Barclays vs. Canada Square Operations (Egg)

Washout

Hi All,


Can someone confirm the following assumption, but a bit of background first:


I have made a complaint on mis-sold credit card PPI related to an Egg credit card, which was taken over by Barclays (Barclaycard) with the account still open (very small balance left on it).


Canada Square Operations passed the complaint to Barclaycard, who I had also submitted a complaint to and Barclays having rejected my complaint initially, re-opened the case on receipt of the Canada Square Operations complaint.


Barclays have just written to me stating they have passed the complaint back to Canada Square Operations as it was Egg that had originally sold the PPI.


My assumption (other than they are playing "liability" Ping-Pong) is that Barclays are correct and the complaint should go to Canada Square Operations , as they were the sellers of the policy.


Is that correct,? If so I will fire off a letter to Canada Square Operations, so that they know I am aware the claim is now with them and I'm awaiting their handling of it.


Of course I can still go to the FOS, but only once I know who is responsible for handling the complaint and that party has concluded their investigations and rejected the complaint.

[Deleted User]

Washout wrote: »

Barclays have just written to me stating they have passed the complaint back to Canada Square Operations as it was Egg that had originally sold the PPI.
Is that correct,? If so I will fire off a letter to Canada Square Operations, so that they know I am aware the claim is now with them and I'm awaiting their handling of it.

If Barclays have already referred your complaint back to Egg then they are supposedly dealing with it already. You should get an acknowledgement letter from them shortly.
Rather than writing them another letter, I'd be contacting them via telephone in the first instance to ascertain that they are accepting the liability this time.

If both sides continue to deny responsibility, you may have to get FOS involved.

Washout

Thanks for coming back.


I prefer letters for this kind of "work", as there is less chance for mis-interpretation and there's an audit trail.


Although you didn't quite answer my question i.e. all things being equal is it the policy "vendor" that deals with the complaint rather than any subsequent party (Barclays were also taking premiums after their "purchase" of the account)?


Also would the handling of the complaint be a subject for the FCA rather than the FOS, who I thought were the body for adjudicating on complaints, not policing the process and the parties handling them?

[Deleted User]

Washout wrote: »

Although you didn't quite answer my question i.e. all things being equal is it the policy "vendor" that deals with the complaint rather than any subsequent party (Barclays were also taking premiums after their "purchase" of the account)?

I'd say Barclays are correct to refer it back to Egg who sold you the insurance in the first place. It would be different if you had purchased the insurance after Egg came under the Barclays "Umbrella"

Washout wrote: »

would the handling of the complaint be a subject for the FCA rather than the FOS, who I thought were the body for adjudicating on complaints, not policing the process and the parties handling them?

In your circumstances, you deal with the Ombudsman Service. If the Banks fail to adhere to FCA guidelines leave FOS to worry about that, all you need to be concerned about is your own complaint.