How long is it taking the FOS to respond?

kelr101

Hello all,

I was just wondering, for those of use who have complaints that have been escalated to the FOS (Financial Ombudsman Service) how long it is taking to receive a resolution (be it positive or negative)?

I raise a PPI claim with Santander in April, who after within a week rejected the claim on the basis that I could have claimed back in 2009 but they sent the letter to my old address therefore I was out of luck (basically!), and immediately filed this with the FOS.

Since then I have only received a response from the FOS (apart from the initial receipt of my complaint) when I have chased, and was last told on 14th Jan that it could take between 12-18 months (well it's now been 11 months and as yet no conclusion has been reached or my case even assigned to an assessor).

Thanks!

dazza12

The FOS are snowed under with complaints, so the upper part of their 12-18 month estimate is more likely.

However, assume 2 years is possible due to the avalanche of complaints now being referred to them.

kelr101

thank you - It's not the delay I mind so much, more the lack of response unless you chase.

I do appreciate that because they have been inundated with claims they probably don't have time to respond on a frequent basis - but even semi frequent would be good

ALIBOBSY

I have a number of claims with them all over 12 month old. Worst is when the initial adjudicator upholds, but the company refuse and appeal just to drag it out.

Ali x

[Deleted User]

kelr101 wrote: »

It's not the delay I mind so much, more the lack of response unless you chase.

They won't keep in touch unless they have anything to report (or you chase)
Chasing doesn't make the process any faster...

kelr101

I appreciate that chasing doesn't make the process go faster but sometimes a little feedback would at least help reassure the originator that they haven't been forgotten

kelr101

ALIBOBSY wrote: »

I have a number of claims with them all over 12 month old. Worst is when the initial adjudicator upholds, but the company refuse and appeal just to drag it out.

Thanks Ali...At least in some instances you have had an adjudicator appointed, even if chasing for that final resolution is not yet within your grasp!

[Deleted User]

kelr101 wrote: »

sometimes a little feedback would at least help reassure the originator that they haven't been forgotten

That costs money and they are snowed under with work anyhow. Just be patient and your turn will come.

rugbyman13

I've had a claim with the FOS for 19 months now and i still haven't been assigned an agent! very frustrating!!

Vintagevamp

I have had a complaint with FOS since Sept 2011 and used to get updates through the mail every 6 months. Waiting for an assessor too but now FOS won't even answer emails for an update. Been waiting 4 weeks for a reply to last email so things must be very very bad now!