Santander Complaint 2nd letter

Helstar75

Hello

I have just herd from Sandander with regards to my Top shop account they have advised that they will not pay me anything as they dont feel I was missold. So I am sending a 2nd letter before refering to FSO. However I am confused as they have also said in the letter that if I am not happy I should refer complaint to FLA (Finance and Leasing Assocition) Imperial House London. Is this the same as FSO or FOS?
Also are HSBC putting a hold on complaints I sent 2 separate questionaires one for a loan and another for HSBC CC but they have not sent a letter to say they have recieved my complaints. I sent them recorded delivery about a month ago I am not able to check at the moment if they have been recieved.

Thanks for your help

di3004

Helstar75 wrote: »

Hello

I have just herd from Sandander with regards to my Top shop account they have advised that they will not pay me anything as they dont feel I was missold. So I am sending a 2nd letter before refering to FSO. However I am confused as they have also said in the letter that if I am not happy I should refer complaint to FLA (Finance and Leasing Assocition) Imperial House London. Is this the same as FSO or FOS?
Also are HSBC putting a hold on complaints I sent 2 separate questionaires one for a loan and another for HSBC CC but they have not sent a letter to say they have recieved my complaints. I sent them recorded delivery about a month ago I am not able to check at the moment if they have been recieved.

Thanks for your help

Hi there

I think in this case then they were not regulated by the FSA, and the Financial ombudsman service (FOS) are only able to investigate complaints if they were governed by the FSA at the time of when the account was taken out.
You could give the FLA a ring or email for more details, but to what I know of they are not all that helpful, although do rule this out first.
http://www.fla.org.uk/contact-us

If no joy, contact the FOS for advice on your best direction with this, they may suggest another way, such as the underwriter/insurer of the company, which they have suggested to many in the same situation and these would have been governed by the FSA etc.

I am aware that the HSBC have frozen new complaints, but give it 8 weeks, if you hear nothing then make a complaint to the FOS.

Good luck.