Post Office Credit Card - complaints

brizza

Afternoon all,

Would be grateful for some advice here.

We've had a nightmare couple of months trying to balance transfer to a new Post Office credit card. Finally we've found out this week that our application "has expired", just as we'd sent the fourth set of verified information through to them.

Amusingly, the first three sets were 1) incorrectly verified 2) lost, even though they sent back the others items from the same envelope and 3) incorrectly verified despite being done at the Post Office.

Over that time we've had about a dozen phone calls with them, chasing the application and have continually been told conflicting stories about what the next step was and how to resolve their issues with our information.

Anyway, as cathartic as all that writing was...

Can we make a complaint about them, even though we're now no longer a customer? My wife made a formal complaint two weeks ago, asking to be called back, but that has not happened. She's now made a further complaint today... But are we wasting our time?

We're out of pocket for two sets of Post Office verification costs, two sets of Recorded Deliveries, plus we've now incurred about £200 of credit card interest which wouldn't have been incurred if our application had been processed promptly (or if we'd not chosen Post Office).

Do we suck it up and move on, or is there a likelihood that making complaints will see some sort of compensation?

Candyapple

Have either of you made a written complaint?

I doubt you would get anywhere near your costs back (£200 card interest, fees, verification costs etc) you'd probably be offered £20, or £50 if you are very lucky, as a goodwill gesture.

bigadaj

You need to make a formal written complaint to them , when they have 8 weeks to investigate and respond. Detail your costs and request these are reimbursed.

If not satisfied then you can then complain to the regulator, so long as your complaint is substantive then the company will typically be charged £500 for the investigation itself, so a threat of taking it this far may well lead to a worthwhile response.

brizza

Thanks both. That's useful, the formal written complaint was my next step, just wanted to make sure it was worthwhile doing so.