Clydesdale investigation delay ploy

zuluimpi

I hope this is the correct thread for the following observation - I have followed the many threads in the forum and feel positive that someone has either had a similiar experience or can hopefully advise me on how I can break the no-progress cycle. I submitted a claim to CB in May 2011 for mis sold PPI on a loan. Since the 23rd of June, I have received, every four week cycle, without fail, a letter stating the following: "We will keep you updted with the progress of your complaint as soon as we can but certainly during the next four weeks". I received the latest letter with exactly this sentence on 13 September. By resending the letter every four weeks, CB are conveniently deferring a decision on the claim -nd this could extend indefinitely with a letter every four weeks that meets their FSA obligation. To add further incredulation - they have suggested that I contact the FOS if they cannot resolve the "matter to your satisfaction". How can I contact the FOS if CB does not provide me with their resolution? PLEEEZ help :eek:

di3004

zuluimpi wrote: »

I hope this is the correct thread for the following observation - I have followed the many threads in the forum and feel positive that someone has either had a similiar experience or can hopefully advise me on how I can break the no-progress cycle. I submitted a claim to CB in May 2011 for mis sold PPI on a loan. Since the 23rd of June, I have received, every four week cycle, without fail, a letter stating the following: "We will keep you updted with the progress of your complaint as soon as we can but certainly during the next four weeks". I received the latest letter with exactly this sentence on 13 September. By resending the letter every four weeks, CB are conveniently deferring a decision on the claim -nd this could extend indefinitely with a letter every four weeks that meets their FSA obligation. To add further incredulation - they have suggested that I contact the FOS if they cannot resolve the "matter to your satisfaction". How can I contact the FOS if CB does not provide me with their resolution? PLEEEZ help :eek:

Hi there

With the FSA given them extra time and its gone over, you could try emailing the CEO of the business and raise your concerns first.

I think what they may mean is that you can at anytime complain to the FOS, and just making you aware that you will have this option when you do finally receive the decision, however hope you hear something soon, and try the CEO by raising your concerns first, good luck.
[EMAIL="Lynne.Peacock@nab.co.uk"]Lynne.Peacock@nab.co.uk[/EMAIL]

magpiecottage

zuluimpi wrote: »

By resending the letter every four weeks, CB are conveniently deferring a decision on the claim -nd this could extend indefinitely with a letter every four weeks that meets their FSA obligation.

No they are not. They are required to keep you up to date. The deadlines remain in place.

To add further incredulation - they have suggested that I contact the FOS if they cannot resolve the "matter to your satisfaction".

Again part of the rules. The FSA time limit has run out. They have asked you to allow them four more weeks. It is up to you whether you do or not.

They should also have provided copy of their complaints procedure explaining this.

How can I contact the FOS if CB does not provide me with their resolution? PLEEEZ help

Go to here.

Bear in mind, though that if you go to FOS now you will leave the bank's queue which you have been working your way up and join the FOS one at the back.

smitchy73

Yes

zuluimpi wrote: »

I hope this is the correct thread for the following observation - I have followed the many threads in the forum and feel positive that someone has either had a similiar experience or can hopefully advise me on how I can break the no-progress cycle. I submitted a claim to CB in May 2011 for mis sold PPI on a loan. Since the 23rd of June, I have received, every four week cycle, without fail, a letter stating the following: "We will keep you updted with the progress of your complaint as soon as we can but certainly during the next four weeks". I received the latest letter with exactly this sentence on 13 September. By resending the letter every four weeks, CB are conveniently deferring a decision on the claim -nd this could extend indefinitely with a letter every four weeks that meets their FSA obligation. To add further incredulation - they have suggested that I contact the FOS if they cannot resolve the "matter to your satisfaction". How can I contact the FOS if CB does not provide me with their resolution? PLEEEZ help :eek:

Hi there, yes this is similar to what myself and a few others have went through with CB, however, I would've expected them to have given you a final decision by now.

Clydesdale weren't part of the intitial Judicial Review so never had the 16 week/12 week rule in place, they are supposed to give a final decision within 8 weeks, but the choice at this point is to take it to the FOS, but they could take a year to 18 months to investigate, so waiting a little bit longer may be worthwhile.

In the meantime, I would email their CEO at
[EMAIL="david.thorburn@eu.nabgroup.com"]david.thorburn@eu.nabgroup.com[/EMAIL]
and at the same time CC this one [EMAIL="AQU.PPI@eu.nabgroup.com"]AQU.PPI@eu.nabgroup.com[/EMAIL] this is the customer service/ppi team.

I emailed them and got a response fairly quickly and followed up by a phone call and we got a successful decision quickly after, I was just nice in the email and pointed out dates and response times etc and how disappointed I was etc etc.

Good luck and keep us updated, and if we can be of any more help, just ask.:D