FOS recommend complaint upheld, company now calling?

universa_2k

Hi all

I initially made a complaint with Argos Card a long time back which was declined - I then took my complaint to the FOS whom have now finally written back saying that they recommend that my complaint is upheld and have written to the company stating this and asking for anything more they may have to say.

Argos card have now called me asking questions about my form.
Should they be contacting me directly asking questions that they should have asked in the 1st instance?

Surely now the FOS are dealing with the complaint, all communications should be through them? Am I right or is it normal for the company to call asking questions? I feel like they are trying to trip me up - calling me when i'm at work and when I don't have the dates in front of me acting like I should automatically know the information. I'm not a walking diary and it was over 2 years ago that the initial complaint was made!

Any advise?

[Deleted User]

universa_2k wrote: »

Any advise?

I suggest you co-operate with any and all enquiries about your complaint.

quaybab

Usually, respondents will refuse to deal with you when a case is referred to the FOS. Either ask them go through the adjudicator or deal with you by email so you have a copy of everything said for the Ombudsmans final decision.
If Argos Card have not stated in writing that they about to settle, they are just trying to mess you around.

[Deleted User]

quaybab wrote: »

If Argos Card have not stated in writing that they about to settle, they are just trying to mess you around.

I sincerely doubt that...

Crabman

Only correspond with the FOS and ensure it's in writing. If the financial firm calls again say that they should speak with the FOS and that the FOS will in turn liaise with you if needed.

The FOS is a rather simple organisation. Financial firms know how to mess consumers around, trip them up and then twist the information to their own advantage.

CKhalvashi

Moneyineptitude wrote: »

I sincerely doubt that...

I doubt too.

If they've been told to settle, there is good chance they're trying to contact OP to rectify the situation.

Bonfire_Bride

If the case has been upheld..the FOS have made a decision and it is final. Argos wouldnt even try to turn the decision around - as very rarely will a decision by overturned.

Any case taken to the FOS...whether won or not, costs at least £600. I would comply with Argos, speak to them and get the case closed and any monies due to you, refunded.

[Deleted User]

Bonfire_Bride wrote: »

If the case has been upheld..the FOS have made a decision and it is final. Argos wouldnt even try to turn the decision around -

Plenty of FOS referrals are actually appealed by financial institutions.

I agree this is very unlikely to be the case here, though.

universa_2k

Thanks for all the replies - I didn't speak to Argos when they called initially as I was at work and wasn't in a position to do so. They have not called back since so I haven't been able to do anything at all.

I believe they had until this week to go back to the FOS so I guess i'll see what happens...

magpiecottage

Crabman wrote: »

Only correspond with the FOS and ensure it's in writing. If the financial firm calls again say that they should speak with the FOS and that the FOS will in turn liaise with you if needed.

Playing Chinese Whispers will not resolve matters more quickly.

The FOS is a rather simple organisation. Financial firms know how to mess consumers around, trip them up and then twist the information to their own advantage.

What is your evidence that this assertion is true?

And if you have any, would not FOS, being so simple, be just as susceptible?

Crabman

magpiecottage wrote: »

Playing Chinese Whispers will not resolve matters more quickly.

What is your evidence that this assertion is true?

And if you have any, would not FOS, being so simple, be just as susceptible?

No idea where you got the "Chinese Whispers" comment. Perhaps you have become confused with a different thread.

The OP deals with the FOS. The FOS liaises with the financial firm and the OP to try and resolve the complaint. Where a settlement isn't possible, the FOS makes a decision which the consumer can accept (thus making it legally binding) or reject. I hope this helps you understand how the FOS works.