Reponding to Ombudsman - time limits

mchssjp2

I sent a complaint to the Ombudsman 12 months ago regarding an Egg credit card (now Barclaycard). I rang them last week and they told me that Barclaycard have not yet responded to their request for information. THey told me if they dont get anything back in a couple of weeks they will make their decision based on my informatin/evidence.

Is there no time period set down for the lenders to respond to the Ombudsman like the 8 weeks they have to respond to customers?

dazza12

FOS give them a timescale, but they don't have to meet this. There is no penalty for them for late responses.

Unfortunately your experience isn't unusual, even if FOS rule in your favour Barclaycard will take months to respond or pay out.

quaybab

When a case is converted (i.e. the FOS take it on), the financial business is given 2 weeks to submit its case and evidence. Currently, letters sent to customers in none PPI say allocation to adjudicator is upto 12 weeks.
Once the complaint is passed to casework, a provisional assessment should be made normally within a month.

As dazza12 says, it will probably only be once an adjudicator gets in touch will the business do anything.

If I was in your position, I'd email and ask if it had been allocated to an adjudicator yet.

mchssjp2

Just heard from FOS, complaint not upheld! THey tell me it was an online application and I asked for PPI. It was so long ago I dont remember.

dunstonh

Most online applications fail because its hard to be mis-sold when buying online. You are only reliant on a technical failure as no-one sold it to you. Hopefully, your complaint didnt make allegations of mis-sale to make you look silly (i.e. allegations of things said).