Can I submit a "resolved" complaint to Financial Ombudsman

westendlad8

Hello all,

I'm a newbie on this supeb site!

I am looking for advice on a mortgage customer service complaint that I have been trying to resolve with my bank for the past 15 months. They have offered me a settlement of £200 by way of a goodwill gesture but confirmed that there is no case to uphold my complaint. I personally feel that there is a very strong case to evidence that the customer service I received in the sale of my mortgage was well below the standard expected (For example, the way my bank handled my complaint breached all the FSA complaint handling rules).

As the case has dragged on for 15 months and the prospect of taking my complaint to FOS would mean a further wait, I decided to accept the £200 goodwill gesture. I did speak to the FOS who advised me that if the FOS found in favour of my bank, I would forfeit my right to the £200 goodwill gesture. I was not prepared to lose that right as I had spent 15 months getting the bank to agree to offer me some form of financial compensation (originally my bank offered me nothing!).

After reading your newsletter today in particular the article about not giving into banks with regards to complaints, I feel that I may have given in too early! (and perhaps been given the wrong advice by the FOS???)

My question is : Can I still take my complaint to the FOS given that I have accepted the goodwill gesture from my bank in settlement of my complaint?

Any advice regarding my situation would be most welcomed.

LW

facetheglue

Yes, if you haven't accepted the goodwill gesture ask them for a final response and then go to the FOS.

cleo1299

westendlad8 wrote: »

My question is : Can I still take my complaint to the FOS given that I have accepted the goodwill gesture from my bank in settlement of my complaint?
LW

Ring the Ombudsman's Office and ask: 0845 080 1800. Or email them (complaint.info@financial-ombudsman.org.uk)