Confused one complaint upheld one defended??

roonaldo

WatchMan wrote: »

They definitely do!

I've adjudicated at FOS on PPI, I only answered the phone when my personal line rang from consumers returning calls, I wasnt a customer service agent answering calls from general public.

WatchMan

roonaldo wrote: »

I've adjudicated at FOS on PPI, I only answered the phone when my personal line rang from consumers returning calls, I wasnt a customer service agent answering calls from general public.

Things have changed then.

This is the document I referred to in an earlier post - it came out in a FOI request: https://www.whatdotheyknow.com/request/179663/response/445421/attach/3/General%20Induction%20Programme.pdf

Page 48 gives a general overview of the organisational structure and you will see the difference between PPI and what they call general casework. The general casework have a separate dept. where calls go to called CCD.

Page 58 has an overview of a PPI adjudicators role and they clearly say that their job isn't just assessing stuff - but taking calls, setting up complaints etc

dunstonh

Page 58 has an overview of a PPI adjudicators role and they clearly say that their job isn't just assessing stuff - but taking calls, setting up complaints etc

Taking calls yes but it doesnt mean that they are doing the initial calls that people make to the FOS.

roonaldo

FOS as a whole get a couple of thousand phone enquiries each day. This makes no sense.

WatchMan

dunstonh wrote: »

Taking calls yes but it doesnt mean that they are doing the initial calls that people make to the FOS.

I think if you read that along with the organisational diagram and the CCD definition, you'll see that it is fairly clear that PPI and other areas of the organisation are different.

roonaldo wrote: »

FOS as a whole get a couple of thousand phone enquiries each day. This makes no sense.

Don't forget that they recruited heavily.