Alliance & Leicester Refer a Friend

samwsmith1

Hi,

Hope someone can give me some advice on this, I signed up to an Alliance & Leicester Premier 21 account in June/July 2009 - this was open within a couple of weeks).
This isn't my main account and I only got it for the 5% rate that has now finished.

I then referred three friends to them under the £25 per friend incentive they were offering at the time.
This has still not been paid to me one year on, despite my friends all receiving there incentive reward within the 2 - 3 months they stated.
Since the start of April I've had a complaint going on with them regarding this and they are still refusing to pay - awaiting response to latest letter.

I'm wondering if this is worth taking to the ombudsman (Don't even know if I can or not) or whether they would laugh about £75 and side with A&L.

Anyone got any advice?
Thank you

samwsmith1

Anyone any ideas?
Thanks
Sam

YorkshireBoy

samwsmith1 wrote: »

Since the start of April I've had a complaint going on with them regarding this...

Then you will have had, by now, their "final response" to your formal complaint?

I'm wondering if this is worth taking to the ombudsman

If you dropped 7 tenners and a fiver down a drain would you be rolling your sleeves up? I know I would!

(Don't even know if I can or not)

A&L's final response to your formal complaint clearly states you can. If you haven't had a final response within 8 weeks you can go to the FOS. A&L's complaints procedure details this and is here...

http://www.alliance-leicester.co.uk/customer-service/complaints.aspx

Have you followed it to the letter?

or whether they would laugh about £75 and side with A&L.

They're a professional organisation who specialise in dispute resolution. Why would they laugh?

samwsmith1

Thank you for the reply
I still haven't had a final response, and so far I've been unhappy with there replies - they never responded to one which I re-sent stating they never responded to my previous one which they then responded to.
I'll see what there response is to my latest letter, and possibly write to the ombudsman - going to look at the form now.

Consumerist

samwsmith1 wrote: »

I still haven't had a final response,

Did you head your letter with the word "Complaint" so that they are absolutely clear that you are making a formal complaint rather than just making a general enquiry ?

Their final response to a formal complaint must advise you of your right to refer the complaint to the FOS.

samwsmith1

Consumerist wrote: »

Did you head your letter with the word "Complaint" so that they are absolutely clear that you are making a formal complaint rather than just making a general enquiry ?

Their final response to a formal complaint must advise you of your right to refer the complaint to the FOS.

I sent it to there "Let's work ir out address".
Stating that I was complaining.

Consumerist

In that case, if it's been more than 8 weeks since your complaint I would consider referring it to the FOS yourself.

You might find it helpful to phone the FOS (0800 0 234 567) to discuss your particular situation.

Normally, you can't refer complaints to the FOS until you have received a "final response" but I suspect it's a question of whether your complaint is still being processed (i.e. ongoing) or not.

samwsmith1

I've sort of filled in the FOS form, but may give them a ring when we get back off holiday.

Consumerist

I would just add that their "Lets work it out" team is only the first step in their complaints procedure. If you are not satisfied with their response(s) then you should refer it to their next level by post. It used to be their Group Customer Relations but I don't know what it might be now. Again, head any letter with the word "Complaint", preferably in bold.

Edit
You might find the following link to the A&L complaints procedure of some help.

sparky1982

You should send them one final letter (recorded delivery) giving them 14 working days to send you a final answer with your complaint making it clear that if you haven't heard anything by then you will go to the FOS. Include in the letter any correspondence about this complaint. Whilst you are waiting for a reply, complete the FOS forms and be ready to send them after the postie has been on the 14th day.

I had a problem with A&L a year ago when they refused to close my account even though I asked them to via phone, letter, in person in the local branch and the switching service from my new bank. They also refused to cancel all direct debits/standing orders resutling in me being charged. It was only after I had paid all the charges that they closed the account.
I went to the FOS, as A&L didn't reply to my letters, and was able to get all of the charges back plus about £150 compensation for the trouble they had caused.

Consumerist

sparky1982 wrote: »

. . . and was able to get all of the charges back plus about £150 compensation for the trouble they had caused.

Nice one !

Let's hope samwsmith1 has a similar experience.