TalkTalk Complaint - Advice Needed

chriswotton

Hi all

I have just sent this e-mail to the Ombudsman Service but I'm expecting them to take a while to respond, so I'm hoping some of you might be able to share your views/expertise in the meantime:

'I would appreciate an urgent reply (by e-mail) with some general advice relating to an ongoing complaint with Talk Talk.

The company has made an offer in final settlement of the complaint, which comprises an offer of a refund that has been partly already made by credit to my Talk Talk account and the remainder will be issued by bank transfer on my acceptance of the offer as being in final settlement.

I have expressed to Talk Talk my intention to refer the matter to the Ombudsman Service as I do not believe Talk Talk's offer to be appropriately sufficient. Talk Talk are insisting that, if I choose to pursue a referral to the Ombudsman service, they will have to retract the offer they have made - they will not issue the bank transfer and they will also reverse the credit already made to my Talk Talk account, which will mean that a large balance becomes payable on my account and will result in the disconnection of my services.

I understand that this would not be considered an appropriate course of action in the case of a bank complaint being referred to the Financial Ombudsman Service, and so I would appreciate your view. I feel that I am being overtly pressured to accept their final offer.

I look forward to hearing from you by e-mail as a mater of urgency.'

Thanks all

Chris

TalkTalk

Hi Chris,


In respect to a full and final offer from the CEO's Office this is made as part of the internal complaints process.

Should this be declined, you are able to take the matter up with the ombudsman. This means the ombudsman will investigate and they will decide what course of action and resolution is appopriate. This is binding to the ISP (in this case TalkTalk) and should you the consumer accept the ombudsman's ruling it has to be implmented by the ISP.


As such progressing the issue to the ombudsman invalidates previous Full and Final settlement offers, as the ISP has to await a decision from the Ombudsman as to what action to implement. You should still receive a copy of the full and final resolution in writing, which you can give to the ombudsman detailing that you have declined the offer, stating your reasons for doing so.




If you choose to accept the full and final settlement offer this would be the final resolution to the complaint and the issue closed.

Regards

Mark
TalkTalk Online Community Department