COMPLAINT TO ADVERTISING STANDARDS AGENCY
I have just completed my online complaint to the ASA. It is a five step process. The basis of my complaint was targeted only at the statement of the West Brom website. My thinking is that if we over-complicate matters for the ASA they might decide to refer the complaint to the Financial Ombudsman or the FCA and we know know what a black hole those organisations can be. Therefore, focussing purely of the website advertising, and what I beleive to be a smoking gun case, will hopefully be useful for us to use as evidence in our main legal battle. Needless to say, it will also be a great annoyance to West Brom and very embarrassing for them if/when complaints are upheld.
If you want to do something similar and make a complaint of your own this is the link you will need to get you started >>> http://www.asa.org.uk/Consumers/How-to-complain.aspx
The first 4 steps of the complaint process are very simple to complete, it’s just your details and a few questions to answer regarding the basis of your complaint.
Step 5 of the complaint process is the meaty bit, i.e. the basis of complaint. Below (in this dark blue colour) is what I wrote …..
The West Bromwich Building Society website said
“Tracker mortgages give you the certainly of knowing that the rate you pay will move in line with Bank Base Rates”
I took this at face value, as it would appear 6,700 people who purchased this product did.
Bank Base Rates have not moved for nearly 5 years but West Bromwich Building Society have decided to increase the interest rate on my buy to let tracker mortgage by 1.9% as of 1st December 2013. Therefore, my complaint is the statement on the West Bromwich Building Society website was misleading. This is the sole purpose of my complaint to ASA at this stage.
For further information …..
West Bromwich Building Society are pointing to small print in their Mortgage Conditions to justify this increase and I am taking legal advice together with a large group of other affected borrowers about this. I also believe their mortgage documentation was misleading and that their hike in interest rates is not legal but that’s another story.
You may also wish to note that West Bromwich Building Society also believe they have the right to call in these mortgages within 28 days, even if their customer isn’t in default. They are actually using this as a veiled threat in response to complaints from their customers about the interest rate hike. The legal action group I am part of are also taking Counsels advice on this point as this appears to be out of sync with the rest of the mortgage market. Again there was not mention of this on their website or on their offer documentation. It was another clause buried into their mortgage conditions brochure.
I backed this up with the following link with an explanation that I took this screen shot from the West Brom website and now host the screen shot on my website as evidence for all to see. Link here >>> http://www.property118.com/wp-content/uploads/2013/09/West-Brom-Screen-Shot-21.png
Since making my complaint to the ASA I have gathered further evidence of the West Brom’s misleading financial promotions for their tracker rate mortgages which appeared on their website back in January 2008. This evidence was obtained via the “Wayback Machine” – see >>> http://web.archive.org/web/20070701010120/http://www.westbrom.co.uk/westbrom/mortgages.category?id=26
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