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Monday, November 21, 2022

TONY HETHERINGTON : Deposit Protection Service must sort out its act

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Tony Hetherington is Monetary Mail on Sunday’s ace investigator, combating readers corners, revealing the reality that lies behind closed doorways and profitable victories for individuals who have been left out-of-pocket. Learn the way to contact him beneath. 

J.C. writes: Deposit safety schemes are backed by the Authorities and are supposed to guard tenants from rogue landlords. 

Nevertheless, greater than three months after leaving a property, I’m nonetheless ready to get my deposit again from the Deposit Safety Service in Bristol, which is run by Computershare Investor Companies. 

Safeguard: Deposit safety schemes are backed by the Authorities and are supposed to guard tenants from rogue landlords

Tony Hetherington replies: While you pressed the Deposit Safety Service to return the £1,425 you have been owed, workers on the Bristol firm claimed you had entered the flawed data in your request for the return of your cash. 

You may have instructed me that you just consider that as a substitute of sending the cash to your account with First Direct, they mistakenly tried to ship it to First Direct’s guardian financial institution, HSBC. While you tried to hint the lacking cash, you discovered that the account DPS mentioned it paid merely doesn’t exist. And after a number of making an attempt, DPS had been unable to seek out your cash, leaving you significantly out of pocket. 

On the coronary heart of this lies DPS’s declare that you just gave them the flawed financial institution kind code quantity. 

However, you say you’d hardly know the type code quantity from reminiscence, so would have had your financial institution card in entrance of you once you typed within the particulars of the place DPS ought to ship your cash. What DPS has admitted is that once you rang up and requested in regards to the delay in paying you, DPS workers instructed you it was as much as you to contact your individual financial institution and ‘request they return the funds’ – although, after all, your financial institution had by no means acquired the funds and knew nothing in regards to the lacking cost. DPS despatched you £25 as an apology for this. 

This was irritating sufficient, however there was a glimmer of hope in an e mail from DPS which instructed you: ‘The financial institution has replied and has accomplished a cost restoration kind to retrieve the funds and ship again to us. This may take as much as 36 days.’ 

However this glimmer was extinguished 5 days later, when one other e mail from DPS made no point out of it and instructed you that no additional DPS errors had been discovered. 

I requested officers at DPS to analyze, they usually have insisted that you just gave them a form code which was not even one utilized by your individual financial institution, so the cost went fully flawed. 

They are saying that the financial institution which acquired the cash accepted it however couldn’t credit score it to any account. 

While you contacted DPS, it took nearly three months to hint the cash and recuperate it. You may have now acquired £1,419, which is £6 in need of what you anticipated, however you determined to not make a fuss about this. 

You may have instructed me: ‘I’ll preserve till my final breath that if I’m placing financial institution particulars in, I’ve the cardboard in entrance of me. I would perceive if there have been digits reversed – however a very flawed kind code for a very completely different financial institution? In hindsight, I ought to have taken a display screen shot.’ Good recommendation!

Scottish Widows’ silence over late mum’s coverage 

Delay: Scottish Widows paid an extra £300 by way of an apology

Delay: Scottish Widows paid an additional £300 by the use of an apology

I.M. writes: My mom handed away on March 16 and I began arranging her funeral. She held a life coverage taken out in 1993 with an assured sum on dying of £1,651. 

On March 22, I crammed within the Scottish Widows bereavement kind on-line and emailed a duplicate of the dying certificates. 

I heard nothing, so I referred to as them on April 8 they usually bought me to repeat all the data I submitted on-line. 

Tony Hetherington replies: You may have instructed me that once you nonetheless heard nothing, you referred to as Scottish Widows once more on Might 4, and this time you have been instructed to ship the dying certificates as soon as extra, however to a distinct e mail tackle, which you probably did. You additionally accomplished an internet grievance kind and acquired a letter dated Might 10, saying somebody would contact you, however no person did. 

I requested Scottish Widows to look into this, and a spokesperson instructed me: ‘We’re sorry for the service Mr M skilled on this event.’ The coverage cost has instantly been made to you, along with £16 curiosity and £300 as an apology.

I’ve put £40,000 into my Halifax account… however the place is it now?

B.M. writes: I’ve a Halifax Funding Fund Managers account that I’ve been paying into for a few years. 

I estimate I’ve invested greater than £40,000, however now I can not get Halifax to present me any details about this. 

Missing money: B.M. estimates he has invested more than £40,000, but now he cannot get Halifax to give him any information about this

Lacking cash: B.M. estimates he has invested greater than £40,000, however now he can not get Halifax to present him any details about this

Tony Hetherington replies: You had a gathering with an adviser at your Halifax department some months in the past. You requested about your funding, which you pay into each month, however the adviser replied that he had by no means heard of the scheme. Since then, you might have written twice to the department with out receiving any reply.

 I requested Halifax what had gone flawed, and a spokesperson admitted that department workers ought to have been in a position to find your funding account as you gave them sufficient data to take action. Halifax instructed me: ‘We’re sorry for the service Mr M skilled as we consider we might have dealt with it higher.’

Halifax has now offered valuations exhibiting that your investments are unfold throughout a variety of funds and are price simply over £122,000. 

And Halifax has supplied you £35 ‘as a gesture of goodwill’ for failing to hint your investments or reply to your letters. I can not say that that is beneficiant, however I’m certain you’re relieved to seek out that your cash is protected and has grown over time.

My spouse’s pension has been cancelled

T.T. writes: On April 7, we acquired our month-to-month financial institution assertion and located my spouse’s pension had not been paid for 5 weeks. 

We telephoned the Division for Work & Pensions, and in 55 minutes we made three calls and have been handed to 3 completely different departments. 

Cancelled: T.T.  received his monthly bank statement and found his wife's pension had not been paid for five weeks

Cancelled: T.T.  acquired his month-to-month financial institution assertion and located his spouse’s pension had not been paid for 5 weeks

Tony Hetherington replies: While you referred to as the primary time, the DWP official instructed you – moderately rudely, you say – that your spouse had failed a safety test. He instructed you to name a distinct division, however once you did this, you have been instructed you actually wanted to name but once more and ask for a division coping with modifications of circumstances, despite the fact that your circumstances haven’t modified in any respect.

This time, you struck fortunate. A useful younger man defined that the DWP had made an error and despatched a letter to your spouse at a flawed tackle. The letter had been returned to the DWP, so workers had cancelled your spouse’s pension. 

After I appeared into this additional, I discovered that somebody on the DWP had reversed the final two letters of your postcode. I believe the remainder of the tackle was auto-completed by the DWP pc, and this was sufficient to ship the letter to your own home quantity however in a very completely different highway. 

Officers say that as a result of they have been unable to contact your spouse or to substantiate her tackle with the native authority, ‘a brief maintain was positioned on Mrs T’s account as a precautionary measure’. Your spouse’s pension has now been reinstated and arrears paid. 

In case you consider you’re the sufferer of economic wrongdoing, write to Tony Hetherington at Monetary Mail, 2 Derry Avenue, London W8 5TS or e mail [email protected] Due to the excessive quantity of enquiries, private replies can’t be given. Please ship solely copies of unique paperwork, which we remorse can’t be returned. 

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