Bank of Scotland Investigations Department

RobWyc20

Hi,

I have had a complaint logged with Bank of Scotland since May 2012 about mis-sold PPI on a Preference account and I am not getting any information back from them. Whenever I phone they say it has been passed to the investigations department and they can not give me any update or contact information for this department. Has any one else had this problem with BOS? I am not really sure what I should do next as I don't seem to be getting anywhere by phoning them up.

I thought they had 8 weeks to make a decision not 9 months, any help anyone can give me would be much appreciated.

Thanks

Rob.

-taff

They have 8 weeks to investigate. You can refer it to the FOS if you like now.

RobWyc20

Will it mean I have to wait a year for an outcome if I refer it to FOS.

[Deleted User]

RobWyc20 wrote: »

Will it mean I have to wait a year for an outcome if I refer it to FOS.

No, about eighteen months.

RobWyc20

So what should I do? wait for BOS to make a decision or refer to FOS 18 Months on top of the 10 I have already waited is a long time to get this complaint resolved.

DevCoder

If you think you have a good enough complaint (you could tell us your circumstance and why you think you were mis-sold and we can advise) then FOS it.

[Deleted User]

RobWyc20 wrote: »

So what should I do? wait for BOS to make a decision or refer to FOS 18 Months on top of the 10 I have already waited is a long time to get this complaint resolved.

What exactly is your complaint? Why haven't the Bank sent you a full and final response within eight weeks? Why have you waited so long without submitting a further complaint about the time they are taking? Why haven't you already referred this to FOS?

RobWyc20

My Complaint is that I did not ask for PPI on the account and it was added without me asking, I cancelled it once I noticed it, I have had no response from the bank in writing I do have a reference number and they have acknowledged the complaint. I had a letter from them after 6 weeks saying they did not have the correct account number which I supplied to them, they tell me because I have had to resubmit the account number the 8 week rule does not apply any more. I have been phoning them at least once a month asking for updates but feel they may be mis-informing me on the 8 week rule not applying anymore. I am new to this so not really sure how to go about complaining.

-taff

Your complaint is very weak, they are wrong about the 8 week rule not applying anymore, the 8 week rule does apply on receipt of your complaint. They may have had more leeway because they didn't have your account number, but they still should have replied by now.

I would write a letter complaining about the amount of time it's taking, and that if it isn't resolved within two weeks i will refer the complaint to the FOS, and see what happens. If you had been denied and referred your complaint to the FOS originally within the 8 week timeframe you might have had a result by now.

[Deleted User]

RobWyc20 wrote: »

My Complaint is that I did not ask for PPI on the account and it was added without me asking,

You'd need to provide proof of this allegation in order to expect a successful complaint. I'm amazed the Bank hasn't simply long since rejected your concerns which is one of the weakest mis-selling complaints possible.