HSBC Questionnaire 'Lost in the post'

evadiva

Hi, well exactly 8 weeks ago today i called up HSBC to log a complaint about mis sold ppi on 3 loans and one credit card, i was told by the guy on the phone that he would log my complaint and it would be 8 weeks until they complete a full investigation, two weeks later they sent me a questionnaire to fill out and send back which i did. Today i recieved a letter telling me that if i do not fill in and return the questionnaire they will not proceed with my complaint and the case would be closed!! Apparently my questionnaire must have been 'lost in the post', seems covienient that they are telling me this on the last day of my 8 week wait! Anyone else had problems with questionnaire's being 'lost in the post'? And does this mean i will have to wait another 8 weeks for a decision, any advice greatly appreciated.

[Deleted User]

evadiva wrote: »

Anyone else had problems with questionnaire's being 'lost in the post'? And does this mean i will have to wait another 8 weeks for a decision, any advice greatly appreciated.

They didn't lose my Questionnaire, but did manage to lose my redress acceptance!
Did you, by any chance, send the letter "Recorded Delivery"?
If so, I had exactly the same happen and they were still unable to locate it even after I wrote to the Chief Executive of HSBC.
The Regulated Sales Complaints team seem to have problems with their telephone AND their post room.
Ring the free 0800 complaint telephone number again and ask them how long you can expect to wait for a final response when they eventually receive your re-sent Questionnaire.

evadiva

Hi, no i didn't send it by recorded delivery as i read on here that's what someone else had done and was under the impression it would slow the process down so just returned in the pre paid envelope provided. Totally agree with you about the reg sales complaints team too, tried for ages to get through to no avail so eventually rang telephone banking number and asked could i please please speak to someone about my 'missing questionnaire' she put me through to a lady at Customer Solutuions who said i will have to send the new questionnaire back and that my case is still being dealt with and is not and will not be closed!

evadiva

Thank you for the number too, always handy to have just incase you can't get through to the 'Regulated Sales Complaints Team'!!;)

evadiva

Hi, just a quick update, rang the 0800 number and spoke to a very helpfull lady named Karen who has assured me my case will not be closed but will be put on hold until they recieve the new questionnaire, she also told me she will now take charge of ensuring my case is dealt with promptly and will call me with an update as soon as they recive the questionnaire,and that she will also put a note on my file that as the 8 week time period has passed my complaint should be fast tracked to cut down on waiting time for a decision!!! YAY!! )) watch this space.....

[Deleted User]

evadiva wrote: »

as the 8 week time period has passed my complaint should be fast tracked to cut down on waiting time for a decision!!! YAY!! )) watch this space.....

Here's to a successful outcome!:)

evadiva

Hi, just a quick update, so HSBC did receive my newly completed questionnaire \o/ they even sent me a letter to tell me so, so i thought as my complaint was being 'fast tracked' it would be finished by now, but oh no! I posted it back on the 8th of June and had heard nothing since, apart from the letter to tell me they had received the questionnaire so last tuesday i gave the Regulated Sales Complaint a call to ask if there were any updates to be told by a lady that as my complaint had to be re-opened i should expect to hear nothing until the beggining of august:0 when i explained about it being fast tracked due to the missing questionnaire she told me that this actually wouldn't happen and i should not have been told it would and i would "just have to be patient and wait a bit longer", due to her patronising tone i came off the phone quite pee'd off and decided to e-mail the CEO of HSBC to complain, recived a reply within an hour telling me that my e-mail had been forwarded to a senior manager within the ppi dept and that they would contact me as soon as possible. Today i got a call from Reg Sales to tell me all four of my complaints had been upheld and i would receive an offer letter by the end of this week!!!:)))

[Deleted User]

Great result, I had to chase them via the CEO as well!

evadiva

I know you did, it was you who gave me the idea to do it! so thank you!!:))x

DrSqueeze

evadiva wrote: »

Today i got a call from Reg Sales to tell me all four of my complaints had been upheld and i would receive an offer letter by the end of this week!!!:)))

:beer: Congratulations, and well done for digging your heels in :T

evadiva

Thank you:) i am a little impatient but just goes to show if you persevere they will listen!