Broker or Lender

geoffmr1

ANY_CHANCE wrote: »

Any news on this one geoff??

I am about to resend my complaint to FOS re Norton only 2 years after my first complaint lol!!

Hiya,

Unfortunately there is still no update. I got the original letter from the FOS saying they will ask Norton for their side, but that they are very busy and will be back in touch within two months. Those two months passed & I phoned them, apparently they had contacted Norton & were awaiting a response. A few days later they sent me the same thing in writing, saying they would be back in touch within two months again. Then last Saturday I got another letter from the FOS which was exactly the same as the original one, saying they need to contact Norton. Again I phoned them & the lady I spoke to couldn't understand why the letter had been sent & was passing the details on for someone to get back to me, so far I've heard nothing.

I don't hold much confidence in the FOS anymore. This is the second time something like this has happened, it's now nearly 5 months since my complaint went in & they haven't even had a response from Norton yet.

di3004

geoffmr1 wrote: »

Hiya,

Unfortunately there is still no update. I got the original letter from the FOS saying they will ask Norton for their side, but that they are very busy and will be back in touch within two months. Those two months passed & I phoned them, apparently they had contacted Norton & were awaiting a response. A few days later they sent me the same thing in writing, saying they would be back in touch within two months again. Then last Saturday I got another letter from the FOS which was exactly the same as the original one, saying they need to contact Norton. Again I phoned them & the lady I spoke to couldn't understand why the letter had been sent & was passing the details on for someone to get back to me, so far I've heard nothing.

I don't hold much confidence in the FOS anymore. This is the second time something like this has happened, it's now nearly 5 months since my complaint went in & they haven't even had a response from Norton yet.

Hi there

Sorry to hear your still waiting.

Mine have been with the FOS since about Oct 2009, and have received letters like yours, I understand they have large volumes to deal with, but can understand it can be frustrating as well.
If you in any financial hardship, it may well be worth mentioning this to the FOS and ask if they could consider fast tracking, although I do understand there is a list for this as well.

Hope you hear soon from them with some good news, fingers crossed.;)

marshallka

di3004 wrote: »

Hi there

Sorry to hear your still waiting.

Mine have been with the FOS since about Oct 2009, and have received letters like yours, I understand they have large volumes to deal with, but can understand it can be frustrating as well.
If you in any financial hardship, it may well be worth mentioning this to the FOS and ask if they could consider fast tracking, although I do understand there is a list for this as well.

Hope you hear soon from them with some good news, fingers crossed.;)

Di I think yours is cause its against the actual insurer and getting them complaints across is much more complex. Your others were fast tracked but even fast track on the insurer ones are having to wait so I think the hold up on yours is actually that they are in meeting with insurers about jurisidctions. That is what I was told when I complained about the length of time my rebate complaint was there. I asked about the fast track ones against insurers and was told that even the ones that were fast track for "misselling" were having to wait because of these meetings and getting insurers to take responsibility.

As regards the ones against Norton, they are, or should be "normal complaints" and providing they were sold since Jan 05 these would be under jurisdiction. Just because the principal firm is called Norton Insurance Services I don't think they are classed as against the insurer so should be adjudicated sooner and without any problems.

Hope you all get them sorted soon.

di3004

marshallka wrote: »

Di I think yours is cause its against the actual insurer and getting them complaints across is much more complex. Your others were fast tracked but even fast track on the insurer ones are having to wait so I think the hold up on yours is actually that they are in meeting with insurers about jurisidctions. That is what I was told when I complained about the length of time my rebate complaint was there. I asked about the fast track ones against insurers and was told that even the ones that were fast track for "misselling" were having to wait because of these meetings and getting insurers to take responsibility.

As regards the ones against Norton, they are, or should be "normal complaints" and providing they were sold since Jan 05 these would be under jurisdiction. Just because the principal firm is called Norton Insurance Services I don't think they are classed as against the insurer so should be adjudicated sooner and without any problems.

Hope you all get them sorted soon.

Yeah that's right Marshallka, with it being different with involving the insurer to the actual broker where is will be more straight forward....with the broker etc.

I must say though they have kept in touch pretty regular.

The complaint went in about October 2009 time and received the first letter dated 10 November to thank us for contacting them on our complaint, they will ask Hamilton for further information, and as soon as they are able to do so they will pass on to one of their adjudicators.
This one was sent by the Consumer Consultant, who was the one who said to submit the complaint.

Received an email in December 2009 to confirm they will be in touch with an update within about 4 weeks.

The letter after that was dated 5 January 2010 from the Head of Casework, to inform us that they are aware that one of their colleagues wrote to us recently and the next step will be to the adjudicator who will consider carefully what us and Hamilton have said, before giving their views on how this should be settled.

The most recent letter dated 26 January 2010 from the Casework Support Administrator, to let us know they are now waiting for this to be allocated and just to let us know that they should be in touch in about 4 weeks time to keep us updated on the progress.

So they are passed on to other sections whilst waiting to have them passed on to the adjudicator, going by the different sections sending out the letters.

Not sure about the fast tracking side of it though.........no mention of that.

ANY_CHANCE

geoffmr1 wrote: »

Hiya,

Unfortunately there is still no update. I got the original letter from the FOS saying they will ask Norton for their side, but that they are very busy and will be back in touch within two months. Those two months passed & I phoned them, apparently they had contacted Norton & were awaiting a response. A few days later they sent me the same thing in writing, saying they would be back in touch within two months again. Then last Saturday I got another letter from the FOS which was exactly the same as the original one, saying they need to contact Norton. Again I phoned them & the lady I spoke to couldn't understand why the letter had been sent & was passing the details on for someone to get back to me, so far I've heard nothing.

I don't hold much confidence in the FOS anymore. This is the second time something like this has happened, it's now nearly 5 months since my complaint went in & they haven't even had a response from Norton yet.

Thanks Geoff,

Sorry to hear things are taking a while for you too. I know what you mean about the FOS. Though i find some complaints go through much quicker than others.

It is very frustrating and at the moment i am not holding out much hope ....only because im the kinda person that likes to think the worst will happen then i am pleasantly surprised if things turn out well!! lol;)

I always wanted to be part of a protest group and i suppose With all this reclaiming we are...but its a cyber protest group

any way im wittering on, i hope you hear from FOS soon geoff xx

marshallka

Good luck both Geoff and Anychance.

ANY_CHANCE

Recap -
initial complaint to Norton rejected 2008
FOS said they were not under jurisdiction 2008
Thank goodness for peeps on this site who made me brave enough to resend complaint to FOS to say that Norton were under their jurisdiction (2010)
FOS adjudicator agreed this to be the case
Norton disagreed said out of time limit
case referred to ombudsman

Today had a letter to say that
FOS ombudsman has looked at the case and also agreed so now the case goes back to the adjudicater for investigation

marshallka

ANY_CHANCE wrote: »

Recap -
initial complaint to Norton rejected 2008
FOS said they were not under jurisdiction 2008
Thank goodness for peeps on this site who made me brave enough to resend complaint to FOS to say that Norton were under their jurisdiction (2010)
FOS adjudicator agreed this to be the case
Norton disagreed said out of time limit
case referred to ombudsman

Today had a letter to say that
FOS ombudsman has looked at the case and also agreed so now the case goes back to the adjudicater for investigation

So pleased for you ANY CHANCE, I knew you should have the complaint looked at FOS as it was sold after all sales of insurance were regulated. IF FOS could not look into it then they sold it illegal anyway as they should have been regulated. FOS turned EVERY Norton complaint away saying they were not under their jurisdiction and so many have left it at that so I would think that FOS should write to each and every one of them (that were sold since regulation of all insurance 14th Jan 2005) and tell them THEY made a mistake.
Well done
:T

ANY_CHANCE

Thanks Marshalka,

In the letter from the ombudsman includes a sentence where they admit that fact that the FOS did make a mistake in saying the case could not be looked at. I personally think you are right that the FOS should write to all those they turned away but i doubt they will.

di3004

Great news this AC, well done!:j:j:T:TXX