Confused one complaint upheld one defended??

WatchMan

Gaffling wrote: »

Hey

I might give it a try nothing to lose lol ! Would you go back to the bank and query or straight to FOS?

If the letter you got from the bank is their final response, giving you a 6 month deadline to contact the FOS, then I'd go straight to the FOS.

[Deleted User]

Gaffling wrote: »

I might give it a try nothing to lose lol ! Would you go back to the bank and query or straight to FOS?

You cannot go back to the Bank unless you have some new evidence to show that the unsuccessful complaint was rejected wrongly. A "full and final response" has been issued and the next stage of your complaint is to refer it to FOS if you remain dissatisfied.

Do remember that the successful complaint is completely irrelevant to the rejected one and that Ombudsman referrals take around eighteen months.

sun73 wrote: »

It's still worth asking the FOS for an opinion,

If you ask a FOS telephone operator their "opinion", they will always advise referral. FOS telephone operators are not qualified and so tell people to complain regardless of reasons given.

roonaldo

You need to understand what Moneyineptitude said, they are different sales at different times.

The paperwork may be lost on one but not the other. The evidence may be better on one and not the other. The OP hasnt given us dates, one may be a pre-ICOB (regulation) sale one may be after. There could be a hundred reasons why.

Imagine buying eggs from Tesco, one day you buy some that go off quickly, next week you buy more and they are fine. So based on what you say then all eggs you buy from Tesco are bad.

Insider101

roonaldo wrote: »

You need to understand what Moneyineptitude said, they are different sales at different times.

The paperwork may be lost on one but not the other. The evidence may be better on one and not the other. The OP hasnt given us dates, one may be a pre-ICOB (regulation) sale one may be after. There could be a hundred reasons why.

Imagine buying eggs from Tesco, one day you buy some that go off quickly, next week you buy more and they are fine. So based on what you say then all eggs you buy from Tesco are bad.

Nothing else to add to this. Nail>>>>head

Gaffling

Thanks everyone for taking the time to reply, I really do appreciate all your advice

WatchMan

Moneyineptitude wrote: »

If you ask a FOS telephone operator their "opinion", they will always advise referral. FOS telephone operators are not qualified and so tell people to complain regardless of reasons given.

Incorrect - for PPI anyway.

In PPI, the people who answer the phone are the same adjudicators who assess complaints and do other work on complaints.

[Deleted User]

WatchMan wrote: »

In PPI, the people who answer the phone are the same adjudicators who assess complaints and do other work on complaints.

Adjudicators don't man the 'phone lines. If they did, complaint referrals would be far far longer than eighteen months!!!

WatchMan

Moneyineptitude wrote: »

Adjudicators don't man the 'phone lines. If they did, complaint referrals would be far far longer than eighteen months!!!

They definitely do!

[Deleted User]

WatchMan wrote: »

They definitely do!

Plenty of evidence to suggest that the FOS 'phone lines are manned by unqualified staff, I'm afraid.

I certainly hope adjudicators aren't answering the 'phones, they should be busy adjudicating...

WatchMan

Moneyineptitude wrote: »

Plenty of evidence to suggest that the FOS 'phone lines are manned by unqualified staff, I'm afraid.

I certainly hope adjudicators aren't answering the 'phones, they should be busy adjudicating...

There is an organisational chart available somewhere - came about from an FOI request. Shows that PPI does not have a dedicated group on the phone (like they do in other areas) - I'll try and dig it out tomorrow.