Compensation...what do you think (FINAL PART 3)

[MustangLady]

(Thanks for staying with me... FINAL PART)...
The Halifax however, were not returning any of my calls when they said they would and I had to make most of the calls on my mobile and take time out of work to sort it out. They eventually admitted their error and confirmed that I'd cancelled the mortgage and it should never have gone ahead.They had to re-calculate the shortfall figure minus the Early Repayment Charge and fax papers to the solicitors (which incidentially I had to chase for 3 times during 1 hour). In Sept'07, I took this matter up with the Financial Ombudsman, sending them copies of all correspondence and telephone records.Up until now the Halifax have failed to response. However, today I rcvd a call from the Halifax stating that the first they knew of my "complaint" was in a letter dated 18th Febr this year, from the Financial Ombudsman. They realise that they'd made an error and will be sending me a letter of apology. In addition, they will reimburse me for the difference in costs of the mortgage payments that they had taken from my account in error, over period of 3 months incl any interest at that time. They have also offered me compensation of �150 for the 'inconvenience caused',all of which they will put in writing to me today.
Firstly, the Halifax have now decided to respond to me directly via telephone; is this correct or should they have responded to me via the Financial Ombudsman?
Secondly,do you think the offer they have made to me is fair&reasonable,considering the anguish and stress they caused to me over this?
Anyone out there who is willing to give their comments&advice, I would appreciate it. If you're still with me, thanks for reading ... ML x

[factor-fiction]

pheww!
Personally I'd take the money and put all the problems behind you. If you fight on it may become an obsession, all for the sake of perhaps an other hundred pounds or so. Good luck in whatever you decide

[ladyalex]

After all this fuss and bother I'd tell them �150 was nothing like what I'd want in compensation. Doubt it covered the phone calls. They may just be trying it on with you to see if you will accept a small amount. I cannot see what harm it would do you to say that you feel you are entitled to a rather higher amount of compensation.
I think I would want all communications from them in writing from now on.
Although Factor30 is right about it becoming an obsession, I'd fight on for a bit longer before trying to put it all behind me. No more Halifax accounts, though!
Good Luck.

[rabbitygirl]

Linked to a mortgage mess up, tho not as bad as yours, my bank (different from yours) has also offered me �150 as compensation and paid back interest wrongly charged on my mortgage.

I am about to write back asking for a little more. A badly handled application, which took nearly 3 months to complete, cost me time, an unnecessary car journey of 250 miles, credit card interest, and if I hadn't already bought the place with cash, I would most likely have lost that to another buyer. I couldn't access my own mortgage funds locked at my solicitors causing a furious showdown in the bank foyer over their sheer ineptitude and lies.

I also want my branch to apologise for losing a hand delivered letter of complaint, to the manager, lost within her own branch.

No harm in asking for some more. Looks as if �150 is the industry standard starting point. But I dont expect they yield much.

[meglet]

MustangLady I would definitely hold out for more. You have nothing to lose as they've admitted fault and offered �150 so you'll at least get that, even if no more.

I would suggest you write to them, copying in the Financial Ombudsman, and itemise all the time you have spent resolving their mistake with a cost against each line. So, for example, if you have taken a day off ask for the cost of your days wages back. Put a cost for each call or trip to your bank or solicitors. Why not include parking as well? Then include a sum you think is more appropriate for the stress this has caused you. That way you are not making up an arbitrary sum and can shown exaclty how much this episode has cost you. If you then get a value of say �500 it gives a starting point, they may bargain you down but I bet they just pay up to get rid of you.

I suspect that many people just give in at this point and then all its cost the bank is �150. Fight your corner and get an amount more in keeping with what you expect.

Good luck.

[MustangLady]

Thanks all for your answers, much appreciated. I will itemise all my costs for calls, parking, petrol etc and my time as I did take time out of work. I will also today speak with the Financial Ombudsman to find out if the Halifax correctly came to me with direct response or if they should have gone via them. Again, much appreciated. I'll let you know how i get on.

[rabbitygirl]

I have today received an improved offer of �250. I am going to accept as it's one more thing not to have to deal with.

I also got my branch letter of apology. They have no idea what happened to that hand delivered letter tho ...