When Banks don't Act on FOS Findings

Cotta

eskbanker wrote: »

I'd suggest saying that you agree that the issues do need to be resolved as a matter of urgency but that until they are it's pointless to come up with a figure, as the inconvenience and hassle are ongoing (with the meter still running)!

Without trawling back through the entire thread, my recollection is that the £500 covered the problems you'd experienced up to August, but there has obviously been plenty more disruption and grief since then, which is what the next figure is (independently) intended to address....

Yes the decision was made around 15th of August, the £500 covered up until end of July as that was as far as the investigation covered.

Cotta

Another wasted session with a TSB contractor working of their laptop at home unable to resolve the issue and wishing to go through more troubleshooting on Monday.

Edit - I sense TSB are blaming me for this issue as they're unable to resolve it.

YorkshireBoy

Cotta wrote: »

Further to my earlier email today please do think over the weekend of a suitable settlement figure for the following eventualities:

1. TSB resolve your issue today and you're able to bank as normal.

2. TSB are unable to resolve your issues today and we require them to close your account and issue a cheque.

Please take into consideration the following:

a) Time you have spent on this issue.
b) Repercussions of being locked out of your account and debit cards etc going astray.
c) Lost interest both past and future (if point 1 above happens)

Is the above a copy and paste or have you re-typed it?

Reason I ask is that point (c) relates to eventuality (2)...doesn't it?

YorkshireBoy

Cotta wrote: »

What is reasonable to ask?

Would you say your distress and inconvenience, and any out of pocket expenses incurred, over the last 4 months has been more or less or the same as the 4 months which preceded the £500 payment?

If the same then another £500 (if they can close it out)
If more, how much more?...twice as much = £1K
If less, how much less?...1/2 as much = £250

You get the picture?

I've followed the thread, but not too closely, and I think you'd be in the 2nd scenario...agreed?

Cotta

YorkshireBoy wrote: »

Would you say your distress and inconvenience, and any out of pocket expenses incurred, over the last 4 months has been more or less or the same as the 4 months which preceded the £500 payment?

If the same then another £500 (if they can close it out)
If more, how much more?...twice as much = £1K
If less, how much less?...1/2 as much = £250

You get the picture?

I've followed the thread, but not too closely, and I think you'd be in the 2nd scenario...agreed?

The first point is an adjudicator error but I knew what she meant.

On the second point every indicator from FOS is that this will not reach £500. Whilst the effort to resolve the issue has been much more significant that first time around but I'm realistic too.

masonic

Cotta wrote: »

On the second point every indicator from FOS is that this will not reach £500. Whilst the effort to resolve the issue has been much more significant that first time around but I'm realistic too.

I know I keep mentioning it, but the Adjudicator's manager thought £500 was "quite low". Therefore after lots more frustration and inconvenience, how could a total of £1000 be impossibly high?

Cotta

masonic wrote: »

I know I keep mentioning it, but the Adjudicator's manager thought £500 was "quite low". Therefore after lots more frustration and inconvenience, how could a total of £1000 be impossibly high?

Ask for another £500?

YorkshireBoy

Cotta wrote: »

The first point is an adjudicator error but I knew what she meant.

I'd expect something more professional from someone mid-way up the FOS foodchain. After all, we're not talking front line call-handling staff here are we? I'm not up on the latest FOS policies, but at this point the case would have been chargeable to TSB wouldn't it?...and that's another circa £550(?) on top of whatever you're awarded.

masonic

Cotta wrote: »

Ask for another £500?

Well I wouldn't settle for less than that, given everything that's happened.

masonic

YorkshireBoy wrote: »

I'd expect something more professional from someone mid-way up the FOS foodchain.

Every indication is this Adjudicator is very inexperienced. Possibly drafted in to deal specifically with the TSB workload.