FOS Competence???

WorthyCandidate

Who do you go to when the Ombudsman's incompetence lets you down?

After almost 2 years of arguing with the bank and the Ombudsman, the Ombudsman upheld my complaint and advised me by telephone on 25 June that they would be asking the bank to make me an offer of reimbursement of the PPI on my credit card. This was followed up shortly thereafter by a letter informing me that they had told RBS to reply to their decison by 19 July.

I then receive a letter from the Ombudsman on 30 July letting me know that RBS had agreed to make me an offer and asked me to confirm my acceptance of said offer. They also mentioned that it may take up to 8 weeks from the date of my acceptance for RBS to calculate and process a payment.

Great I thinks. So I accept.

Nope.

I contacted the Ombudman today on 23 October and was told by a cheery soul on the telephone that unfortunately (for me) no-one from the FOS had actually got round to telling RBS that I was happy to accept this offer. I was then told that unfortunately it will take up to 12 weeks for RBS to calculate and process a payment from today's date!!

So the Ombudsman finds in my favour on 25 June 2013 and it will be the end of January before this is eventually settled. 7 months!!

Seriously, is this a common occurence?

And the additional, 7 months interest on this, will RBS pick that up?

I am not sure that morally (if RBS's people have morals) RBS should really have to come good for teh incompetence of the FOS.

I have asked for a call back from a senior member of staff but I am thinking, what is the point of complaining other than the unlikely hope that they maybe smarten their act up when dealing with people in the future?

magpiecottage

I doubt it was an Ombudsman who told you that RBS has decided to make an offer, it will be almost certainly be an adjudicator.

An Ombudsman would make an award which, if you accept it, becomes legally binding on both sides. No offer is required.

Clearly if FOS forgot to pass confirmation that you accepted to RBS then FOS is at fault. You can complain to FOS about its competence. However RBS will calculate interest up to the point of the payment of the redress.

If RBS think this means it has had to pay more than would otherwise have been the case, it can complain to FOS itself.

WorthyCandidate

You are of course correct. It was indeed an adjudicator. The claim never got as far as a full Ombudsman review and decision. My case trundled along with an adjudicator for an additional 9 months as I was gathering all the necessary evidence to support my claim.

And many thanks for your information viz-a-viz payment of interest for the additional time that this has taken unnecessarily.

quaybab

WorthyCandidate wrote: »

I contacted the Ombudman today on 23 October and was told by a cheery soul on the telephone that unfortunately (for me) no-one from the FOS had actually got round to telling RBS that I was happy to accept this offer. I was then told that unfortunately it will take up to 12 weeks for RBS to calculate and process a payment from today's date!!

So the Ombudsman finds in my favour on 25 June 2013 and it will be the end of January before this is eventually settled. 7 months!!

Seriously, is this a common occurence?

Yes

Looks like your in for a surprise as there is still time for RBS to turn round and decline to pay this, asking for determination (final decision from an Ombudsman).

I'd leave it and wait until you get the cash in your hand before putting in a complaint in as per http://www.fos.org.uk/publications/factsheets/complaints-about-our-service.pdf
Note there is no time restriction on bringing your FOS incompetence complaint.

[Deleted User]

quaybab wrote: »

there is still time for RBS to turn round and decline to pay this, asking for determination (final decision from an Ombudsman).

Indeed. Not at all unlikely either.