Resolver Tool- Escalation process

Nadeem_Bajaffer

I submitted my complaint to the bank using the resolver tool. I have received a response from the bank within 4 weeks. The resolver tool does not have an option to escalate this to the Financial Ombudsman. The only option on my account shows " 1 month until escalation".
Does it mean I have to wait for one month before escalating it to Financial Ombudsman if I escalate it through the resolver tool?

eskbanker

Yes, the bank has up to eight weeks to address your complaint before escalation to FOS kicks in (via Resolver or otherwise), as per http://www.financial-ombudsman.org.uk/consumer/complaints.htm:

how to complain

1. talk to the business first

First, give the business you’re unhappy with a chance to put things right. They have up to eight weeks to give you an answer.

If you’d like us to contact them for you, just get in touch.

2. tell us if you're unhappy

If the business doesn't answer within eight weeks – or you’re unhappy with what they say – get in touch with us.

Edit: should have said that you can escalate if you've reached the end of the bank's process, as per https://support.resolver.co.uk/hc/en-us/articles/115002340605-Can-Resolver-bring-forward-my-escalation-date-

If you receieve a final response or 'deadlock' letter from a company you can contact Resolver to request the escalation date is moved forward. (This will generally only relate to regulated organisations).