2021 Santander case, the bank didn’t notice hardcore borrowing:
By this point, Miss C was hardcore borrowing. In other, words she hadn’t seen or maintained a credit balance for an extended period of time. Santander’s own literature suggests that overdrafts are for unforeseen emergency borrowing not prolonged day-to-day expenditure. So I think that Miss C’s overdraft usage should have prompted Santander to have realised that Miss C wasn’t using her overdraft as intended and shouldn’t have continued offering it on the same terms.
A similar decision was reached in this 2021 Lloyds case:
Mr and Mrs C’s statements leading up to the renewal shows they hadn’t really had a credit balance on their account for a prolonged period. Indeed, they’d had regular returned payments and had also exceeded their limit. In these circumstances, it ought to have been apparent Mr and Mrs C were unlikely to be able to repay what they owed within a reasonable period with overdraft interest, fees and associated charges continuously being added.
Decide which reasons apply to your overdraft complaint
Read through these and think about which apply to your case.
The bank set your limit too high
This may have been from the start when you were first given an overdraft. Or the initial low limit may have been fine, then the bank increased it to a level which it was impossible for you to repay.
If the bank saw signs of financial difficulty, it should not have increased your credit limit, even if you asked for it. And it should have considered offering your help (the regulator’s word is forbearance) for example by stopping adding charges.
How high is too high?
There is no set figure, it depends on your income and expenses. An overdraft of £2,000 for someone whose income is £1,800 a month is a lot – but if you earn £5,000 a month, then a £2,000 overdraft may be reasonable.
The bank should have seen you were in difficulty
Overdrafts are meant to be used when you have a problem. Using the overdraft a lot for a few months is fine. Or for a few days at the end of a month before you are paid.
Banks should review your overdraft annually. This is in most overdraft tgerms and conditions. And even if it isn’t the Ombudsman says this is good industry practice.
So at one of these reviews, your bank should have seen if you were in financial distress. For example if you are in the overdraft for all (or almost all) of the month for a prolonged period. Or if you were exceeding your arranged overdraft limit regularly for a significant amount.
I would say over a year is prolonged.
Other points that help your complaint
You don’t win an affordability complaint by saying the charges were too high.
Instead, you say the bank should have known they were unaffordable for you because of all the financial problems it could see on your statements and your credit record.
Here is a checklist, work out if any of these apply to you:
- often having direct debits or standing orders not being paid;
- a lot of gambling showing on your statements;
- significantly increasing other debts with the same bank;
- being recently rejected for a loan or a credit card by the bank;
- significantly increasing debts with other lenders showing on your credit record;
- a worsening credit record – maxed out credit cards, new missed payments, defaults etc;
- using payday loans;
- increasing mortgage arrears;
- making payment arrangements with other creditors;
- a reduction in the income going into your account.
Any of these suggests you are reliant on the overdraft to pay everyday bills and you will find it hard or impossible to repay the overdraft and not use it the next month.
If you can think of another reason your bank should have known you were in trouble.
Making your complaint
What you need at the start
You don’t need to know the exact dates your limit was increased before complaining.
If you have paper statements or you can download them from the app that may be useful for you. But you don’t need to send these statements to the bank with your complaint – the bank already has them!
You can’t go back and see exactly what your credit score was in say 2018 when the bank increased your limit. But your current credit record shows what was happening in 2017 and 2018. So download your credit report now and keep it. The sooner you get the report, the further back it goes. I suggest you get your free TransUnion statutory credit report.
Send a complaint in the app or by email
I don’t recommend phoning to start off a complaint. It’s too complicated and you will be talking to someone that doesn’t specialise in these complaints.
When the account is still open, you can send your complaint by secure message in the app or on the bank’s website. Take a copy of what you put in the message – you could email it to yourself so it won’t get lost and the date is recorded.
Most banks now have an email address that you can use if you prefer or if the account is closed so you can’t use the app. But banks don’t make these easy to find, so here is my list of bank email addresses for complaints.
A template you can adapt
The section above looked at the reasons to complain and the other good points that apply to your case – you are now going to turn those into a complaint.
In the template below, I’ve invented some examples and dates so you can see how a complaint email could read. The bits in italics should be changed or deleted to tell your story.
The bit about other points is important – what should your bank have noticed that showed you were in difficulty?
I am making an affordability complaint about the overdraft on my current account number 98765432.
Your identity details (these are needed if you complain by email, not if you use secure message):
My name is xxxxx xxxxxxxx. My date of birth is dd/mm/yy. The email address I use/used for this account was myaddress@whatever.com.
START BY SAYING they should have noticed when your overdraft usage got worse
Overdrafts are meant for short-term borrowing but that was not what I was using the account for. The fees and charges you were adding were making my position worse.
I am complaining that every year since [20xx] you have failed to notice my difficulty during the annual reviews of my overdraft. You should have offered forbearance eg by stopping interest and charges being added.
By 2014 I had been in my overdraft constantly for many months, not getting back into the black even when I was paid. This “hardcore borrowing” is a clear sign of financial difficulty. My income was only £1,850 a month – after I had paid bills, there was no way I could hope to clear an overdraft of £3500 in a reasonable length of time.
OR
By 2017 I had a large unauthorised overdraft for many days each month.
some other points that you can include if relavent- see the list above – these are just a few examples
You should knew I was in financial difficulty because you had rejected my loan application in 2016.
You should have noticed that the income going into my account decreased from 2018.
From 2018-20 there was a lot of gambling showing on my account.
In 2017 you should have seen from my credit record that I had made payment arrangements with other debts.
ALSO Was the limit to high when it was set?
(It may have been ok then and things only got difficult later – in that case miss this out.)
You should never have given me an account with such a large overdraft. When I applied in 2015, you should have checked my credit record and you would have seen I had recently missed payments to a credit card and had taken several payday loans.
OR
You should not have increased my overdraft limit in about 2014. When you increased the limit, you should have seen that my debts to other lenders on my credit record had increased a lot.
I do not know the exact months of these overdraft limit increases. In your reply to this complaint, please tell me when the increases were and how much the limit went up on each occasion.
END BY asking for a refund of charges and interest:
I would like you to refund all the interest and charges that were added to my account from 2016 when you increased my overdraft limit.
OR
I would like you to refund all the interest and charges that were added to my account from 2018 when you should have realised that my finances had got worse to the point that I was no longer able to clear the overdraft.
The Financial Ombudsman says that 8% simple interest should be added to any cash refund paid to me.
I would also like any late payment and default markers to be removed from my credit records.
Points to note
Personal accounts, not business accounts
The complaints covered here relate to personal accounts. For business accounts, talk to Business Debtline about your options.
You can complain if the account is still being used or if it is closed
These complaints can be made in a lot of different situations. For example:
- you are still using the account or you have stopped using it and are paying it off;
- the account has been closed;
- the bank defaulted it and sold it to a debt collector (here you still complain to the bank, not the debt collector). If the debt collector has gone to court and got a CCJ, add to your complaint that you want the CCJ removed as part of the settlement of your complaint.
But if you have had an IVA or bankruptcy after these problems, or if you are still in a DRO, then you shouldn’t complain – ask in the comments below for details.
Old accounts
Banks may say FOS won’t look at an old complaint, but this isn’t right. FOS will often look at a complaint if you have only just found out you can complain.
Open and recently closed accounts aren’t a problem – the bank will still have your statements.
If your complaint is about an account that was closed more than 6 years ago, it’s harder to win. The bank may no longer have much information about the old account. If you still have copies of your old bank statements for these old closed accounts this is worth a try.
If you feel you have a good older case take it to the Financial Ombudsman and let them decide!
Packaged bank accounts
These affordability complaints are nothing to do with packaged bank accounts. MSE has a good page about how to complain about packaged bank account charges. I suggest you don’t try to combine this with an affordability complaint – make two separate complaints to the bank and leave a gap of at least a month between them.
Student overdrafts
You are unlikely to win a complaint about a student overdraft saying you were a student and it was unaffordable – they are at 0% interest and nothing is charged until you are in work. So you need to argue it was unaffordable at the later date when they started to charge interest.
The Bank replies
They want to talk to me on the phone!
People are often scared if they get this message. But it may be good news!
You can just ignore it or say you would like a reply in writing.
If you decide to take the call, it helps to be prepared. Have a pen and paper handy so you can write down anything. If they say they are partially upholding the complaint, ask them the date they are refunding the fees from and how much. Also say you would like to see this in writing before you decide whether to accept it.
If they want to ask you questions that sound complicated or worrying (this is unusual), ask them to put the questions in writing as you find the phone difficult.
Rejection or a poor offer – go to the Ombudsman
The bank should reply in 8 weeks. You can’t go straight to the Ombudsman, you have to wait for the bank to reply.
Banks reject many good complaints, hoping you will give up. So don’t! You know if the overdraft has caused you a lot of problems.
And the bank may offer to refund fees for the last 15 months say, even though your problems have been large for many years. Think twive about accepting a low offer – you won’t put this offer at risk by going to the Ombudsman. If you aren’t sure, post in the comments below.
In particular, if the bank says you could have declined the increase to your overdraft limit or you never let the bank know you were in difficulty, FOS may not think that is a good reason. And ignore any statements by the bank that FOS will not look into things that happened more than 6 years ago.
Santander has been rejecting some cases then giving a full refund only a few weeks later if the case is sent to the Ombudsman – before the Ombudsman has even looked at it! Santander obviously knows it has been sending out misleading rejection letters.
The easy way to complain to FOS is by completing this online form:
- you can use what you put in your complaint to the bank;
- if the bank rejected your complaint or made a low offer, say why you think this is unfair;
- use normal English, not legal terms.
If your credit record shows that you had other debt problems send it to FOS. You don’t need to send your bank statements – the bank will send those to FOS.
Do these complaints work?
Yes! In early 2023, some banks are making more offers directly.
A Guardian article featured a case where someone used the template letter here. Barclays denied it has done anything but made an £8,000 “good will” payment to the customer.
And if yours doesn’t, people are winning cases at the ombudsman. FOS is a friendly service although it isn’t speedy. It isn’t any faster if you use a solicitor or a claims firm,
The comments below this article are from other people who have made this sort of complaint. That is a good place to ask for help if you aren’t sure what to do.
If you have priority debts such as utility bills, rent, council tax and benefit overpayments, these can’t wait until your overdraft complaint is settled. Start the overdraft complaint now, but you need debt help as well. So phone National Debtline on 0808 808 4000, tell them you have made an affordability complaint but you would like to know what your debt options are.
Is your credit card limit too high?
Get a refunds from large loans
Unaffordable car finance – your options
JJ says
Hi Sara,
Hope you’re well! My investigator has determined that NatWest were indeed at fault, but in the settlement nothing is mentioned of a refund but rather having my entire overdraft balance (£7500) written off, should i question it or let it be? id estimate my total interest payments have amounted to around £7000 so this would be considered a good outcome, just unusual? Really appreciate all the help you provide here.
Thankyou!
Sara (Debt Camel) says
It does sound unusual but if you think it’s a good result I suggest you say that is fine!
Fingers crossed that NatWest accept it.
JR says
Hi Everyone
Just wanted to say a massive thank you to Sara, I’ve won my complaint against Santander for a unaffordable overdraft – I just wondered if anyone else was in the same boat with them and how long they usually take to pay out! I’ve not even had a statement to confirm how much they are going to refund so I can check it! I know they have 4 weeks to issue the money, however does anyone else have experience of how long they take?? It’s been 2 weeks and all I have is radio silence
Thanks :-)
KB says
Hi JR
Amazing news!
I hope you don’t mind me asking, How long did it take them to look at this?
I raised mine on the 4th October and it’s been 8 weeks and they’ve responded to advise it’s taking longer and that I can wait for them to complete review or escalate to the FOS.
Wondered how you’ve gotten on as I’m unsure what to do. For reference I spoke to them Monday and they said the complaint hadn’t even been looked at.
Thanks in advance
Tracy says
Hi Sarah you helped me massively previously with advice relating to payday loans. I didn’t realise you can make complaints about overdrafts! I started work in 2001 and opened a Santander current account, within a very short space of time I was given a £5000 overdraft. I can’t recall my salary at the time but I do remember it wasn’t huge, I had 3 dependent children and worked part time. I used the overdraft every month, my salary would never clear it. On 5 January 2018 my house sale completed and for the first time since it was provided, I cleared my overdraft. In fact on the day the funds hit my account I had 15p of the 5k overdraft left! I’ve not used it since, it’s still there. Would I be able to complain at this stage or is this too long ago. Years and years of interest were being paid. The bank would have seen huge amounts spent on gambling and payday loans. Many thanks tracy
Sara (Debt Camel) says
You can complain, but it may be very hard to win this one. It’s comparatively easy to go back 6 years, so normally worth doing just for that, with any over six years as a bonus. But yea you cleared the balance about 6 years ago, none of this is easy. Normally it may be possible to go back more than 6 years but these case all have to go to the Ombudsman and FIS may say you should have known you could make a claim earlier because of the payday loan refunds.
Tracy says
Thank you Sarah, thinking back I was on child tax credit etc as I could only work part time. I was made redundant in Dec 2013, that cleared the OD but it was back in force in 2014, and I only cleared it when I sold my home. I have seen some other comments where FOS is saying payday loan refunds would have prompted unaffordability claim, however as others have said, I had no idea that an OD would fall into that category. It’s all such horrendous memories in a massively abusive marriage, with a partner that literally sold household equipment like TVs and Vacuum cleaners to fund his habits and regularly stole money that I earned. I did eventually escape the marriage but not the stalking and violence that continued for many years after. He passed away last year, I’m pretty sure I have PSTD, as I still have lucid dreams and think I see him in the street sometimes then remind myself it’s over. Thank you for your help and guidance. Tracy
Sara (Debt Camel) says
Are these dreams getting fewer?
Tracy says
They seem to come in blocks, usually when I’m feeling low, overwhelmed or vulnerable. Thanks Sarah
JJ says
Are banks usually insentivised to accept claims? like are there repercussions if they go to the ombudsman? Both my cases with natwest (overdraft and loan) were accepted and refunds in both cases have been suggested, but Natwest is yet to respond to either of them.
Sara (Debt Camel) says
There are no direct incentives except that adjudicator decions re not published. However FIS will get fed up if a lender is routinely rejecting adjudicator decisions and the bank will be called in for meetings.
JJ says
The £2000 refund for the loan was sent to them on Friday and was already accepted yesterday which was good news, unfortunately the overdraft refund is coming up to the two week cut off, fingers crossed!
Lukas says
Monzo Bank, all accounts closed.
I had an email from them that they are closing all my accounts: main account overdraft by 1750, Flex maxed up to 3500, and loan 7000.
They were giving me this money and increased nonstop, and all the money went to gambling or transferred to my other account and used for gambling again.
They borrowed over 12K without any checks, closed all accounts and asked me to pay everything. If not, they will default all accounts on the credit report. If you try to call them, they will never answer; if you email them, they will replay the automatic message after two weeks.
After they closed my account, I sent payment ( that I took from my other credit card) for an overdraft to pay in full and close the account.
By accident, I put a reference that is connected to the loan and all the money I sent they put towards my loan.
Please see the respond from them:
We’ve had a look into your payment from the 3rd of October, and can see the payment was sent with the reference ‘LN’ as the incorrect payment reference was used the payment was put towards your loan. Unfortunately, we’re unable to move this from the loan to the overdraft.
Please advise what to do – I already complained that all this money needed more responsive lending, and I shouldn’t get it without checking my situation.
Sara (Debt Camel) says
Have you opened a new bank account and switched to using that?
Lukas says
Hi Sara,
Monzo closed all my bank accounts in October without any notice and sent me an email that I needed to pay the outstanding balance via a different bank account by transfer. I have Barclay’s, so I’m making payments from there to Monzo ( they have a Barclays bank account ). I maintain all my payments on time, so I’m sending them payments. You can see above I just put in a different reference number, and now they don’t want to settle my account. Please note that payment to them is to same bank account.
I don’t know what to do – I already complained that they let me borrow almost 12K without any checks, but I don’t want to have any default made by them.
It is impossible to speak to them; I can’t access the app or online.
I’m not sure all this process is a bit weird.
Sara (Debt Camel) says
I think you need to talk this through with a debt adviser. You could go to your local Citizens Advice or phone National Debtline on 0808 808 4000.
James says
Hi Sara
Following a complaint to Halifax I received a partial refund of around £1500 dating back 6 years (thank you for the advice on this page!), they did this without giving me a decision to accept or reject but just paid me the money and removed my overdraft. However, they refused to go back further than the 6 years rule despite my complaint going back to 2012.
I took this to the Financial Ombudsman Service but the investigator has agreed with Halifax and won’t go back further than 6 years. I am escalating this to the Ombudsman, as I had mental problems at the time with a significant gambling addiction. The investigator has asked me whether I want the Ombudsman to investigate the past 6 years Halifax has already refunded. My question is; could the Ombudsman find in Halifax’s favour and I be in a situation where I would have to repay Halifax this money already refunded if I allowed this all to be looked at?
Sara (Debt Camel) says
I have never known that happen with a serious refund – FOS tends to assume that is correct and just look at whether more should have been refunded.
Siobhan says
Update from. After submitting a new complaint as advised by adjudicator, the new adjudicator has found in favour of NatWest. Not overly sure how because NatWest themselves have said they could see I was in financial trouble two months after taking out overdraft.
Have requested final decision by ombudsman but also putting in a complaint about the adjudicator for their vile attitude when I queried why they had said that because I had a rent payment going out of my bank that I clearly had money.
It’s not a huge overdraft and is in my dmp so not a big deal.
Sara (Debt Camel) says
have you made affordability complaints about other debts in your DMP?
Siobhan says
I’ve done some of them. Vanquis was paid off out of refund. NatWest and PayPal the fos have rejected. I don’t think I’ll get anything for payday loans and catalogues because I was paying them off fine until everyday loans gave me a loan and the repayments on that caused the biggest issue. Everyday loans have rejected my claim.
Am going to ask the like of Lowell etc to provide credit agreements because some of the catalogues are quite old
Thomas says
Hi Sara, thank you for all your help.
Natwest rejected my unaffordable overdraft complaint (been in it for 20 yars (£5k) and 2 loan complaints (£20k and £11k) lots of gambling on account for circa 10 years. Always at limit and bounced payments, unpaid DD’s, Charges, but gave me £600 compensation. 450 for a few months interest and 150 as they sent me the wrong persons rejection letter! I went to the ombudsman and they are looking into. Natwest said it is too far back and older than 6 years. Can you please remind me of the wording or case study where I only just found out in June this year regarding the Guardian story and wasn’t aware I could complain please?
Its been with them 2 months and they said Natwest have lost the 2 loan agreements. Natwest have also emailed me to say they have lost them both which is convenient and annoying! Any help would be appreciated please. Thank you!
Sara (Debt Camel) says
In this situation FOS usually asks you some questions about when you realised NatWest was at fault – have they done this?
How long ago were these loans?
Thomas says
Hi – yes they asked and I said I only just recently saw the article. They have messaged a few times when I have asked for an update saying just waiting for Natwest to agree we can look into re the over 6 years from complaining which I found odd as I have already explained it.
Loans were in Feb 2019 (£20k) when still £5k overdrawn and another 7k barclays credit card and £12k lloyds credit card. I then cleared these balances (and over £10k gambling over 6 years ) and other loan was May 2022 £11k which I cleared the £5300 overdraft and a £2k Monzo overdraft. They have confirmed they are also looking into the loans but may not be able to look into the overdraft. Thanks
DD says
My complaint with Halifax was submitted on the 20/10 but I’ve heard nothing back yet or even had an auto response from the mailbox. Sent to onlinecomplaints@lloydsbank.co.uk – is it worth emailing them again or waiting until 15/12 whereby they will have had the 8 weeks? I’ve seen some posts on here say that money has been refunded into accounts without any correspondence being relayed so perhaps that’s Halifax’s approach? Unless they disagree then I should presumably receive a final response
Sara (Debt Camel) says
I suggest you phone them up and ask them to confirm they have your complaint.
DD says
Hi,
Rang as you suggested Sara, they advised they hadn’t received my email so not sure if the above email address is now obsolete. They gave me this email address customerservicesglasgow@lloydsbanking.com
I’ve since emailed that address with my original email attached asking them to review the complaint and whether they can honour my original email from 19/10 instead of now having 8 weeks.
Sara (Debt Camel) says
the email address on my list is the one on the FCA register. You should point that out to them and say they should correct it if it is wrong.
KB says
I’m just wondering if you could advise here.
I raised an affordability complaint with Santander on the 4th October. The first email I had regarding the complaint was 4 weeks ago advising it’s taking them longer than usual to review the complaint and to expect to hear from them within 4 weeks. I decided to give them a call Monday. I was advised the complaint hadn’t been looked at & had no notes on there however I would receive communication from them shortly.
I have had an email today advising the below (also appears to be a generic email response)
“As you know we’re looking into your complaint, and it has been 8 weeks since you first contacted us.
We’re sorry our response is taking longer than we expected…”
My complaint was a little more difficult due to having overdraft consolidated in a loan. In 2020 I asked for forbearance with the interest due to multiple debts I wasn’t managing, they declined the request to freeze the interest and advised me at that time to consider a debt consolidation loan with them. I’ wasn’t aware of this therefore hadn’t considered it previously. I immediately applied and was accepted. I continue to pay a monthly sum just shy of £300 with 13 months remaining of this. This cleared overdraft debt along with 4 other creditors, due to having multiple lenders with multiple interest rates I felt to manage this debt this route was my best & final option as I was on the brink mentally.
KB says
I appreciate my complaint is slightly more complex as I have requested interest rates to be refunded along with 8% interest however I had also requested they consider partial refund of the loan as £2000 of the debt is consolidated within what I pay towards the loan and continue to pay currently.
I am very unsure on how to proceed whether I give them more time or simply to escalate as they have reached the window in which the bank should provide a final response.
I understand they need to thoroughly investigate but due to the generic responses to date along with the operator advising 2 days ago it wasn’t looked at my feeling is that they may provide a response to say they do not uphold the complaint, then at that stage which could be however many weeks later, I would need to escalate to FOS.
It may be worth mentioning, my partner who banks elsewhere raised an affordability complaint a week after mine and was refunded all interest charges and the 8% only 2 days after the complaint was raised.
Sara (Debt Camel) says
That is a generic reply . I suggest you send your complaint to the Ombudsman now.
” I had also requested they consider partial refund of the loan as £2000 of the debt is consolidated within what I pay towards the loan and continue to pay currently.” so this would be a refund of the overdraft before 2020?
In that case you need to be clear to FOS that you are making two complaints – about the overdraft befor 2020 being unaffordable and the consolidation from 2020 being unaffordable.
EP says
Hello Sara
I made a compliant to the FOS after receiving no response from NatWest after filing my complaint with via their online complaint form in September.
I have received a response from the FOS stating that NatWest have no record of my complaint being made and that I would have to resubmit to them directly and wait until I receive a final response before they can intervene.
I explained that when I submitted my complaint online it did go through successfully so NatWest should have received it and I was not at fault if they claim to have not received it.
I don’t want to resubmit my complaint online , wait another 8 weeks and then be told they haven’t received it again.
What do you suggest is the best method to proceed?
Sara (Debt Camel) says
You filled in their form? Or sent an email?
EP says
I filled in their online complaint form, apparently this is their preferred method. The form was definitely submitted as a message popped up on screen. I didn’t take a screenshot as I thought they would send an acknowledgment email with my complaint reference which never arrived. I did keep copies of my actual complaint which I sent to FOS but after NatWest said they hadn’t received them I am now being asked to resubmit them wait another 8 weeks.
Sara (Debt Camel) says
This is why I suggest sending complaints by email. As by email you have record of what you sent and when. I am sorry but you now need to send the complaint again as there is no proof of what you sent before.
EP says
Thanks Sara
EP says
I just wanted to add although NatWest claims to have never received my complaints I have just noticed they sent me a letter in November, 2 months after my complaint, stating they would not be sending me a new credit card when my current one expired due to concerns with my usage. My usage has been the same ever since I was issued with it 6 years ago, it cannot be a coincidence that they have just now sent me this letter. In any event, I have resent my complaints this time by email.