Martin Knipe is the Director of the Firm, Facility Review Ltd. He has experience in dealing with banking disputes on behalf of clients, both directly with the Banks, the Financial Ombudsman and, in certain circumstances, through the Courts as a representative providing expert witness testimony.
Prior to his time, from the late 1990s onwards, in dealing with clients disputes and concerns on an independent basis, he had worked for a High Street Bank in a variety of roles that built up the relevant understanding in how to deal with clients’ complaints, that have borne so well for his future use.
Facility Review runs a small office that provides the unique individual service that enables us, with our experience and close contact with clients, to find information that the majority of other people and Claims Management Companies are simply unable to source or look into.
We can deal with a vast array of any form of financial claim. Primarily we are dealing with Payment Protection Insurance claims, where we are dealing with claims from as far back as the 1980s and 1990s without any form of paperwork or information. We are also dealing with Packaged Bank Account charges, where some of the current account providers are providing responses that are challenging to reply to, and require a fair degree of knowledge and determination in order to successfully achieve a refund for the client.
Packaged Bank Account fees are, at present, taking up a considerable amount of the Banks’ annual provisions, having taken over the mantle of the Payment Protection Insurance provisions that have been in the news somewhat over the last 5 years. Whilst Packaged Bank Account charges will never reach the heights that Payment Protection Insurance claims have (due largely to the fact that there are not the sheer tens of millions of Packaged Bank Account facilities that there are with the Payment Protection Insurance claims) they will probably still end up costing the Banks anywhere between £2billion to £3billion by the end of these claims. We foresee Packaged Bank Account claims continuing to increase for another possible 5 or even 6 years.
With our knowledge and understanding in dealing with banking disputes, it is important that we maintain a strong position with the Banks, but also offer a professional and determined hand when dealing with them. We are not argumentative and we do not seek to antagonise the Banks, as it could well be holding your current account – and we would not wish to affect the current relationship between the client and Bank.
We do however politely ascertain whether a Packaged Bank Account facility is in place (which is likely to be the case) then ask in a professional way whether this can be reviewed and, in particular, request details in relation to the sales process and whether the requirements of the customer have been met.
It is important to maintain a firm line with Banks, but at the same time, not antagonise them. This is because, ultimately, if they do not want to deal with you as a Firm – they do not have to! They know however that it is in their interests that we will deal with them in our certain way. Whilst we are hard, we do play fair. The Banks do tend to appreciate this albeit from a professional stance, rather than appreciate our existence where we obtain money for our clients.