Time limit for responding to complaint?

really_confused_2

I am new to this forum so I apologise if this subject has already been covered but can anyone tell me if companies are governed by any time limits when dealing with a complaint of endowment miss-selling?
In February I submitted my complaint to the company that sold me my endowment policy and they initially wrote back in March saying that if they were unable to complete their investigation into my complaint within four weeks they would write and let me know. They subsequently wrote back in April to say that it would be well into this year before they could give me a response. I wrote back at the beginning of November asking for their decision on my case as I thought that I had been more than patient having waited over six months, however, they have now written back saying that it will be next year before they can deal with my complaint and even then they can not say when next year.
Am I being unrealistic expecting them to have actioned my complaint by now as I can't help but feel that I am being 'fobbed off'?
In addition, I asked them for a copy of my endowment file and they have said that if I want a copy I have to pay them £10 - is this standard practice?
Thanks for any advice.

dunstonh

Am I being unrealistic expecting them to have actioned my complaint by now as I can't help but feel that I am being 'fobbed off'?

They can take as long as they need as long as the reason is acceptable and they remain in contact. The FOS themselves have been known to take a number of years in some cases.

In addition, I asked them for a copy of my endowment file and they have said that if I want a copy I have to pay them £10 - is this standard practice?

You arent entitled to the file so you are lucky that they are willing to let you have it for £10.

defender_of_the_weak

Take the case to the Financial Ombudsman. They are stalling. the normal timescale for handling complaint is 8 weeks, after that you are entitled to have FOS intervene. This sounds like an IFA as none of the big organisations are this tardy

really_confused_2

Thanks for your advice.