Clarification on PPI claims and FOS

ahll

Hi,
I have just been reading another thread and it appeared that when people applied for Bank Charge and PPI repayments they sent letters off to the Banks involved and FOS at the same time.

My understanding was that you go to the bank first and then the FOS if we dont get satisfaction.

My partner has got PPI cliams and a Bank Charge claim in with the HSBC Bank should be have sent what we sent off to the bank to the FOS as well ?

magpiecottage

You must first complain to the firm. They then have eight weeks from when they receive the complaint to get a reply into the post to you.

Some people send complaints recorded delivery to prove the firm got it. However, if you get proof of posting (free from the Post Office), FOS will deem it to have arrived two working days later anyway.

If you do not receive a reply within that timeframe then you can go to FOS but allow another two working days for the post (allowing nine weeks from sending the complaint will give time for the post).

If the firm sends a reply that tells you that you have six months to go to FOS before the time expires then you can do so at that point.

dunstonh

if you complain to the FOS without going to the bank first, the FOS will just forward your complaint on to the bank. Anyone that contacts both the FOS and the bank at the same time is just wasting time and effort.

ahll

Ok so we have done it in teh right order. HSBC have 12 weeks to reply as the complaint was sent in after August. We sent it recorded delivery and have worked from that delivery date. As it happens yesterday was the 12th week and no offer has arrived.

I will wait until Monday but then what is the best course of action ?

Contact HSBC and findout whats happening ?
Also Complain to FOS as well ?

ahll

They are now late on making a decision but have written and have said they are still looking into it.

What is the best thing to do now report them to the FOS ?