THE ROYAL Bank of Scotland has apologised to a great-grandmother who says her signature was forged to get her to cough up for a financial service she didn’t want.
Jean Mackay, a retired teacher, noticed she was paying for PPI several years ago, despite ticking a box saying she did not want it.
Now, RBS has offered Jean a “sincere apology” and £500 in compensation.
Jean approached RBS after she first noticed she was paying for PPI and they produced a document showing her “signature” authorising it.
And when she said her signature had clearly been faked, they refused to admit any wrongdoing and merely refunded her the fees.
But not satisfied, Jean, from Forres in Scotland, contacted the Financial Ombudsman but was told she may have “forgotten she had signed it”.
Jean told the Scottish Mail on Sunday: “‘It was a fraud, not my signature. If I had forged my name on something, it would be a police matter. They should not get away with doing things like that to people who are trusting them.
“Someone had forged my signature. I asked them to accept my name had been forged on an official document. I took it to the local branch, then I went to head office. They insisted I had signed it. I was really annoyed.”
She also wrote back to the Ombudsman saying: “I am not senile nor a liar, nor am I intent on defrauding the bank.
“I have pursued this complaint for over four years expecting, at the very least, an apology, but becoming ever more frustrated by the bank’s refusal to accept my word and denying all responsibility or liability.”
Even a graphologist has confirmed that the difference in signatures is glaringly obvious.
Jean was forced to pause her campaign in 2014 because of a cancer diagnosis but later resumed it.
When the bank was confronted again it finally admitted forgery but claimed it was an “isolated incident”.
A spokesman for RBS said: “The incident took place nearly ten years ago and so we are unable to look at the case again in detail.
“However, at the time a full investigation was carried out and it was found to be an isolated incident in that branch.
“Based on the information we have available today we would like to offer a sincere apology and compensation of £500.”