FOS Timescales

Bookem

Hi Guys

Bit of advice needed.

I have just spoken to HFC Bank regarding my PPI complaint and they advised that a full response has (finally) been sent to the FOS.

They were unable to tell me over the phone, what the outcome is though and I would need to speak to the FOS.

So, I called the FOS who have no record of the response received from HFC but admitted they have a huge backlog of post and cases to be assigned to an adjudicator and could give me no timescale on when I could expect a reply.

I find this staggering. I thought using the FOS as a mediator would expedite my case. I should have kept my dealings direct with HFC and then at least I would know by now, what the outcome is.

Is anyone else on here in the same position ?

Thanks

KIMY

Oh yes, l received a letter of HFC as l put in a official complaint about how they had conducted themselves, mine has been with FOS 14 months and l have had adjuicator since April. They are refusing to advise me outcome of my PPI descision and have stated they will let FOS know. They are a load of cowboys and really not expecting them to with hold my claim

J_i_m

Well, to be fair the Banks only seem to have been more forthcoming in upholding complaints since the JR rejected their case and decided not to appeal. Before that, many banks were rejecting and some effectively ignoring complaints all together, hence the FOS being simply inundated with people wanting them to look at their cases.

The FOS does have time-scales, but in all fairness it is reasonable to expect to these to go out of the window when you consider the sheer ratio of complaints to ombudsmen.

It's very frustrating being stuck in the queue, belive me I've been stuck in it for over a year now so know very well, it's even more annoying knowing that had you taken the complaint to the bank after the JR, there'd be a good chance of your complaint being settled favourably by now.

But this is the situation, and there's no point at all in getting inpatient about it, I'm sure that the adjudicators and ombudsmen can only read one complaint at a time, or at least I'd be suitably surprised if anyone could use their left eye to read one letter whilst simultaneously using their right to read another

KIMY

Although you are right, you do tend to get impatient when your case has been with FOS over 14 months and obviously every case is different and mine is very complex due to fact that they destroyed all my paper records after a SAR was requested and are stating l can not prove l had PPI even though they have verbally confirmed all details over the phone
Good luck to all awaiting descisons

Bookem

Hi Kimy

Sorry you are having issues with HFC. I have found them to be very difficult to deal with myself and trying to get info from them is like trying to get blood from a stone.

What is annoying for me, is the fact they have issued a final response but won't tell me what it is !!!

KIMY

Hi, know how you feel they appear to be the worst, l am sure they will decline mine, my adjuicator says she will contact me in next couple of days, they probably think l will give up, there wrong l will take it to Ombudsman if my adjuicator does not uphold my claim.
Let you know when l get some news