When Banks don't Act on FOS Findings

JuicyJesus

Cotta wrote: »

I feel completely defeated on this, I'm now prepared to just accept my account balance back which could be a struggle.

For the small level of compensation mentioned along with missed interest which TSB are going to fight releasing I see little point in this. I regret accepting the £500 now as it has infuriated TSB and I regret the vast amount of time since the decision in August that I've wasted trying to resolve these issues.

You've done nothing wrong and the adjudicator's response is a joke.

Insist that it goes to Ombudsman level.

pmduk

I suspect any reply from me would contain the lines. "I agree that is unacceptable that the parties have been in frequent contact since August, yet in December, little has been resolved. It might be better if henceforth Ms Wayman herself deals with this matter directly with my MP's office?"

Cotta

The adjudicator only sent a brief message today to advise that TSB were deliberating and she was awaiting a response.

Cotta

The Adjudicator has been in touch to advise that TSB have indicated to them that when we spoke last week I advised I was not in front of my desktop. I have now indicated that I want this call listed to as I was in front of my desktop and never advised otherwise, I even arranged to leave work early to accommodate TSB, to say I am furious is an understatement.

HampshireH

Cotta it may be worth downloading one of the call recording apps for your conversations with them.

You can advise them at the beginning of the call the call is recorded at your end as well as theirs. They have given you good reason to feel the need to go down that route.

masonic

HampshireH wrote: »

You can advise them at the beginning of the call the call is recorded at your end as well as theirs. They have given you good reason to feel the need to go down that route.

It's unlikely they will continue the call if you notify them you are recording it.

Cotta

Where do I go from here then?

eskbanker

Cotta wrote: »

Where do I go from here then?

'To the ombudsman' is something of a recurring theme, but you could revert to the adjudicator strongly refuting TSB's claim and suggesting that she should get hold of the call recording from TSB, which will obviously be yet more ammunition in your favour.

I thought she'd been the one who wanted to move away from daily updates?!

Cotta

I have just spoken to the adjudicator and advised that I want the call listened to and this referred to the Ombudsman, a formal response will be coming my way later today.

EachPenny

masonic wrote: »

I think you need to insist this goes to an Ombudsman without further delay, citing lack of confidence in the ability of this Adjudicator to handle the complexities of this case. I'd be considering raising a formal complaint against this Adjudicator based on the latest response you have received.

From my own experience in a similar kind of headbanging situation I'd agree 100% with pushing it on to an Ombudsman at this point.

I'd also say that a (justified) complaint against an adjudicator was an effective way of getting the issues taken seriously, and in my case led to a modest sum of compensation from the FOS... if they are not willing or able to get TSB to cough up then that might be a reasonable alternaive solution in your case Cotta.

The message from the adjudicator is effectively accusing you of 'dictating', and the request for 'patience' in the circumstances is absurd. There are some very simple solutions to the problem being discussed, yet TSB are not adopting any of them, and are using a flimsy excuse of "procedure".

As for £500 being "grossly high", the TSB compensation thread indicates that several people got £150 or so simply for submitting a complaint, although there is apparently wide variability in what people are getting for similar kinds of problems.

If £150 is what someone gets for not being able to log on and make a single transaction on one occasion, then £500 is insultingly low for all the hassle you've been through.

Good luck, and keep on fighting. You really deserve to be treated much better than you have been - by both TSB and FOS.