How much time do the banks have to reply?

dunstonh

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

Its an objective but they can go beyond that. The client has the right to refer to the FOS after 8 weeks.

WatchMan

dunstonh wrote: »

Its an objective but they can go beyond that. The client has the right to refer to the FOS after 8 weeks.

And if they do they ought to write to the consumer informing them that they will over-run and providing an estimated response date.

For the avoidance of doubt - I am not advocating a gun ho "send it to the FOS" approach.

It is always best to have the business's response for sure.

But what I am saying is that there is a point where it is unreasonable to expect the consumer to wait around any longer whilst the business just ignores the dispute resolution rules.

dunstonh

And if they do they ought to write to the consumer informing them that they will over-run and providing an estimated response date.

Typically holding letters are issued.

But what I am saying is that there is a point where it is unreasonable to expect the consumer to wait around any longer whilst the business just ignores the dispute resolution rules.

On a non PPi complaint, earlier rather than later. However, on PPI, probably later given the FOS queue is likely to be longer

[Deleted User]

thomas83uk wrote:

was wrote back to asking to fill in the banks questionnaire on PPi complaints, I did and sent it back on 21st Feb.

WatchMan wrote: »

OP has waited over eight weeks.

The 21st February is not yet eight weeks ago?

WatchMan wrote: »

I propose he writes again and gives another eight weeks.

What do you suggest?

I propose he rings the Bank to ascertain whether his Questionnaire has been received and act accordingly. If the Bank have received the complaint he should wait for a "full and final" response (which can still be issued within the specified eight weeks).
If the Bank have not received the complaint I suggest he writes again giving another eight weeks.


I'm wondering why this thread has continued past post #2. The OP hasn't returned and he hasn't detailed exactly what his mis-selling complaint reasons were.

Brokerwise

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.

So are you saying ever claim that is not upheld by a financial institution should be sent to FOS - do not think that is what you mean but it reads that way

[Deleted User]

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.

Brokerwise wrote: »

So are you saying every claim that is not upheld by a financial institution should be sent to FOS - do not think that is what you mean but it reads that way

No, obviously I meant only in the context of this thread and only after every avenue available has been exhausted.

It's doubtless true that many people send their rejected complaints to FOS even if they are weak "hearsay" without any chance of success. However, that's not what this thread's discussion is about.

I'm still wondering why this thread is so long! A simple question (answered in the second post) is now at post #17.:eek:

Brokerwise

Moneyineptitude wrote: »

No, obviously I meant only in the context of this thread and only after every avenue available has been exhausted.

It's doubtless true that many people send their rejected complaints to FOS even if they are weak "hearsay" without any chance of success. However, that's not what this thread's discussion is about.

I'm still wondering why this thread is so long! A simple question (answered in the second post) is now at post #17.:eek:

Love a thread that goes off on a tangent

WatchMan

Moneyineptitude wrote: »

The 21st February is not yet eight weeks ago?

He complained in January.

Moneyineptitude wrote: »

I propose he rings the Bank to ascertain whether his Questionnaire has been received and act accordingly. If the Bank have received the complaint he should wait for a "full and final" response (which can still be issued within the specified eight weeks).

Yes we are both agreed that he needs to contact the business and give them more time. But what I was trying to ascertain is what he should do if they do not respond within the next eight week time period.

From your responses, I get the impression that you think he should just keep waiting indefinitely until a final response comes through - if it does. Surely that's not right?

Moneyineptitude wrote: »

I'm wondering why this thread has continued past post #2. The OP hasn't returned and he hasn't detailed exactly what his mis-selling complaint reasons were.

Well this is a forum. I don't think there is any harm in discussing the different approaches available to the OP. I happen to think that once a person has made reasonable attempts to illicit a response from the business, they should refer the case.

societys_child

Which brings us full circle back to:

"Phone the bank and ask." You get a black or white answer, doesn't need to be part of any paper trail.