kind of strange one.. ombudsman and bank

Dobbibill

This is quite confusing - if she was distressed they may have been unable to read any relevant scripting if there is any.

Did they wave the charges for her?

For a first offence, the bank are sometimes able to waive/refund them.

Does she do internet banking? Well worth having the app on her phone to keep an eye on the account.

zaphob_beeblebrox

Dobbibill wrote: »

This is quite confusing - if she was distressed they may have been unable to read any relevant scripting if there is any.

Did they wave the charges for her?

For a first offence, the bank are sometimes able to waive/refund them.

Does she do internet banking? Well worth having the app on her phone to keep an eye on the account.

yeah she had a screaming 1 year old that was evident informed a ton of things wrong.
they waived the charges on the 14th of august.
yes was first offence. did send a message to you dobbi I cant post it online. its postimg site for url. sorry new member still.

she does the internet banking on phone and on the tablet and that's where she has screen capture of her physically not being able to do anything. including the wait time and one video has her medical reference of hospital visits including discharge papers.

and if they don't understand that a service would inform her of something that she already had panics over why were they asking the customer to use this
also the call handler was on for about 3 minutes and the complaints were taken about 5 minutes with a wait in between.
that was when they gave her a load of information and the text service which she didn't understand and didn't know about the messages in the morning.

one issue was the ombudsman adjudicator kind of has one reply and then another
and the bank has done the same
both have been proven wrong by the woman but so far the ombudsman agrees the bank acted fairly and miss references more than once in his reply to actually be proven wrong not just twice but over 4 so far.
the bank was proven wrong on two occasions
there is actually a lot more I have the response in writing aswell so helps as everything came by email and letter

have an appointment with CAB on Wednesday now. not long off the phone.
mega confused by all this and literally having a massive headache from it.

Dobbibill

I got the PM with the link - cheers.

If she has followed the banks complaints process and the Financial Ombudsman, her options now are either to raise a complaint about the FOS service or court. The latter could be costly so she needs to consider her next move carefully.

Here is the information from the FOS website

http://www.financial-ombudsman.org.uk/faq/answers/complaints_a12.html

If an ombudsman has made a decision on a case, that decision is final. Neither side can appeal to another ombudsman.

The consumer doesn't have to accept the decision – and if they don't, our decision does not affect their legal rights. So they are still free to go to court instead. However, we cannot give legal advice about how a court might handle a case or about any court requirements (such as time limits) that might apply.

HTH

zaphob_beeblebrox

it was the adjudicator that has made a decision so far.
she has the both parts that were in the picture she has proven as wrong on two counts as the frequency of the alerts is already set in the terms and condition on the website.

the other is the "end the text alert service" which was the initial call that detailed the complaint.
so if he heard that call with the actual complaint he would know the text alert service was already ended.

I mean how do you point out to an ombudsman adjudicator you obviously haven't listened to the call.
and who do you point out to that it was obviously not a fair assessment. never even covered the core of the argument as to why the charges on a Saturday after 5pm why not in the morning and not at the end of the hardest day to get a bank the next day to fix.

EachPenny

My advice at this stage would be to look at the position and consider whether you have grounds to complain to the Ombudsman service about the way the ajudicator has handled things so far.

A complaint I made was dealt with appallingly by an adjudicator who appeared unable to write a correctly spelt letter, let alone understand and consider technical aspects of a financial complaint.

In the end I was so fed up I made a complaint about the service, which I have to say was handled very well. I was promised that the service would improve following management intervention, but had to ask for the complaint to be considered by an Ombudsman as the adjudicator still wasn't getting it.

The Ombudsman considered the complaint and said they were minded to agree and would make a suggestion to the financial institution that they should pay me compensation. That was the last official word I had from the FoS... I just got a credit into my account for the amount of compensation with no correspondence either from the bank or the FoS to confirm the complaint had been upheld and compensation paid as a result.

So as a result my view of the FoS is that if they don't get it right first time then the best thing to do is to complain about them, but don't expect things to improve much.

zaphob_beeblebrox

EachPenny wrote: »

My advice at this stage would be to look at the position and consider whether you have grounds to complain to the Ombudsman service about the way the ajudicator has handled things so far.

A complaint I made was dealt with appallingly by an adjudicator who appeared unable to write a correctly spelt letter, let alone understand and consider technical aspects of a financial complaint.

In the end I was so fed up I made a complaint about the service, which I have to say was handled very well. I was promised that the service would improve following management intervention, but had to ask for the complaint to be considered by an Ombudsman as the adjudicator still wasn't getting it.

The Ombudsman considered the complaint and said they were minded to agree and would make a suggestion to the financial institution that they should pay me compensation. That was the last official word I had from the FoS... I just got a credit into my account for the amount of compensation with no correspondence either from the bank or the FoS to confirm the complaint had been upheld and compensation paid as a result.

So as a result my view of the FoS is that if they don't get it right first time then the best thing to do is to complain about them, but don't expect things to improve much.

how did you go about complaining about the service.
when I mentioned it with the guy. he said he would look at passing this one for the ombudsman so I don't know if they look at this or not.

lots of proof he hasn't looked at the complaint or listened to a call that was actually the customer telling what the problem was.

EachPenny

zaphob_beeblebrox wrote: »

how did you go about complaining about the service.
when I mentioned it with the guy. he said he would look at passing this one for the ombudsman so I don't know if they look at this or not.

lots of proof he hasn't looked at the complaint or listened to a call that was actually the customer telling what the problem was.

Details here:

http://www.financial-ombudsman.org.uk/about/our-service-standards.htm
http://www.financial-ombudsman.org.uk/publications/factsheets/complaints-about-our-service.pdf

It is important to understand the difference between a complaint about a financial institution and a complaint about FoS. If an ajudicator is not considering information (and has no good reason not to) then you are complaining about their handling of the complaint, not necessarily their decision or the original matter of the complaint.

I phoned the number on the factsheet and asked to speak to someone (other than the adjudicator dealing with my complaint) to discuss my concerns about the way the complaint was being handled. I was put through to a team dealing with service complaints and the person I spoke to listened carefully, and logged details of the issue as we talked. They will explain what can and cannot be dealt with as part of a service complaint.

zaphob_beeblebrox

EachPenny wrote: »

Details here:


It is important to understand the difference between a complaint about a financial institution and a complaint about FoS. If an ajudicator is not considering information (and has no good reason not to) then you are complaining about their handling of the complaint, not necessarily their decision or the original matter of the complaint.

I phoned the number on the factsheet and asked to speak to someone (other than the adjudicator dealing with my complaint) to discuss my concerns about the way the complaint was being handled. I was put through to a team dealing with service complaints and the person I spoke to listened carefully, and logged details of the issue as we talked. They will explain what can and cannot be dealt with as part of a service complaint.

thank you
yes we have a problem directly with the adjudicator.
the complaint he has returned is a near blueprint of the banks response just worded different and yes miss referenced. when proven wrong completely changes the statement.
there was a link sent in as a pm I seriously cant link it in yet I am trying.

there is a lot more that occurred where he was proven wrong and just rolled over it.

jonesMUFCforever

It is still very difficult to read what exactly is the problem here.

The only thing I can add (and the OP won't like it)is that if you were expecting a text then you have a mobile phone - does this not have a banking app - which would have let you transfer funds from one account to another.
If this did not work why not use the said phone to ring them up and ask them them to transfer funds?

Or have I missed something?