What is the right/next procedure when a bank refuse to proceed with my complaint?

Jessica9_2

Hi all,

I have made a complaint to a bank to weeks ago for harassment but they ignore my complaint and also do not provide a complaint reference number (they done this equally two months ago). Also, is it possible to file a claim now to the County Court under Section 3 (1) of Harassment Act 1997 or do I have to wait further 2 weeks (1 month after the date of my formal complaint)?

Thanks in advance for help and/or constructive contribution,

Jessica

Slowhand

In what way do you feel you have been harassed by the Bank?

halibut2209

They locked her in a room twice

https://forums.moneysavingexpert.com/discussion/4729948

browneyedbazzi

How did you raise the complaint with the bank? Have you followed their complaints procedure?

Jessica9_2

browneyedbazzi wrote: »

How did you raise the complaint with the bank? Have you followed their complaints procedure?

I have informed them on phone : they hang up the phone on me (not the first time).I then write an email to the customer service and cc to the manager that has locked in his office : no one answered to this email since two weeks.

Three days I call again and the adviser working in the complaint department gave me his email address in order I forward him my previous written complaint : after I forward this email once again no response from equally this adviser.

The procedure say (something like that) if the bank (Santander) is not able to deal with my complaint then I could file my complaint to the financial-ombudsman. However, this last is saying that I need the bank to formally tell me that I can send my claim to them before they (financial-ombudsman) can proceed with it : frankly I believe there is something wrong in this.

Slowhand

Jessica9 wrote: »

I have informed them on phone : they hang up the phone on me (not the first time).I then write an email to the customer service and cc to the manager that has locked in his office : no one answered to this email since two weeks.

Three days I call again and the adviser working in the complaint department gave me his email address in order I forward him my previous written complaint : after I forward this email once again no response from equally this adviser.

The procedure say (something like that) if the bank (Santander) is not able to deal with my complaint then I could file my complaint to the financial-ombudsman. However, this last is saying that I need the bank to formally tell me that I can send my claim to them before they (financial-ombudsman) can proceed with it : frankly I believe there is something wrong in this.

Your claim for what exactly? What harassment are you claiming for?

CoolHotCold

Honestly, I think you'll have a hard time getting anywhere legally.


Move on with your life.

gb12345

Jessica9 wrote: »

However, this last is saying that I need the bank to formally tell me that I can send my claim to them before they (financial-ombudsman) can proceed with it : frankly I believe there is something wrong in this.

You either have to wait 8 weeks from the date of your complaint or get a final decision letter from the bank before you send to FOS.

I'm sure the FOS will love to get your complaint - it will make a change from all the boring mis-selling ones they get and give all the staff there a laugh.

Money-Saving-King

Seeing I've just stumbled on this post you wrote in the other thread of yours someone highlighted above it hard to take you seriously.

Jessica9 wrote: »

No one have an idea on the issue? At the end of week I will go to make a complaint to the police any way since the retailer is becoming aggressive at the same time.

A bank dealing with your complaint is harassment and you need to go to the police when dealing a retailer doesn't go your way!!!

Jessica9_2

CoolHotCold wrote: »

Honestly, I think you'll have a hard time getting anywhere legally.

Move on with your life.

You are partially right but I think it is important to make at least a written complaint by (email) to the bank [for the future : we never know what they could equally do later if I do not take action (written complaint)]. I will wait further 6 weeks and then may contact the financial-ombudsman or file a claim at the court where I will act as my own Solicitor/Barrister : all this issues are already boosting me to improve my English for the Court Hearing.

Jessica9_2

gb12345 wrote: »

You either have to wait 8 weeks from the date of your complaint or get a final decision letter from the bank before you send to FOS.

I'm sure the FOS will love to get your complaint - it will make a change from all the boring mis-selling ones they get and give all the staff there a laugh.

I have made what I think was fair since they act the same way since 2012 (bad/aggressive communication with customers, hang up the phone on me on numerous occasion, etc).