HSBC over time limit

hannahh_3

I wondered if anyone could advise me on what to do if a bank exceeds the eight week time limit for resolving your complaint? I can find lots of info saying complaints "WILL" be dealt with within eight weeks, but nothing saying what to do if they aren't!

We have had a complaint in with HSBC since early January. It is more than eight weeks since they received it, we've had an acknowledgement letter and OH has also spoken to them on the phone but has got nowhere other than being told it is still "under investigation".

My understanding is that if the bank doesn't respond within eight weeks, you can go to the Ombudsman, but that this can take up to a year - so is it better to wait a bit longer in the hope that they're just running a few days behind themselves?

Also, can we make a further complaint to HSBC about them not dealing with our complaint in the allotted time?

Any help/advice gratefully received

J_i_m

The time scales are useless. Simply millions of people are complaining about PPI and there isn't a great deal of people to sort them. So the time scale is optimistic.

I'd call them up and ask what the delay is.

My complaint has been with the FOS for about 2 years now.

manama

HSBC should send you updates on where they are and the expected time. I would keep it with them as would be quicker in the long run, perhaps an email to them asking for an update to be provided.

dunstonh

I can find lots of info saying complaints "WILL" be dealt with within eight weeks, but nothing saying what to do if they aren't!

Complaints DO NOT have to be dealt with within 8 weeks. The 8 week period is when you cannot refer your case to the FOS. After 8 weeks you can.

but that this can take up to a year - so is it better to wait a bit longer in the hope that they're just running a few days behind themselves?

Personally, I would wait. It is the lesser of two evils. We know PPI complaints are slow at the moment due to workload and backlog.

Also, can we make a further complaint to HSBC about them not dealing with our complaint in the allotted time?

There is no allotted time.

hannahh_3

Thanks all. I'll give HSBC a while longer.

Dunstonh, I'm a bit confused about your info - the FSA website says "Under FSA rules PPI complaints have to be responded to within eight weeks" for any complaints made since 1 Jan 2012. It also refers to "the requisite eight week standard" - I'm not sure how this can be taken to mean that the bank doesn't have to respond within eight weeks?! (I'm not arguing with you - just trying to work out if the FSA has a peculiar brand of doublespeak!!)

saras_2

Hi Hannah

I understand that the FSA rules require firms to handle the complaint within 8 weeks, or if they have not completed their investigation inform you of the delay and let you know when a final response will be issued. Dunstohn is spot on - if a final response is not issued within 8 week, we then have the right to go to FOS, it's good advice to hang on a bit longer for a response.

Wish you luck

misschicken

HSBC took 21 weeks to give me a final response - this was when they had the extended 16 week response time last year. They did regularly send 'we are still investigating' letters during that time and asked for some info. Their final response after all that was a no - I put it straight into the FOS in October and it was dealt with and upheld last month. HSBC now have 8 weeks to contact me with their offer.

[Deleted User]

misschicken wrote: »

HSBC took 21 weeks to give me a final response - this was when they had the extended 16 week response time last year. They did regularly send 'we are still investigating' letters during that time and asked for some info. Their final response after all that was a no - I put it straight into the FOS in October and it was dealt with and upheld last month. HSBC now have 8 weeks to contact me with their offer.

How many different banks did you have PPI with? :eek:
I can never keep up with your situation, misschicken!
Can I ask the circumstances of this complaint? Why did the Bank reject it and the FOS uphold?

misschicken

Haha!!!!!! I look like a card monster!

I'm doing my own complaints (one left - GE/Santander, very old so probably not much hope) and then others for friends and family, hence the big haul. Most friends are self-employed like me so a lot of the complaints have been on those grounds - including this one. They rejected it because they were still insisting their policy covered the self employed - and yes it does say it covers the self-employed but in the real world it would never have paid out. The FOS agreed.