A&L/Santander - ignoring complaint

ManicMum

Hello

I complained to A&L 'Let's Work it out' (what a ridiculous patronising title) and got a reply from someone who obviously hadn't even read the letter properly or looked at my notes and what correspondence they had already sent me. Their complaints procedure advised me that if i still wasn't happy to write to their central complaints team. i did that a fair while ago but have heard nothing. Can i just go straight to ombudsman now? I would have thought i was entitled to after their first reply but followed instructions anyway. feel i have given them enough chance.

thanks

ian_h

I had exactly the same problem with them.

I sent a copy of my letter that they had ignored and gave them notice that if I received no repsonse in 14 days i would take the complaint to fos as they were refusing to comply with their own complaints procedure.

It was all resolved within 14 days

zppp

ManicMum wrote: »

Hello

I complained to A&L 'Let's Work it out' (what a ridiculous patronising title) and got a reply from someone who obviously hadn't even read the letter properly or looked at my notes and what correspondence they had already sent me. Their complaints procedure advised me that if i still wasn't happy to write to their central complaints team. i did that a fair while ago but have heard nothing. Can i just go straight to ombudsman now? I would have thought i was entitled to after their first reply but followed instructions anyway. feel i have given them enough chance.

thanks

You can go to the ombudsman when either;

• You have recieved a final response from the firm. (A final response is not normally a first reponse)
• Or you have given the firm 8 weeks to investigate your complaint.

The FOS will check this is the case before getting involved, and they will auto-reject anything that doesn't comply, so make sure you check this before proceeding.

ManicMum

thanks.

I appreciate the rules but seems crazy. How do you get final response when they won't reply to you? The letter I sent to their central complaints team mentioned that i would go to ombudsman so they know i mean business.

I hate them!!!!!!!!!

thanks for advice

zppp

ManicMum wrote: »

thanks.

I appreciate the rules but seems crazy. How do you get final response when they won't reply to you? The letter I sent to their central complaints team mentioned that i would go to ombudsman so they know i mean business.

I hate them!!!!!!!!!

thanks for advice

Send it to them recorded delievery, and state that you expect them to give you a final response. You never know that letter you sent could have gone astray.

ManicMum

Will write agaiin. No doubt they didn't receive the letter. Amazing how many of them go missing.

Thanks.:mad: