Are Banks too Quick to Refer to the Ombudsman's Office?

masonic

Uxb wrote: »

Well the FO has just rejected my recent complaint on the basis that the increasingly irate emails passing back and fro between me and the financial company concerned and the total breakdown in communication did not represent either a formal complaint or that the final "we refuse" email from the company did not constitute a formal final offer.

Excellent - so I can waste even more time of the company and the FO by starting the process all over again.

Unfortunately, there is an important lesson in there about following the correct process. Making a formal complaint may lead to a better outcome from the company without needing to involve the FOS. Trained complaint handlers will often take a different view than front line customer service agents.

dunstonh

Plus don't forget that front line staff often lack any form of discretion. Whereas the complaints handlers can get things done that others cant.