Barclays / FOS / Mackenzie Hall

Bosbury

Hello, my apologies if I'm being dim but I've been dealing with this for nearly a year and now I'm stuck....I'll try and make it as short as possible.

In January this year the Ombudsman wrote saying they had received my complaint about Barclays bank and that the PPI part of it would be dealt by a different member of staff.

In April an investigator was assigned to me. In her 2nd email she mentioned the joint account I hold, also at Barclays, and I asked her why she was mentioning it. She pointed out that she had mentioned it in her first introductory email. I hadn't noticed. I pointed out that it wasn't that account and all the correspondence she had related to my own account. She didn't reply.

Today I have received an email and letter from her saying she didn't uphold the complaint and listed why. The joint account comes up a lot. Her letter is incorrect in saying what she calls "the goodwill gesture" (Barclays wording is a partial refund for a partially upheld complaint) was for the joint account when it wasn't. She also requests that my husband signs the complaint form.Which he won't do. I notice now that I had put the wrong account on the form but all the info in it relates to all the correspondence sent, all of which have my account number on it.

Also today I have recieved a letter from Barclays saying that they have appointed Mackenzie Hall Limited to manage the unpaid debt (overdraft).

Can the Ombdsman obtain info on a joint account when only 1 person has signed, and can the bank provide it? and can Barclays pass this on to a thrid party when it is still with the Ombudsman? I intend to accept the reccomendation from them that I should accept the original "goodwill gesture" from Barclays but I am deeply unhappy with their service. They also tell me now that I have to pursue the PPI part of the complaint seperately, 5 months after they said they were dealing with it.

I have emailed this back to the investigator but so far no response. Am I wasting my time? and what do I do about Barclays passing it on?

Sorry for being so long

Wywth

Bosbury wrote: »

Hello, my apologies if I'm being dim but I've been dealing with this for nearly a year and now I'm stuck....I'll try and make it as short as possible.

In January this year the Ombudsman wrote saying they had received my complaint about Barclays bank and that the PPI part of it would be dealt by a different member of staff.

In April an investigator was assigned to me. In her 2nd email she mentioned the joint account I hold, also at Barclays, and I asked her why she was mentioning it. She pointed out that she had mentioned it in her first introductory email. I hadn't noticed. I pointed out that it wasn't that account and all the correspondence she had related to my own account. She didn't reply.

Today I have received an email and letter from her saying she didn't uphold the complaint and listed why. The joint account comes up a lot. Her letter is incorrect in saying what she calls "the goodwill gesture" (Barclays wording is a partial refund for a partially upheld complaint) was for the joint account when it wasn't. She also requests that my husband signs the complaint form.Which he won't do. I notice now that I had put the wrong account on the form but all the info in it relates to all the correspondence sent, all of which have my account number on it.

Also today I have recieved a letter from Barclays saying that they have appointed Mackenzie Hall Limited to manage the unpaid debt (overdraft).

Can the Ombdsman obtain info on a joint account when only 1 person has signed, and can the bank provide it? and can Barclays pass this on to a thrid party when it is still with the Ombudsman? I intend to accept the reccomendation from them that I should accept the original "goodwill gesture" from Barclays but I am deeply unhappy with their service. They also tell me now that I have to pursue the PPI part of the complaint seperately, 5 months after they said they were dealing with it.

I have emailed this back to the investigator but so far no response. Am I wasting my time? and what do I do about Barclays passing it on?

Sorry for being so long

Why have you not paid your debts? :huh:

Why won't your husband sign the complaint form? :huh:

Your complaint is no longer with the ombudsman - you said it was not upheld by the ombudsman.

Bosbury

I had not paid the overdraft as I had been made redundant. The bank put me into the overdraft and then charged me repeatedly for being there. That was my complaint. They offered only a partial refund when I raised it with them.

My husband won't sign the complaint form as the complaint was not abut the joint account but mine.

Barclays passed the overdraft on to Mackenzie Hall before I had received the answer from teh Ombudsman

I'm sorry if that was not made clear before.

Wywth

Bosbury wrote: »

I had not paid the overdraft as I had been made redundant. The bank put me into the overdraft and then charged me repeatedly for being there. That was my complaint. They offered only a partial refund when I raised it with them.

My husband won't sign the complaint form as the complaint was not abut the joint account but mine.

Barclays passed the overdraft on to Mackenzie Hall before I had received the answer from teh Ombudsman

I'm sorry if that was not made clear before.

It's an overdraft. If this is not your main current account you are complaining about (i.e. usually the one your salary/benefits get paid into) then it is most unlikely the bank will refund any charges on that account.

Claims under financial hardship are based on total household income. Perhaps that is why the ombudsman required access to the other bank account to check the basis of your complaint.

Anyway, it looks like the FOS have decided to not uphold your complaint. It'll be between you and the bank (and/or possibly the DCA) to come to an agreement over your debts now.

I'm not atually sure why Barclays have taken the route to pass your debt to a DCA when they could just take what they are owed from your joint account anyway. But that's entirely their decision.