Starling Bank Security

colsten

Deleted_User wrote: »

I'm not aware of the case being available online, I've been corresponding via email. If you point me in the right direction I can try to dig it up.

All Ombudsman decisions should be published on https://www.financial-ombudsman.org.uk/data-insight/ombudsman-decisions

[Deleted User]

https://www.financial-ombudsman.org.uk/data-insight/ombudsman-decisions

I cant see my decision on there. Will this be because it hasn't been enacted/closed?
I have asked whether publicity or the small claims court is the way to go. Trying to get the ombudsman to reply is like pulling teeth. Its all very frustrating.
I have been getting treatment for PTSD, depression and suicidal thoughts. I can just imagine the PR story if I finally go through with it while this is still ongoing.

[Deleted User]

I've just had a response from a customer service representative saying that the CEO has asked her to respond. She states that they have had the FOS initial view and are continuing to work with them to find a resolution.
My reply is that they had the initial response in July, the reaffirmed response in August and have had the resolution clearly spelled out to them by the FOS (Refund plus compensation plus interest). I've copied the CEO back in to the reply as well as my contact at the FOS.
All parties seem to be completely uninterested in the resolution provided.

eskbanker

Just to be clear, did this definitely progress through all the FOS stages, i.e. with an adjudicator initially making recommendations and then subsequently escalating to an actual ombudsman to make a formal legally-binding decision (which should have a unique DRNnnnnnnn decision reference number and be published on the website)?

[Deleted User]

The fact that its not on their websites suggests not. I've been dealing with the same guy for a while and he hasnt mentioned anything about different stages. I've got the decision in writing but it sounds like this is just a recommendation and not a decision. That would explain why Starling havent acted.
To be honest that !!!!es me off even more. The guy knows how much this situation is playing on my mental health and he has never said anything about the fact that he cant force anything.

[Deleted User]

I've just googled him and hes a senior adjudicator.
AAAARRRGGGHHH! So effectively i'm 15 months in to this fight and ive got no actionable decision out of the FOS. What a waste of space!!!

eskbanker

The FOS website has been dumbed down in recent times and doesn't explain their process in as much detail as it used to but it would still be worth reading and digesting https://www.financial-ombudsman.org.uk/consumers/expect, especially the section about 'taking your complaint further'.

It sounds like you're not in an entirely dissimilar situation to the poster who started the other thread I linked earlier, who was faced with a dilemma about whether to keep pushing the FOS adjudicator to 'encourage' the institution to comply with her recommendation or to escalate to an ombudsman, who could reach an entirely different decision....

[Deleted User]

Thanks, I'm gonna push for an ombudsman because my adjudicator isn't achieving anything.
His email signature should really state that he's not an ombudsman and has the strength of a wet paper towel. Instead it says Financial Ombudsman Service. It makes you believe you are dealing with someone who can do something.
Thanks for your help. I'm getting increasingly frustrated and desperate for a resolution. My time within the NHS is coming towards an end and I'm going to have to start paying for treatment soon so I could really do with that refund!

eskbanker

Deleted_User wrote: »

Thanks, I'm gonna push for an ombudsman because my adjudicator isn't achieving anything.
His email signature should really state that he's not an ombudsman and has the strength of a wet paper towel. Instead it says Financial Ombudsman Service. It makes you believe you are dealing with someone who can do something.

It's not really tenable to assume that all customer-facing employees within the FOS will actually be ombudsmen, which is a defined term with specific meaning within their setup.

Like any other reasonable size of organisation, they have a structure that involves varying degree of seniority and responsibility, ranging from the front-line staff who answer the relatively simple first-line stuff, through adjudicators empowered to resolve second-line issues, up to actual ombudsmen who have the most responsibility to make the final decisions, and some of whom act as line managers to more junior roles.

born_again

So you were in a club. Adult nature? by any chance.
Did you have a drug test if you thought you were drugged? If not why not... As it does not help your argument.
Same PIN on all cards?
Chip & pin is secure. So long as you do not divulge your pin.
So if you were not in the club at the time of some transactions, just where was your card? Any chance one of your fellow travellers had borrowed it?

If the transactions are chip & pin they are within their rights to not refund you, given that you did spend in the club.

Each card provider has different set up on how their fraud systems work. Some will see fraud at these types of retailer and decline the transactions, till you say it is you. Others will simply let them through when they are chip & pin. The fact Starling let them through and others banks did not is not a basis for a complaint.

Sadly if you have complained and their customer relations have upheld the fraud teams decision. Your only way forward is FOS.