Can anybody tell me in a nutshell was FSA 10/12 actually means?

sunandsailcat

Alpine_Star wrote: »

It's very complicated but here is a good summary of the position http://forums.moneysavingexpert.com/newreply.php?do=newreply&p=38479586

The fact that you were told that the ''assessment of your complaint'' (after the assessment has already been concluded) may be affected by the Judicial Review is dishonesty unplugged.

Just received the attached email from LLoyds TSB Customer Care. Although I was told on the phone that my claims had been upheld as I dont have it in writing (because they wrote the Acceptance slip on 8th October but then stopped sending) they are now trying to say that the claim hasn't been adjudicated..



"Thank you for your recent communication. I have nothing further to add to my previous response which explained the current situation with regard to Lloyds Banking Group.

I have previously apologized for the conflicting information you have been given over the last few weeks. However having checked our records I can confirm that you have not received a final response letter from us or an offer of a refund.

Please may I assure you that your complaint is still being investigated and as soon as I have any further information I will be in contact with you."

I seem to be going round in circles with them.....the 8 weeks is up 23rd November and I have the FOS forms ready to send off if Lloyds don't reply by then.

robbedofmymoney

sunandsailcat wrote: »

Just received the attached email from LLoyds TSB Customer Care. Although I was told on the phone that my claims had been upheld as I dont have it in writing (because they wrote the Acceptance slip on 8th October but then stopped sending) they are now trying to say that the claim hasn't been adjudicated..



"Thank you for your recent communication. I have nothing further to add to my previous response which explained the current situation with regard to Lloyds Banking Group.

I have previously apologized for the conflicting information you have been given over the last few weeks. However having checked our records I can confirm that you have not received a final response letter from us or an offer of a refund.

Please may I assure you that your complaint is still being investigated and as soon as I have any further information I will be in contact with you."

I seem to be going round in circles with them.....the 8 weeks is up 23rd November and I have the FOS forms ready to send off if Lloyds don't reply by then.

there are obviously mixed messages here and conflicting stories.
what i would do is request a SAR from the insurance complaints department to include all telephone transcripts/recordings as they would still have these and would be obliged to send them to you within your request.

i would then go over the recordings and highlight where they cofirm that your complaint has been upheld, then fire it back to them with this latest e-mail they have sent you asking them why there is a discrepancy in what they are saying based on the information they hold about your calls and complaint.

highlight this within an e-mail and copy in the CEO,
Di will be about later with all the contact details

it's worth one more go before proceeding to the FOS, as my complaint is still not with an adjudicator and this was sent to the FOS in March.



good luck and let us know how you get on.

sunandsailcat

robbedofmymoney wrote: »

there are obviously mixed messages here and conflicting stories.
what i would do is request a SAR from the insurance complaints department to include all telephone transcripts/recordings as they would still have these and would be obliged to send them to you within your request.

i would then go over the recordings and highlight where they cofirm that your complaint has been upheld, then fire it back to them with this latest e-mail they have sent you asking them why there is a discrepancy in what they are saying based on the information they hold about your calls and complaint.

highlight this within an e-mail and copy in the CEO,
Di will be about later with all the contact details

it's worth one more go before proceeding to the FOS, as my complaint is still not with an adjudicator and this was sent to the FOS in March.



good luck and let us know how you get on.

Thanks for the guidance, I'm new to all this and regret to show my ignorance but what is an SAR??

robbedofmymoney

sunandsailcat wrote: »

Thanks for the guidance, I'm new to all this and regret to show my ignorance but what is an SAR??

sorry my mistake, i should not have assumed,

A SAR is a Subject Access Request, it will cost you £10, if you request one the bank has to disclose and send you copies of any information they hold on you, letters, statements, phone recordings etc.

when applying for the SAR request the phone calls relating to your complaint in particular. (if you can remember the dates even better)

the following link will guide you through requesting a SAR.

https://forums.moneysavingexpert.com/discussion/1475553

you will need to send it to the insurance department in Newport which i believe is the same address for the insurance complaints.