First Direct delaying tactics?

fifi66058

I submitted a claim for Plevin through resolver on 8th December 2017, I know that the email was opened by First Direct on 9th December however when I finally got an acknowledgment from them it was dated 27th December, this advised complaint would be dealt with within 8 weeks. The 8 weeks were up on 22nd Feb and yet I've heard nothing. I very much feel that I am getting the delaying tactics and they are trying to make it as difficult as possible - maybe hoping that I'll give up and go away!. Has anyone else had this problem with First Direct and should I just refer to Ombudsman now or give them another week?

[Deleted User]

fifi66058 wrote: »

I very much feel that I am getting the delaying tactics and they are trying to make it as difficult as possible - maybe hoping that I'll give up and go away!.

That would be very odd behaviour as they still need to complete the investigation and the longer it takes, the more they need to pay it if your complaint is upheld.

So they are either doing it deliberately to increase your payout or they are very busy with all the Plevin complaints.

[Deleted User]

fifi66058 wrote: »

I very much feel that I am getting the delaying tactics

You need to understand that "delaying tactics" are not a feature of PPI complaints. Prior to the 2009 court case, all the Banks did employ "delaying tactics" with complaints about Bank Charges while the court hearing was pending. In your case, the bank has already agreed to pay you and there is no gain to the Bank if this takes longer than the eight weeks they promised.

So the delay in your refund is simply down to the Bank being currently overwhelmed with Plevin complaints.

However, nothing to stop you chasing the Bank now that they are over the date they said they would pay by...

Do note that although you could now refer your complaint to the Ombudsman, this is likely to increase the delay in your payout

dunstonh

I submitted a claim for Plevin through resolver on 8th December 2017, I know that the email was opened by First Direct on 9th December however when I finally got an acknowledgment from them it was dated 27th December, this advised complaint would be dealt with within 8 weeks.

Resolver does slow the complaints process slightly.

I very much feel that I am getting the delaying tactics and they are trying to make it as difficult as possible - maybe hoping that I'll give up and go away!.

That is just silly.

Some of the firms are suffering backlogs on plevin complaints. There is no financial benefit for the delay. Indeed it hurts them as they have to add more interest. They cant just forget you. That is not how it works.

should I just refer to Ombudsman now or give them another week?

Going to the FOS just takes you out of one queue and puts you at the start in another one. There is no point taking a plevin complaint to the FOS.

fifikav

I put my claim through resolver. Firstdirect denied getting the email.( chased after 3 weeks) So I asked for Plevin to be looked at via phone ( I still bank with them) . They told me me they were super busy with these complaints . Just under 8weeks ( from my call not resolver)I received a letter confirming Payout and that it had been put in my bank account. The commission was small but the interest was huge ! ...happy days... as someone else said delaying costs them money !
Good luck !

societys_child

as someone else said delaying costs them money !

And as someone else said, they wern't purposefully 'delaying', they were snowed under, which appears to have worked in your favour

fifi66058

Thanks for info, if first direct say they will respond within 8 weeks and they now know they can't do it in that timescale surely a letter advising a further delay would be in order?, I claimed mis-sold PPi on a Debenhams card and although it took longer than expected they kept me updated on the situation by letter almost weekly (or did it just feel like that after numerous letters!). I still bank with First Direct and in all other departments I have no complaint, courteous, helpful etc but the two experiences I have had trying to money out of them they have been less than helpful. I'll give it another couple of weeks and then try and give them a ring.

[Deleted User]

fifi66058 wrote: »

Thanks for info, if first direct say they will respond within 8 weeks and they now know they can't do it in that timescale surely a letter advising a further delay would be in order?,

Perhaps, but of course that would result in further delays. I imagine they want to just plow through the backlog.