Have the banks got 8 weeks to reply?!!!

Edinburghlass_2

This is not strictly true. The 8 weeks is the time given by the FO to any company that provides financial services, including the banks to deal with a complaint and they are required to send the FO leaflet which describes how they must deal with complaints under the FO rules.

This doesn't mean that the bank are suggesting you go to the FO but they are obliged to let you know that the option is there, no matter what your complaint is.

This also doesn't mean that you need to wait 4/8 weeks but carry on with your next letter or court action if this is the stage you are at.

Stephen_Leak

Fair point, but no company in their right corporate mind is going to also give you the option of escalating a complaint to an agressive independent judiciary, when they've got a toothless independent ombudsman!

Edinburghlass_2

On the contrary, if you complain to the FO the bank is automatically charged by the FO a considerable amount of money.

djpleasure

I put in my claim some weeks ago now, firstly although delivered by hand, they lost my initial cheque and letter requesting my past statements, they then issued them to me and made a charge of a fiver. After that they then amazingly found the cheque and letter and still cashed it.

I put in my claim, received a letter stating they have 8 weeks to deal with, but if it is over 4 weeks they will right with a progress report. They have not written.

Now they have a seperate line for bank charges, I have been trying for a week to get through, even with starting phoning from when the line opens, absolutely impossible to get to speak to anyone.

I then phoned and instead of pressing option 1 in regards to bank charges, chose the option to hold and speak to an advisor......I got through to a customer relations manager, explained about having no success in speaking to someone on option 1, its a busy line she says, I state I want to speak to someone in regards to this, or speak to someone higher up, she states I cant, then abruptly hangs up on me!

Are Halifax playing the game of trying to drag things out in the hope of a decision by the oft being made soon?

Is anyone else having trouble making contact?

What can I do? it is not quite 8 weeks yet, but they stated they would advise me at 4 weeks, and that is what I am trying to find out, how far have they got.

derekj

hi
my bank has changed case adviser on me and added there reply to eight weeks last letter sent should i wait/phone or complete court docs

thaks

Twinkly

djpleasure wrote: »

I put in my claim some weeks ago now, firstly although delivered by hand, they lost my initial cheque and letter requesting my past statements, they then issued them to me and made a charge of a fiver. After that they then amazingly found the cheque and letter and still cashed it.

I put in my claim, received a letter stating they have 8 weeks to deal with, but if it is over 4 weeks they will right with a progress report. They have not written.

Now they have a seperate line for bank charges, I have been trying for a week to get through, even with starting phoning from when the line opens, absolutely impossible to get to speak to anyone.

I then phoned and instead of pressing option 1 in regards to bank charges, chose the option to hold and speak to an advisor......I got through to a customer relations manager, explained about having no success in speaking to someone on option 1, its a busy line she says, I state I want to speak to someone in regards to this, or speak to someone higher up, she states I cant, then abruptly hangs up on me!

Are Halifax playing the game of trying to drag things out in the hope of a decision by the oft being made soon?

Is anyone else having trouble making contact?

What can I do? it is not quite 8 weeks yet, but they stated they would advise me at 4 weeks, and that is what I am trying to find out, how far have they got.

They're avoiding you. They'll do anything they can to avoid having to deal with you until absolutely necessary. The FSA gives them 8 weeks to respond to a complaint and it isnt uncommon to receive a letter after those 8 weeks stating they need more time to investigate, usually another 8 weeks. You only have to follow this timescale if you intend to take this to the Financial Ombudsman.

If you intend to take this a court route you can now send your LBA (letter before action) and include interest on the charges. Stick to the timescales laid out in the template letters. These are designed to show the judge you have given the banks ample oppertunity to settle your claim before bringing it before a court. Dont let them delay this any longer and just proceed with the reclaiming process as laid out in the main article.

Good luck

Twinkly

derekj wrote: »

hi
my bank has changed case adviser on me and added there reply to eight weeks last letter sent should i wait/phone or complete court docs

thaks

The banks are allowed 8 weeks to respond to and deal with a customers complaint as per the guidelines laid down by the FSA. This is only relevant if you were to use the Financial Ombudsman as you would be required to exhaust the banks complaints procedure first.

As you are using the court route then there is no requirement to follow those timescales yourself. You need only show to the court that you have allowed ample time for them to respond to and deal with your claim. Follow the process laid out in the main article and timescales in the template letters. Good luck

lilolad

Hi,
I have gone through the steps as adivsed by Martin up to the point where I have sent my letter to Barclays asking for £735 back in unclaimed charges.

I have now got a letter back from them asking for more time basically. Saying that it may find a solution with four weeks. And if not within eight weeks.

Do I now wait? Or should I press on with further actions.

Thanks for any help received.

Matt

GingerStokie

Matt,
It's a standard letter (I've got three!)

Follow the timescale as laid out:
14 days after your letter was sent, send a follow-up.
14 days after that - file!

They might respond in the meantime, but ensure you stick to your timescale, not theirs.

Best of luck

GS

lilolad

Thanks for the advise. I'll stick to my time scales then. See how it goes.

Many thanks,
Matt