Two weeks earlier than finishing on my new home, I notified my financial institution, NatWest, that funds could be transferred through my present account to my solicitor. It assured me there could be no downside and despatched a congratulatory bottle of alcohol.
I duly transferred £260,000, whereupon NatWest refused entry to my funds. First, it instructed me to make use of a public fax bureau to transmit delicate particulars, then that I needed to resubmit my biometrics in a department.
I was despatched the addresses of a department in Cornwall and one within the Hebrides. I reside in Northern Ireland. After I’d booked a ferry to the mainland to conform, the financial institution U-turned and let me renew biometrics at Ulster Bank.
The distributors, in the meantime, had lost endurance and positioned the property again in the marketplace.
In desperation, I known as NatWest’s fraud division. It informed me I may, all alongside, have made a Chaps fee instruction by telephone. I did, the financial institution verified the payee account and twice promised the funds could be transferred instantly. Twice it didn’t occur. It turned out the financial institution had recorded the type code incorrectly. NatWest supplied £175 for this error. Had I seized the financial institution’s cash would they settle for £175?
AF, Bangor, Co Down
You did full two weeks later than deliberate, however NatWest’s delays nearly value you your new home and one other month’s lease.
You say being barred out of your life financial savings was terrifying. When I questioned it, NatWest apologised for “the inconvenience” and admitted a “service failing” prompted a “slight delay”. This, it seems, refers back to the kind code error.
It informed me it required further info for safety causes and solely admitted additional service failings when I pressed it. The financial institution ought to have explored “emergency” choices for sending the data sooner, it conceded, and belatedly recognises that your expertise “did not meet our usual high standard”. Your case is now with the Financial Ombudsman Service.
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