The latest correspondence with TLT Solicitors and NatWest Bank highlights a pattern: both institutions are avoiding putting anything substantive into writing, preferring phone calls or vague acknowledgments. This is a strategy to avoid creating an audit trail.
TLT’s Reply (24 September 2025)
Good morning,
We confirm receipt of your email dated 22nd of September, thank you for the information you have provided.
Please contact our office on the number below at your earliest convenience and an agent will be happy to help you.
Kind Regards, Customer Contact Team
Instead of providing any written response, TLT simply acknowledges receipt and insists on a phone call. They want substantive discussion kept off the record.
NatWest’s Reply (22 September 2025)
Dear Mr
Thank you for your recent email.
The reference number of your query is [removed], please quote this when you contact us.
We have reviewed your query and have passed your details on to the relevant team who we feel are best placed to deal with the query you have raised.
We hope you will understand that we do not normally send our full response by e-mail, as may include confidential information that could be read by other people.
If you would like to contact us in the meantime, please e-mail us.
Regards, Customer Service Team
Response:
NatWest uses the same tactic: saying they do not normally send full responses by email. The justification that emails could be read by other people is weak given the availability of secure systems. What it really means is that NatWest does not want to be held accountable in writing.
Why this matters: both TLT and NatWest are evading accountability by ensuring there is no written record of their positions. This makes it impossible for customers to verify decisions, escalate issues using documented evidence, or expose misconduct through a clear paper trail. Instead, customers are pushed into undocumented phone calls where statements can later be denied.
The only time TLT is willing to use emails is when they think they can reset the narrative, but we stopped their attempt to do that, click here.
Update 1 (on the topic of another email)
From: Customer Contact Team <Customer.ContactTeam@TLT.com>
Subject: 085436/006041 Kaye
Date: Sep 26 2025, at 10:27 am
To: ‘info@propertycorruption.com’ <info@propertycorruption.com>
Good morning,
We are writing regarding your email from the 21st of September which was sent at 9:49 AM.
Please call into our office at your earliest convenience to discuss this matter further with an agent who will answer any questions and queries you may have.
Kind Regards,
Customer Contact Team
From: info@propertycorruption.com
Subject: Re: 085436/00 (removed for article)
Date: Sep 26 2025, at 11:54 am
To: Customer Contact Team <Customer.ContactTeam@TLT.com>
You mean 10.49? and why won’t you respond by email?
Regards,
Propertycorruption.com
From: Customer Contact Team <Customer.ContactTeam@TLT.com>
Subject: 085436/006041 Kaye
Date: Sep 30 2025, at 2:10 pm
To: info@propertycorruption.com
Good afternoon,
We confirm receipt of your email dated 26th of September, thank you for the information in the previous emails.
Please contact our office on the number below at your earliest convenience and agent will be happy to discuss your queries with you.
Kind Regards,