Which? - Banks detering customers from reclaiming fees

"Banks 'underhand' in fees claims
Some banks are using "underhand" tactics to deter customers from challenging fees incurred for exceeding overdraft limits, Which? claims.
A report by the consumer campaign group says some banks have threatened to close accounts or charged too much for statements needed for claims.
It comes as the Office of Fair Trading is preparing to report on bank fees.
The British Bankers' Association called the research "unfounded" and said bank account fees were "perfectly legal".
"In an attempt to avoid paying consumers what they are due, we have found that banks are employing increasingly underhand methods to avoid their responsibility to treat their customers fairly and refund the charges."
He said Which? believes banks have been over-charging customers who exceed their overdraft limit "for years" and "charging billions" in the process.
He told BBC Radio's Five Live that Which?'s research had found delays in answering letters and some banks closing accounts "if consumers challenge these charges".
'Put off'
"Many consumers, we know, have successfully challenged their charges, but we're a bit concerned that maybe some people are being put off by the length of time and the difficulties that they're facing," he said.
The consumer campaign group said it heard evidence of several cases of banks charging between £3 and £5 per page for duplicate statements to start their claims. The law states they can charge a maximum of £10 in total.
However, Eric Leenders from the British Bankers' Association told BBC Breakfast that bank account fees were "perfectly justifiable and perfectly legal".
"We would say that if people feel that they, in turn, have been charged unfairly, they should always speak to the bank manager first.
"The information that's provided by Which? is unfounded and, in fact, could potentially be quite misleading."
Last year the top six High Street banks in the UK made an estimated £4.5bn from penalty charges, which include charges incurred for unauthorized overdrafts and bounced cheques."
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I don't understand this.
Why do people need duplicate statements to start their claim.
What's wrong with the originals?
Reply to

It may surprise you to know that most people don't keep statements. In fact they don't even look at them before putting them in the bin.
Reply to
Jonathan Bryce

No it doesn't suprise me at all.
But what does 'annoy' me is people pretending that a charge to replace something that one 'ought' to have kept is an underhand tactic by (in this case) banks to stop customers complaining.
If customers want to complain in the future, they should keep receipts. If they don't, they have no right to complain about a charge for replacing that lost item.
Reply to
The banks are charging too much for the copy statements. That's why people are complaining. Surely you are not in favour of excessive charges for duplicates?
Reply to
Peter Saxton

They are quoting a price which the customer is free to accept or not.
(and yes I know that if a correctly worded DPA access request is made, the data can be obtained for less. But the bank are far from alone in ignoring incorrect access requests - usuallly to the effect of claiming that the data unsuppliable rather than just charging more than allowed for it)
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Lloyds I think wanted £5 a sheet a while ago, but in the end didn't charge me at all. Wasn't in relation to reclaiming charges.
I have to say that my feeling is people who have had £1000s of bank charges due to going overdrawn and bouncing things have more to worry about than getting the cash back. They should probably take some basic lessons in managing a bank account.
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