What Jonathan and Corinna did next....

Ms. C. Rarity,
NatWest,
Application Verification Unit,
Younger Building,
3 Redheughs Avenue,
Edinburgh EH12 9RB


27th September 2007

Dear Ms. Rarity,

Thank you for your letter dated 26th September 2007. Whilst we accept your apologies, there are a number of issues that need to be sorted out before we can forget the matter.

1. Reinstatement of lost facilities


Until the unfortunate events of last week, I had the following facilities on my account:

· Debit card and cheque book
· Internet banking
· £2,000 guaranteed overdraft

I would like written confirmation from you that these facilities will be automatically transferred to my new account.

2. Apologies

Whilst, as I stated above, we accept your apologies for having closed our bank accounts, the following issue has not been addressed. Whilst my wife received a letter last Wednesday, telling her that our joint account had been closed, I still have not received any such letter from the Accounts Closure Team. NatWest took it upon themselves, not only to close my account, but to write to various people who were paid by standing order and by direct debit, telling them that these payments had been cancelled, without having the courtesy of informing me of the fact. This, by anybody’s standards, is an appalling breach of professionalism.

The letter to my wife was sent to her old address. If she had not had a re-direction service she would not have received it, although the acceptance letters had been sent to the correct address.

We would like an explanation for this, and a full apology from the Accounts Closure Team.

3. Compensation

These events have caused us an enormous amount of social and financial embarrassment, extra work, and almost unbearable levels of stress. The original letter we were sent (copy attached) was couched in such offensive terms that we were both very upset and traumatised.

We feel that we should receive some measure of financial compensation for this. As you have stated in your telephone call, the whole affair was caused by a wrong decision by the Accounts Closure Team. Under these circumstances, I am sure that you will agree that a mere apology is not enough.

We realise that none of this is your fault, or the fault of anyone else of the Application Verification Team. However, as you have been the only person within the NatWest management who has treated us with courtesy and kindness, we hope that you will forgive us writing to you on this matter.

Best wishes,

Yours sincerely,



Jonathan Downes Corinna N. James