Barclays disputing FOS decision - what to do next?

WatchMan

Moneyineptitude wrote: »

If they manned the 'phone lines, what time would they get to adjudicate?

If that was true, the waiting time at FOS would likely be decade rather than eighteen months!:)

The call centre operators are called "consumer advisers", but they are not qualified to be adjudicators. Adjudicators may call complainants about specific issues concerning individual complaints, but they don't answer general enquiries.

They certainly do.

I work at CAB and have called the helpline before. I requested that the gentleman email me with some information while I was on the phone. His email signature had the title "Adjudicator."

[Deleted User]

WatchMan wrote: »

His email signature had the title "Adjudicator."

So he mans the general enquiry desk and responds to E-mails as well as handling the cases referred to him? No wonder FOS are swamped!:)

-taff

From the link above
"
What difference does your handling of front-line enquiries make-

As a result of our focus on resolving as many enquiries as possible at the front-line, only around one in six potential complaints raised with our consumer helpline actually become 'full blown' cases that require the involvement of our adjudicators and ombudsmen."


which would tend to suggest they don't man the helplines, only if the offices are phoned directly do you speak to an adjudicator.....

WatchMan

-taff wrote: »

From the link above
"
What difference does your handling of front-line enquiries make-

As a result of our focus on resolving as many enquiries as possible at the front-line, only around one in six potential complaints raised with our consumer helpline actually become 'full blown' cases that require the involvement of our adjudicators and ombudsmen."


which would tend to suggest they don't man the helplines, only if the offices are phoned directly do you speak to an adjudicator.....

I think he is means in terms of an adjudicator having to actually investigate and look into a case formally.

Anyway, that chap is talking about their "CCD" department - I have explained above (and in another thread) that this does not apply to PPI. You'll note that on their website they have a separate number for PPI questions.

Moneyineptitude wrote: »

So he mans the general enquiry desk and responds to E-mails as well as handling the cases referred to him? No wonder FOS are swamped!:)

I'd imagine that he isn't the only one there!

[Deleted User]

WatchMan wrote: »

I'd imagine that he isn't the only one there!

"He" isn't. There are 108 call centre staff answering 3,500 telephone calls a day. They are not adjudicators.

-taff

Ahh..I see where it all went wrong
Sun orginally mentioned the Helpline, then he went to the department,and now it's just a free for all argument that anyone could resolve in the morning by someone phoning the FOS and asking.

So...who wants to volunteer?

WatchMan

Moneyineptitude wrote: »

"He" isn't. There are 108 call centre staff answering 3,500 telephone calls a day. They are not adjudicators.

They are - I assure you.

I'd just refer to what I said earlier and this document again.

Page 48 has a organisation structure. You'll note that "general casework" has a department called CCD who do all the incoming calls for general casework stuff.

The PPI side of things have PPI adjudicators taking care of everything from initial enquiries up to ombudsman. Page 53 has a "PPI adjudicator" profile where they say things like:

Being a PPI adjudicator is different from those in general case work... I can pick up a case from any stage in the process; from CCD..." (who, as the document says earlier deal with initial enquiries by phone, letter or email)

That's all I'll say unless anything new comes up - I doubt who answers the phones really matters...

WatchMan

-taff wrote: »

Ahh..I see where it all went wrong
Sun orginally mentioned the Helpline, then he went to the department,and now it's just a free for all argument that anyone could resolve in the morning by someone phoning the FOS and asking.

So...who wants to volunteer?

:rotfl:

Remembering to phone the PPI helpline number rather than the general one, of course!

WatchMan

Moneyineptitude wrote: »

Actually it does matter. There have been many instances of posters here apparently being told by FOS that they "definitely" have a case for compensation etc when they clearly didn't.
Perhaps they were ringing the wrong department?:)

I'd expect that they would get passed to the PPI folk if they had gone through to the wrong department? :undecided

[Deleted User]

WatchMan wrote: »

I doubt who answers the phones really matters...

Actually it does matter.

It also matters for the purposes of this thread (to get it back on topic). The OP of this thread claims that FOS told him to write to Barclays about his complaint which has been referred to FOS. Why would a FOS "adjudicator" tell the OP this? He should be perfectly aware that Banks cease communication with complainants once FOS has the case.