Help - Alliance&Leicester and Santander

MoodyBlue_2

Hi all

I've been lurking for a couple of months now and could really do with some help regarding my attempts to lodge a PPI mis-selling complaint...I've been trying to lodge a complaint with A&L/Santander for nearly 6 weeks now and I'm getting to the end of my tether...

I sent my first complaint letter, regarding an A&L credit card, to A&L's Carlton Park offices in early August, it was signed for the next day.

I called at the beginning of September to find out what was happening and was told that they haven't received the initial letter and that I should write again, this time to Santander in Milton Keynes.

The second letter went the same day... for some reason I couldn't track delivery on the Royal Mail site, so called last Wednesday for an update... once again nothing received.

I mailed the ceo@santander address on Wednesday evening to complain and haven't had a response from that either.

So, I've just chased again via the telephone.... surprise, surprise... still nothing on their systems.

The lady that I spoke to said that they had 8 weeks to deal with a complaint once it had been lodged on their systems but could not confirm timescales to actually get the complaint logged.

I'm getting really frustrated now, it's over 6 weeks since my initial complaint letter was signed for, and still no records on their system... Can anybody advise what my next steps should be?

Any advice would be greatly appreciated..
MB

magpiecottage

MoodyBlue wrote: »

The lady that I spoke to said that they had 8 weeks to deal with a complaint once it had been lodged on their systems

FSA Rule DISP 1.6.1R says,"On receipt of a complaint, a respondent must:

(1) send the complainant a prompt written acknowledgement providing early reassurance that it has received the complaint and is dealing with it; and

(2) ensure the complainant is kept informed thereafter of the progress of the measures being taken for the complaint's resolution."

Still, never mind that,

DISP 1.6.2R says, "The respondent must, by the end of eight weeks after its receipt of the complaint, send the complainant:

(1) a 'final response', being a written response from the respondent which:

(a) accepts the complaint and, where appropriate, offers redress or remedial action; or

(b) offers redress or remedial action without accepting the complaint; or

(c) rejects the complaint and gives reasons for doing so"


Receipt means the day it arrives on their premises (ANY of their premises, it does not have to be where they will handle the complaint). The only concession is that if it is not normal working hours it will be deemed to be the next business day.

The original recorded delivery date is therefore the date of receipt. You could have simply obtained proof of posting (free from the Post Office) and it would have been deemed to have arrived two working days later or faxed it (to 0116 200 4150 for Alliance & Leicester) and got a receipt that way.

You have two choices - you can simply wait until the 8 weeks ends, allow two working days and then complain to the Financial Ombudsman Service or you could send a fax to the number above telling them that they are in BREACH of DISP 1.6.1R for failing to acknowledge your complaint or keep you up to date and that their employee falsely stated that the 8 weeks only starts when the complaint is logged onto their system.

If you do fax, make clear that you will not allow them any further time to investigate beyond the 8 weeks because it is clearly entirely their fault that their staff do not understand the rules.

MoodyBlue_2

Many thanks for the swift response magpie.

I also contacted the FOS after posting my message and they advised exactly the same thing.

They have taken details of my complaint and suggested that I get in touch with them if the issue isn't resolved within the next fortnight.

So, just sending a fax, complete with your FSA rules above.

Best regards
MB