Bank Complaint Protocol

Outsider_83

I recently had a complaint with a bank and I was unhappy with how they dealt with it and the behaviour of the complaint handler. I put in a complaint with how it was handled and the behaviour of the complaint handler, today the same complaint handler picked it up, advised he was happy with how he dealt with it, closed off the complaint and hung up on me.

The complaint handler had advised there was nobody to pick up the complaint but him.

Is this a conflict in interest or normal protocol?

agrinnall

Complain in writing, including your complaint about the complaints process. You can escalate to the FOS if you are unhappy with their final response.

BooJewels

I don't know what the answer is, but I feel your pain - I spent a disgustingly inappropriate length of time trying to make a complaint about a complaint and never did get the [formal complaint] letters about it answered. I spoke to the FOS about it, but it wasn't within their remit as there was no financial loss. There doesn't seem to be anywhere to turn for poor conduct and verbal dishonesty.

I'm not normally a quitter, but had to concede defeat when it was obvious that all I was likely to achieve was wasting more of my own time.

But him passing judgement on his own performance certainly trumps the silliness of mine.

KJSmith

You wouldn't normally be able to raise a complaint about a complaint (ultimately it relates to the original issue which is probably why you were directed back to the same complaint handler). If you're unhappy with their final response you can escalate to the FOS.

karlie88

Contact Mchambers via PM on here.

You'll be a millionaire within a year.

EachPenny

I had a similar kind of experience with Co-op. I asked to make a complaint to a manager (while on the phone) about the way a call had been handled. "Yes certainly" says the manager, "I can take the details of your complaint". Full details of the complaint given, including the manager checking to make sure everything was correctly recorded.

Then he says "Right, I've considered your complaint and am not upholding it. We'll send you a letter in the post to confirm this and how you can take the matter to the FOS if you want".

Gobsmacked.

PeacefulWaters

While I think it's the wrong way for them to handle things, if it's a small branch there might not be many choices.

Complain to a central complaints number instead. They'll have dozens of alternatives to make decisions.

Cotta

I had a recent issue also with Bank of Ireland, the complaint was logged slightly after the five year term but it took 13 months for Bank of Ireland to answer my complaint which they deemed acceptable and everything was referred to the ombudsman. I lost both cases due to the five year rule even though the ombudsman advised I had a case. I then logged a complaint with the bank about the rudeness of the complaint manager and the length of time it took to get a response (13 months), they failed to answer my complaint, denied they received it and then advised that it was sent to the FOS despite knowing the term rule. Lessons learnt with Bank of Ireland.

EachPenny

Outsider_83 wrote: »

Did you get it resolved?

In this case I didn't. I was busy at the time and the issue was relatively minor so I didn't take it to the FOS. By the time I was less busy the six months had already passed. I have taken other complaints all the way to the FOS where the issue was more serious.

If I was in your position then I would persue the complaint. It is wrong for a complaint to be investigated by the person being complained about, there is a clear conflict of interest. (The difference between your case and mine is that in mine the manager dealt with a complaint about his team, rather than about himself)

Did the person you spoke to say they would issue a final letter? If not, then you need to contact the bank's complaints team and ask for one to be sent.

adindas

BooJewels wrote: »

I don't know what the answer is, but I feel your pain - I spent a disgustingly inappropriate length of time trying to make a complaint about a complaint and never did get the [formal complaint] letters about it answered. I spoke to the FOS about it, but it wasn't within their remit as there was no financial loss. There doesn't seem to be anywhere to turn for poor conduct and verbal dishonesty.

I'm not normally a quitter, but had to concede defeat when it was obvious that all I was likely to achieve was wasting more of my own time.

But him passing judgement on his own performance certainly trumps the silliness of mine.

[FONT=&quot]If it is not the remit of FOS one thing you could try is to create a hole to them. [/FONT]

[FONT=&quot]Send email to several (not one) high ranking officials who you think care about the company reputation. Threaten them to share your experience. Spell it out how you will do this e.g. in the social network, reputable review forum, and discussion forum.[/FONT]

[FONT=&quot]Do not use mail as it will cost you money, do not spend too much time searching. You could use for instance address you could easily find on search engine or a generic email address of CEOs
[/FONT]
[FONT=&quot]They will estimate the cost of hole (reputational damage) that has been created vs addressing your complaint.[/FONT]

[FONT=&quot]In your side consider how important is their product to you. You might get kicked because they do not want to do business with you anymore. Also, you will need to consider what will cost you (mainly time).[/FONT]