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PPI complaint: Egg lost my questionnaire form!
AntonH67
Posts: 17 Forumite
I recently complained to Egg with regard to payment protection insurance which I had paid on a previous loan (now settled).
Egg had kindly sent me an Ombudsman form to fill out so that they could capture all of the relevant details of the complaint.
I sent the complaint around one month ago and duly received an acknowledgement a few days later that my complaint would be dealt with and a response received within eight weeks.
Yesterday I received two letters from Egg; both saying the exact same thing. They apologised for having lost my questionnaire and have asked that I complete the enclosed questionnaire and return it to them in the enclosed envelope. Sadly, neither of the two letters came with a questionnaire nor an envelope.
Now, luckily, I photocopied the complete questionnaire I previously sent so it is not a problem to get hold of another form and fill it in.
However, I wonder if I could now argue that Egg has, by losing the questionnaire and by dealing with the matter in such an unprofessional manner, effectively dealt with my complaint and I can now complain direct to the Ombudsman?
Has anyone had similar experiences or are you able to offer some advice on how to progress this?
Egg had kindly sent me an Ombudsman form to fill out so that they could capture all of the relevant details of the complaint.
I sent the complaint around one month ago and duly received an acknowledgement a few days later that my complaint would be dealt with and a response received within eight weeks.
Yesterday I received two letters from Egg; both saying the exact same thing. They apologised for having lost my questionnaire and have asked that I complete the enclosed questionnaire and return it to them in the enclosed envelope. Sadly, neither of the two letters came with a questionnaire nor an envelope.
Now, luckily, I photocopied the complete questionnaire I previously sent so it is not a problem to get hold of another form and fill it in.
However, I wonder if I could now argue that Egg has, by losing the questionnaire and by dealing with the matter in such an unprofessional manner, effectively dealt with my complaint and I can now complain direct to the Ombudsman?
Has anyone had similar experiences or are you able to offer some advice on how to progress this?
0
Comments
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Since the Ombudsman can take as long as eighteen months, I'd question the wisdom of a FOS referral without giving the lender eight weeks to respond., I wonder if I could now argue that Egg has, by losing the questionnaire and by dealing with the matter in such an unprofessional manner, effectively dealt with my complaint and I can now complain direct to the Ombudsman?0 -
They realised their mistake in losing your questionnaire before their 8 weeks was up and have apologised. This, and then not enclosing another questionnaire or envelope, is an error in their administration process, but I don't think you can argue this means they have dealt with your claim.
As MI said, it wouldn't really be of benefit to refer to the Ombudsman at this stage anyway.0
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