Financial Ombudsman

nwheatley16977

Please help - how long should someone reasonable expect the Financial Ombudsman to have a complaint on their desk before it gets sorted??

I logged a complaint with them in November 2008 regarding accident, sickness and redundancy insurance that was added onto a Secure Home (One Bill) account without my knowledge. The main account was in joint names but the cover was only in my name and I was due to go on maternity leave and would be returning to work part time - thus not meeting the required employment hours to have the cover - therefore making it void. I did not knowingly sign up for this insurance, but was handed a pile of papers to sign at the time for opening the account.

When I found out about the insurance I contacted them and asked for my money back - using your template letters, but they refused. I then logged the complaint with FOS in 2008, where an adjudicator agreed with me and asked them to pay all the premiums plus interest and compensation - again they refused. I've now been told that it's in a queue for an ombudsman and could take ANOTHER 2 years - surely this is too long? My complaint was in way before all the hype had started and way before any court hearings.

Please help - I'm not sure who to complain to about the people who are supposed to make sure the financial services are being fair!!

dunstonh

Please help - how long should someone reasonable expect the Financial Ombudsman to have a complaint on their desk before it gets sorted??

Depends on the complaint, information available at the start, how long it takes to get information, if its an area that is currently under heavy workload and the complexity of the complaint.

You can say anything from a week (in case the initial filter gives a quick response) through to a couple of years.

I then logged the complaint with FOS in 2008, where an adjudicator agreed with me and asked them to pay all the premiums plus interest and compensation - again they refused. I've now been told that it's in a queue for an ombudsman and could take ANOTHER 2 years - surely this is too long? My complaint was in way before all the hype had started and way before any court hearings.

If an adjudicator decision is rejected by either side, then the queue to get an ombudsman to look at it is quite long. I would have thought a complaint from 2 years ago would have been viewed by now. 2 years is not uncommon but you are getting towards 4 years.

Please help - I'm not sure who to complain to about the people who are supposed to make sure the financial services are being fair!!

You complain to the FOS if you are not happy about the service the FOS is giving.

src007

nwheatley16977 wrote: »

I've now been told that it's in a queue for an ombudsman and could take ANOTHER 2 years - surely this is too long?

I find it really stupid that FOS take so long with dealing with complaints. They're supposed to be a ''fast'', ''informal'' alternative to the courts.

How much money must they spend dealing with customers complaining about the wait?

If that money was spent on actually dealing with resolving complaints how much more efficient would they be?

mo786uk

I helped someone and it took 6 months to get to a fairly simple decision - so i can only assume 6+ is normal for complex issues

All the PPI stuff has probably used all their resources.

I think a 4 year wait is a !!!!take though and I would pressuring them to loo kat it sooner.

src007

mo786uk wrote: »

I think a 4 year wait is a !!!!take though and I would pressuring them to loo kat it sooner.

Sadly people puting pressure on them takes up even more of their time and they are pushed way beyond their limit as it is.

dunstonh

I helped someone and it took 6 months to get to a fairly simple decision - so i can only assume 6+ is normal for complex issues

A PPI case taking 3-4 years with a referral to an ombudsman does sound like it has to be a complicated case. Or it is one that has fallen through the cracks - sitting in someone's in tray in the wrong place or misfiled.

nwheatley16977

Thanks everyone

I don't think it's an overly complicated case, but think that all the stuff in the press with the court decision etc has delayed things, then obviously there's been an influx of new claims since then - but like I said, mine was in WAY before all the hype! They keep in contact by letter, sometimes every month, sometimes every 3 months - but I've made several phone calls to make sure I've not been forgotten. I do intend to write a letter to them next week too.

ps I've been told twice by the ombudsman that my complaint is in a priority queue - would dread to think what the timescale is for non-priority lol

magpiecottage

I would drop a line to them saying you are concerned that you have not heard anything for a very long time and ask if they are waiting for anything from you.

That way you should not get their backs up unnecessarily.