Financial Ombudsman Problem

Thewack

Here's an interesting one (I think at least).

Has anyone else had any problems with the Financial Ombudsman service itself. I have a query with GE Money where I believe they owe me PPI as I paid a single term premium for 10 year cover and paid within a year. I wrote to GE and was told no case to answer so mailed the FOS who said they couldn't help until I'd had GE's final answer, which I'd already had. I then had to send all the paperwork again (with no apology I hasten to add) only to then get another reply advising me that unless I send copies of the paperwork they are unable to help. I assume they're really busy and assume the 2 bits of correspondence crossed in the post but just wondered if anyone else has had problems with the FOS? Obviously as all this is going on GE are laughing their little socks off!!!

Martin

marshallka

Thewack wrote: »

Here's an interesting one (I think at least).

Has anyone else had any problems with the Financial Ombudsman service itself. I have a query with GE Money where I believe they owe me PPI as I paid a single term premium for 10 year cover and paid within a year. I wrote to GE and was told no case to answer so mailed the FOS who said they couldn't help until I'd had GE's final answer, which I'd already had. I then had to send all the paperwork again (with no apology I hasten to add) only to then get another reply advising me that unless I send copies of the paperwork they are unable to help. I assume they're really busy and assume the 2 bits of correspondence crossed in the post but just wondered if anyone else has had problems with the FOS? Obviously as all this is going on GE are laughing their little socks off!!!

Martin

There are lots of problems with FOS. I don't think anyone on the help side REALLY knows anything and especially when there are jurisdiction issues. One will say, "we will be able to help" another will say "no can do". Its all departments and shuffling and waiting and ringing. Yes, there are lots having problems and I think the bottom line is FOS cannot cope with the workload. I realise FOS are a free service and the reason why they are inundated with complaints is due to firms sending consumers there knowing full well they have missold BUT this is again not the consumers fault. Something needs doing with FOS and they are now taking about 18 months per complaint (whereas a year or so ago it was more like 6 months) but surely if they are making more money from the complaints being sent there then they should have more money to employ more staff.

chequeout

marshallka wrote: »

There are lots of problems with FOS. I don't think anyone on the help side REALLY knows anything and especially when there are jurisdiction issues. One will say, "we will be able to help" another will say "no can do". Its all departments and shuffling and waiting and ringing. Yes, there are lots having problems and I think the bottom line is FOS cannot cope with the workload. I realise FOS are a free service and the reason why they are inundated with complaints is due to firms sending consumers there knowing full well they have missold BUT this is again not the consumers fault. Something needs doing with FOS and they are now taking about 18 months per complaint (whereas a year or so ago it was more like 6 months) but surely if they are making more money from the complaints being sent there then they should have more money to employ more staff.

But then again, the increase in their work volume is doubtless down, to a very large extent, to people being educated in their rights by fantastic sites like this, giving us the power to "strike back" against unfair charges etc.

So - are we a victim of our own success? I personally have found the FOS FANTASTIC - their staff on the phone seem human and actually have a laugh and joke with you and they have turned round three complaints I have submitted in a matter of just a few weeks recently.

I think as long as you are careful to submit all paperwork they need in one go, send it by recorded delivery and give them a chance (they are doing a free service remember, it is no-one's God-given right to get immediate service, if you want that then pay for a City law firm to handle your case) then they will help as best they can in the time and resources available to them.

CaveCash

Just to advise, if your PPI was sold by GE Money Consumer Lending/Home Lending pre 14th Jan 2005, it's likely FOS can't deal with anyway. Basically for them to deal with a case they need to have your complaint form and final response, if no final response then a copy of your complaint letter to GE Money confirming it was sent to them over 8 weeks ago

pinknico

FOS dealt with my Egg claim in 7 months, now they have a specific PPI Team things are moving quicker than that.