When Banks don't Act on FOS Findings

masonic

eskbanker wrote: »

Not sure if it's what you have in mind but to me this involves following the process outlined in https://www.financial-ombudsman.org.uk/about/complaints-about-our-service.htm

Yes, I'm not sure if something has changed as I recall there previously being a complaints email address that could be used to kick off the complaints process (I think I posted it earlier in the thread - edit: here). That doesn't seem to be there any more and there seems to be a clear steer towards the person handling the case first, then their manager.

eskbanker

masonic wrote: »

Yes, I'm not sure if something has changed as I recall there previously being a complaints email address that could be used to kick off the complaints process (I think I posted it earlier in the thread - edit: here). That doesn't seem to be there any more and there seems to be a clear steer towards the person handling the case first, then their manager.

I actually quite like the process as it's defined now, as it won't do any harm for the adjudicator to know first hand that Cotta has had enough of her evasive and unhelpful attitude, while also bringing the manager into play and then ultimately an independent assessor, all the while retaining the option of ombudsman referral as a backstop (a word that may induce some shuddering for Cotta as an NI resident if I recall correctly!).

Cotta

Yes the word backstop makes me shudder..

Is there any value in complaining to TSB about the delay as per FOS?

masonic

Cotta wrote: »

Yes the word backstop makes me shudder..

Is there any value in complaining to TSB about the delay as per FOS?

I don't think it will help matters. As you know I complained to the FOS about TSB and got awarded compensation that TSB did pay. Shortly thereafter I had a different problem so complained again. I have been getting holding letters every 4 weeks for about 6 months since then. In the meantime my problem resolved itself.

Cotta

masonic wrote: »

I don't think it will help matters. As you know I complained to the FOS about TSB and got awarded compensation that TSB did pay. Shortly thereafter I had a different problem so complained again. I have been getting holding letters every 4 weeks for about 6 months since then. In the meantime my problem resolved itself.

Yes the adjudicator did say a future complaint to TSB would default back to them, however I might take this approach as a backstop (thanks Eskbanker).

My main approach will be a complaint about the current logjam with FOS to FOS, should this be made through the same avenue that a complaint about a business would be made?

masonic

Cotta wrote: »

My main approach will be a complaint about the current logjam with FOS to FOS, should this be made through the same avenue that a complaint about a business would be made?

It should be made by the process outlined by eskbanker:

eskbanker wrote: »

To my mind step 1 would be Cotta telling the adjudicator that he's initiating the published FOS complaint process, stating that he's not happy with either of the options she's advising and that he feels that she should continue to pursue TSB to accept or reject her decision, within a stated reasonable timescale.

Cotta

masonic wrote: »

It should be made by the process outlined by eskbanker:

According to FOS I should contact a Manager but there are no directions on how to contact a Manager.

If you don’t feel the problem has been sorted out, you can speak to one of our managers. They’ll look into your concerns about the level of service we’ve given you.

The manager you speak to will depend on what you’re unhappy about. We’ll make sure your complaint gets to someone well placed to address your concerns.

They’ll reply to your complaint within 15 working days. If they need more time, they’ll let you know and explain why.

The manager won’t look again at the outcome of your case, but they will try and put things right where possible. And they’ll let you know that if you’re still unhappy, you can contact the independent assessor – Ms Amerdeep Somal.

masonic

Cotta wrote: »

According to FOS I should contact a Manager but there are no directions on how to contact a Manager.

If you don’t feel the problem has been sorted out, you can speak to one of our managers. They’ll look into your concerns about the level of service we’ve given you.

The manager you speak to will depend on what you’re unhappy about. We’ll make sure your complaint gets to someone well placed to address your concerns.

They’ll reply to your complaint within 15 working days. If they need more time, they’ll let you know and explain why.

The manager won’t look again at the outcome of your case, but they will try and put things right where possible. And they’ll let you know that if you’re still unhappy, you can contact the independent assessor – Ms Amerdeep Somal.

The process is to initiate the complaint through the adjudicator. If the adjudicator won't listen to your complaint, then there is an 0800 number for you to call, but this shouldn't be necessary as the adjudicator should refer your complaint to the appropriate manager if she can't resolve your complaint.

Cotta

I sent the following this morning:


Dear X

Thank you for your help on this case.

Whilst I appreciate the work you have done I feel as per FOS procedures the correct action now is to refer this to a Manager rather than an Ombudsman for review.

Regards
Cotta

Silver_Queen

Cotta wrote: »

I sent the following this morning:


Dear X

Thank you for your help on this case.

Whilst I appreciate the work you have done I feel as per FOS procedures the correct action now is to refer this to a Manager rather than an Ombudsman for review.

Regards
Cotta

I'm a bit confused by your response here. Surely there are now two separate issues rather than one:

1. The original complaint against TSB which should be referred to the ombudsman if the TBS continue to do nothing
2. The complaint against the FOS for the poor handling of the above TSB complaint, which should be referred to the manager

I may be mistaken but I feel that your email muddies the waters.