Home News Mr Justice Consumer Advice

NatWest held to account over moving story

Aug 24 2008 by Mr Justice, Sunday Sun

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BANKS like to find new ways of charging customers but this takes the biscuit.

Darren Bradley incurred charges because his bank, NatWest, got his address wrong.

Their mistake meant his monthly card payment was not made because the bill was sent to the wrong address. And that’s when they imposed a non-payment fee.

Darren, of South Shields, South Tyneside, said: "I recently moved to a new house with the number 244.

"I told NatWest but, when this blew up, I found out they had me down as 224.

"They apologised and said it would not happen again."

So how did he fare the following month? You guessed . . . it happened again.

Darren said: "Would I be able to get any compensation for the phone calls, the worry, and the sheer incompetence?"

A spokesman for NatWest confirmed that it was their fault.

He said: "We have spoken to this customer and agreed compensation.

"We have identified the key issue as being down to human error.

"The situation was resolved but the second charge was incurred before the correction was made. It will not happen again."

The charges were withdrawn and Darren accepted £100 compensation.

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