How much time do the banks have to reply?

thomas83uk

I done a forum search but failed to find the answer to this.
My question is how long does the bank have to reply to you in any form after you have sent off the questionnaire?
I sent an initial letter in Jan and was wrote back to asking to fill in the banks questionnaire on PPi complaints, I did and sent it back on 21st Feb. but have heard nothing since. I'm thinking they might not have received the letter so I'm going to send it again with a letter explaining what has happened so was wondering if there is any timing guidelines the bank have to follow?
Thanks in advance
Thomas

[Deleted User]

thomas83uk wrote: »

I'm thinking they might not have received the letter so I'm going to send it again with a letter explaining what has happened

Why don't you simply ring the Bank and enquire whether your complaint has been received? I wouldn't be sending another questionnaire until you are sure they haven't received the original.

Banks have eight weeks to consider your complaint.

WatchMan

Eight weeks.

I'd write them a reminder letter asking them what's up.

Keep a copy of this letter and ask for proof of postage (which is free). Give it some time see what they say.

Just be careful not to do as some people do and let this drag on for 6 months or more. If they don't send a final response eight weeks from your reminder letter, you can think about sending it over to the FOS - explaining that you have complained and enclosing your complaint letter, reminder letter an proof of postage.

[Deleted User]

WatchMan wrote: »

I'd write them a reminder letter asking them what's up.

A telephone call is far more immediate.

WatchMan wrote: »

If they don't send a final response eight weeks from your reminder letter, you can think about sending it over to the FOS -

Since FOS referrals take in excess of 18 months, I'd be loathe to send my complaint to FOS unless I was certain my complaint had been received.

WatchMan

Moneyineptitude wrote: »

A telephone call is far more immediate.

A phone call is immediate. But also leaves the OP with no trail. I've lost count of the number of times I've seen one person swear blind they made a phone call and the other party swear blind no call took place.

Could always follow a phone call up with a letter.

Moneyineptitude wrote: »

Since FOS referrals take in excess of 18 months, I'd be loathe to send my complaint to FOS unless I was certain my complaint had been received.

That's why I suggested only doing so after writing again to the business, keeping a record of this and waiting the eight weeks again.

I don't see any disadvantage to referring to FOS if the business has had its time. There is a queue, but I see no reason not to join that queue as soon as you are eligible to do so.

[Deleted User]

WatchMan wrote: »

I see no reason not to join that queue as soon as you are eligible to do so.

I think FOS should be a last resort and should not be used unless the Bank has issued a "full and final" response. I think what you are proposing is rather jumping the gun. The Bank is unlikely to deny a call took place if all it sought was to ascertain if a complaint has been received.

WatchMan

Moneyineptitude wrote: »

I think FOS should be a last resort and should not be used unless the Bank has issued a "full and final" response. I think what you are proposing is rather jumping the gun. The Bank is unlikely to deny a call took place if all it sought was to ascertain if a complaint has been received.

The rules are clear - the business has eight weeks to issue its full and final response.

Now, if the business has not done this because it never received the complaint - then that's fine. That can't be helped.

But if the complaint has been sent once, and then again with a reminder, with the business given twice the amount of time it should have had - then I can't see how anyone can call this jumping the gun.

Delays at the FOS in mind, I think it unreasonable to expect the consumer to have to wait around until the business can be bothered to respond. That is why the eight week limit is there.

[Deleted User]

WatchMan wrote: »

But if the complaint has been sent once, and then again with a reminder, with the business given twice the amount of time it should have had - then I can't see how anyone can call this jumping the gun.

I don't recommend sending a second complaint until the Op knows for certain the original has not been received.
Entering an eighteen month queue in preference to an (at most) further eight weeks waiting time certainly can be described as "jumping the gun".

WatchMan

Moneyineptitude wrote: »

I don't recommend sending a second complaint until the Op knows for certain the original has not been received.
Entering an eighteen month queue in preference to an (at most) further eight weeks waiting time certainly can be described as "jumping the gun".

We clearly disagree - I'd be interested to hear how long you'd think is reasonable for OP to wait.

OP knows his options - it is up to him how he proceeds.

[Deleted User]

WatchMan wrote: »

We clearly disagree - I'd be interested to hear how long you'd think is reasonable for OP to wait.

Certainly not eighteen months…

WatchMan

Moneyineptitude wrote: »

Certainly not eighteen months…

Ok, so that's the rough time from when the FOS gets all the evidence to when they make an assessment.

But I was asking how long you think it reasonable for OP to wait between submitting a complaint and sending it to FOS should they not receive a response.

OP has waited over eight weeks. I propose he writes again and gives another eight weeks.

What do you suggest?