When Banks don't Act on FOS Findings

Cotta

TSB have advised the Ombudsman's office that their lack of a response should have been taken as a rejection of their proposals. They have also advised that a three week window to implement address changes, issue debit cards and PIN numbers in unrealistic.

I have asked to talk to the Ombudsman's adjudicator as everything has been conveyed to me via email, however what are my options?

JuicyJesus

Cotta wrote: »

TSB have advised the Ombudsman's office that their lack of a response should have been taken as a rejection of their proposals. They have also advised that a three week window to implement address changes, issue debit cards and PIN numbers in unrealistic.

I have asked to talk to the Ombudsman's adjudicator as everything has been conveyed to me via email, however what are my options?

If TSB are asking for an ombudsman's final decision (which is what it sounds like) you don't particularly have any options other than waiting for that to happen sadly; they have a right to ask for this if they're not happy with an adjudicator's view as much as you do.

Their behaviour is terrible though. They can't expect silence to be taken as a rejection.

masonic

Cotta wrote: »

TSB have advised the Ombudsman's office that their lack of a response should have been taken as a rejection of their proposals. They have also advised that a three week window to implement address changes, issue debit cards and PIN numbers in unrealistic.

I have asked to talk to the Ombudsman's adjudicator as everything has been conveyed to me via email, however what are my options?

For the purposes of comparison, when the decision about my complaint was communicated to me I didn't respond. Several days later I received a letter telling me that TSB had advised the FOS it agreed with the decision. The letter gave me a deadline to object to the decision before it would become final (just 2-3 days IIRC).

One would imagine the same process would have been followed with TSB in your case.

Let's hope a grumpy Ombudsman is referred this case, and on reviewing it and seeing TSB's lack of respect for the FOS and its general uncooperative nature, decides to make an example of TSB.

Cotta

masonic wrote: »

For the purposes of comparison, when the decision about my complaint was communicated to me I didn't respond. Several days later I received a letter telling me that TSB had advised the FOS it agreed with the decision. The letter gave me a deadline to object to the decision before it would become final (just 2-3 days IIRC).

One would imagine the same process would have been followed with TSB in your case.

Let's hope a grumpy Ombudsman is referred this case, and on reviewing it and seeing TSB's lack of respect for the FOS and its general uncooperative nature, decides to make an example of TSB.

The adjudicator hasn't came across such a situation before, originally they thought about increasing the compensation level but that's not currently being mentioned.

OceanSound

Cotta wrote: »

That's a valid point, the adjudicator made the decision, TSB did not respond, they were given three weeks to action the points, nothing, yesterday they indicated the need for more time, today the Ombudsman was advised they will reply to her request within eight weeks.

Has TSB disagreed with the adjudicator's view?
If they have, the case will need to be passed to an Ombudsman (they are many looking at thousands of cases). He/she will confirm/reject the adjudicators view and issue a decision. I think what the previous poster (nearlyold) was asking was 'at what stage of the process are you at?'

today the Ombudsman was advised they will reply to her request within eight weeks.

It is not up to the business to tell the FOS how long it will be before they reply. The ombudsman tells the business, and the business has to comply. Same goes for the customer, if he/she is given a deadline (e.g. 2 weeks) to send in further evidence, he/she has to comply by that date. She cannot simply contact the FOS and say 'I will reply to you within 8 weeks'. (If she needs more time to send in the evidence, she has to request this and FOS has to agree to this)
Common sense really.

Cotta

Spoke to the Ombudsman's adjudicator today, TSB have advised they're inundated with recommendations from the Ombudsman and three weeks is not long enough to deal with such requests. It's now five weeks and due to the address issues and the fact that my account is giving trouble with withdrawals the adjudicator is escalating my case. On top of this she is affording TSB the opportunity to make additional levels of compensation to account for these issues.

JuicyJesus

All I can say is that I'm glad I got out of TSB last year because I thought their service was totally dire even before their systems sh4t the bed, and this doesn't make me think any more highly of them.

Cotta

JuicyJesus wrote: »

All I can say is that I'm glad I got out of TSB last year because I thought their service was totally dire even before their systems sh4t the bed, and this doesn't make me think any more highly of them.

The fact that the adjudicator is managing this to completion is unusual and the fact they are encouraging TSB to self impose further compensation payments is astounding.

xylophone

It is a poor show from TSB after all these months.

I have a couple of accounts with them but use them only as savings accounts and have had no trouble.

Cotta

Adjudicator has called to advise that TSB have indicated they're are unable to correct the issues with my account, she has escalated this with TSB citing how absurd the situation is.