Moving a PPI complaint to Financial Ombudsman service

stewnew

Please can some one advise or pass on their wisdom on PPI complaints.

I raised my complaint back in the middle of January 2011 with Egg over PPI, which was promptly acknowledged and then put on hold subject to the judical review.

Egg have now confirmed they are processing the complaint along with everyone elses. I have asked what happens to the 6 month deadline regarding my right to refer to the Ombudsman. I have been informed that despite Egg putting the complaint on hold the 6 months continued to ticked down, leaving me until Mid July to raise the complaint with the Ombudsman or lose the right to.

On asking where I stand with getting the complaint resolved I was told in was in the pile and it would looked inline with Eggs procedures, they are not working to any deadline just processing them as they have been registered. I understand certain banks have an extention to process certain complaints by 31st August but the Egg advisor was unaware of any timescale.

I dont want to loss the right to refer the complaint but I also dont want to loss my place in the que once the obudsman get involved.

Am I being unreasonable or are Egg taking the mickey!!

di3004

stewnew wrote: »

Please can some one advise or pass on their wisdom on PPI complaints.

I raised my complaint back in the middle of January 2011 with Egg over PPI, which was promptly acknowledged and then put on hold subject to the judical review.

Egg have now confirmed they are processing the complaint along with everyone elses. I have asked what happens to the 6 month deadline regarding my right to refer to the Ombudsman. I have been informed that despite Egg putting the complaint on hold the 6 months continued to ticked down, leaving me until Mid July to raise the complaint with the Ombudsman or lose the right to.

On asking where I stand with getting the complaint resolved I was told in was in the pile and it would looked inline with Eggs procedures, they are not working to any deadline just processing them as they have been registered. I understand certain banks have an extention to process certain complaints by 31st August but the Egg advisor was unaware of any timescale.

I dont want to loss the right to refer the complaint but I also dont want to loss my place in the que once the obudsman get involved.

Am I being unreasonable or are Egg taking the mickey!!

Hi there

It may be the fact that they are behind due to the backlog, but otherwise you could just contact the FOS as a general query just to be on the safe side with them as well.
Give them a call and tell them your undecided on whether to move your complaint on to them now or wait until July, and let them know that EGG are not aware of the extra timescale, see what they say.

Good luck.

amersall

As i see it, they originally had 8 weeks to respond to your complaint,your 6 months does not start until you have the final response to take this to FOS.
The JR letter gave you the option to take this to FOS,but you have waited for the jr outcome.
Dont know what Egg are on about to be quite honest!.
Give FOS a ring for clarification.

marshallka

You have to have a final response for it to be taken to FOS and Egg have not given you one so you should be OK. If they gave you the option of the complaint on hold OR the Ombudsman (as it was over 8 weeks ago you complained) then I don't know how FOS looks at that so I would do as amersall says and contact FOS.

magpiecottage

marshallka wrote: »

You have to have a final response for it to be taken to FOS and Egg have not given you one so you should be OK.

Correct - unless they send you a letter which says you have six months "from the date of this letter", then the six months has not started.

marshallka

magpiecottage wrote: »

Correct - unless they send you a letter which says you have six months "from the date of this letter", then the six months has not started.

Which is a final response.