How long would you give the jokers at the co op to respond to a complaint?

Nine_Lives

What would be a 'reasonable' length of time before you escalate the complaint (& who would you escalate to in the event of a non-response?)?

Basically my brother & i applied for their account where there was a £100 incentive. We applied on the same day through the same Britannia link in January. I was paid out 16th May.

My brother still hasn't been paid out, got given the delay tactics, called about 4 times & each time co op act like they know nothing about the incentive. He was told it'd be due 10th June.
Calls 11th June - still not paid. Went through a load of 'on hold' & gave up when the call got to about 40 minutes+. Sent in a complaint the following morning via letter ........ so 12th June, explaining the incentive, including the URL, saying why he feels he is due it & wants it paid to him immediately.

It's been a week now. Now, he wasn't expecting a response within the week, but just wondering what would be an acceptable timeframe for a response & if there isn't one, who would you take it to?

pmduk

Once you have made a formal complaint, the bank has 8 weeks to complete dealing with the matter. At that point you can refer the matter to the Financial Ombudsman without a final response from the bank.

YorkshireBoy

To answer your thread title, "5 working days" (plus a couple more for Royal Mail to deliver it).

You may find their complaints process a useful read...

http://www.co-operativebank.co.uk/servlet/Satellite/1193206377317,CFSweb/Page/CFSCtplStandard?WT.svl=nav3

I wouldn't worry too much about not getting the incentive. He will get it, assuming he has in fact met all the conditions, along with £30-£50 goodwill* for his 'trouble'.


* I've had £30 personally, but seen reports on here that others have got £50 (for the £200 Co-op deal).

Nine_Lives

Thanks guys.

He has met the criteria, that's for sure (he switched all SOs & DDs & has credited with a minimum of £800pm & been in credit all that time).

We're away as of tomorrow as i'm off to get married on Thurs, but we'll be back at the end of the week - so some sort of response should be on the doorstep by then. I drafted his letter for him, but can't quite remember if i included a telephone number in it. Everything else was included though.

MoneySaverLog

K_P83 wrote: »

How long would you give the jokers at the co op to respond to a complaint?

About 5cm :rotfl::rotfl::rotfl::rotfl:

Nine_Lives

So ... no letter waiting on our return, no £100 put into the account.

Complaint #2 going in tomorrow which will have all the required information for 100% sure including a contact phone number (so they can't try the "we couldn't reply because you didn't complain in the format we ask you to" stunt).

While i'm saving up for a house next year & trying various banks for various deals they offer etc, it gives me a bit of experience as to how they operate. So far, i know to (once all my banking settles down after the move) steer well clear from Santander & Co Op.