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When Banks don't Act on FOS Findings
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Wow, she's really running scared now!
I suggest: please continue your efforts to get TSB to respect your decision but for the avoidance of doubt I do still wish to discuss this with a manager.
Edit: to me her belated attempts to pacify you by 'convincing' TSB not just to pay up but to offer a bit extra are a blatant attempt to buy you off and avoid her manager getting involved. Personally I think this is her digging herself into an even deeper hole (after all she's said previously) and this strengthens the case for getting the whole thing reviewed by someone more senior, who is unlikely to be impressed with her tactics....0 -
Wow, she's really running scared now!
I suggest: please continue your efforts to get TSB to respect your decision but for the avoidance of doubt I do still wish to discuss this with a manager.
In particular the repeated reference to 'colleagues' is totally inappropriate. From the FOS website:-The Financial Ombudsman Service was set up by law as an independent public body. Our job is to resolve individual disputes between consumers and businesses - fairly, reasonably, quickly and informally. https://www.financial-ombudsman.org.uk/about/aims.htm
The FOS cannot be seen to be 'independent', let alone 'fair', if they correspond with a complainant referring to the other side as "colleagues". Whether that term is corporate policy, or if it is just the adjudicator's own approach, it is something you ought to be challenging.
(and I think you will probably find it quite rewarding to do so)
"In the future, everyone will be rich for 15 minutes"0 -
The repeated references to 'colleagues' have grated with me too, but realistically I think that merits its final place on my 'off the cuff' list of things to complain about rather than being seen as of primary significance.
Sure, it suggests a lack of impartiality that FOS would struggle to defend and may even be symptomatic of the adjudicator's apparent lack of enthusiasm for pursuing TSB, but ultimately it's those actions that should be measured rather than something which may have contributed to them!0 -
OP, to my mind you insist on a call from the manager and then simply point out that the adjudicator appears to need more training.
Wasnt this something pointed out on the radio/tele some time ago ?0 -
Hopefully if you stick to your guns, she'll actually get some proper retraining and the next poor person won't have to go through this whole palaver.
She says she'll try to get them to pay extra because of their delay, forgetting that (1) only four days ago did she tell you repeatedly and rather rudely that you would not be getting more because of the delay and (2) she seems to have had rather a lot of trouble trying to get TSB to comply with her decisions, so where's the reassurance that she'll be able to get them to pay any extra?Debt Totals July 2019::
[STRIKE]£350 Natwest Credit Card [/STRIKE]/ ]Now £0 (paid off and closed 04/2017) £15,500 postgrad loan from parents/ Now £7,000 £5,000 sister loan/ Now £0[STRIKE]£500 train ticket loan from parents [/STRIKE]/ Now £0 (paid off 16/02/18)[STRIKE]£2,000 Overdraft[/STRIKE] Now £0 (paid off 09/03/18) £1,967.83 Barclays 0% card Now £0 Total £7,0000 -
The below has annoyed me a little:
Dear Mr. Cotta,
Having spoken to TSB they don't feel they should pay extra for the delay and on reflection I agree with them as we are not in the business of punishing companies. Your option now is to go to the Ombudsman.
In light of what I've said above can I cancel the call from the Manager? They will not be reviewing the merits of the case in any eventuality.
Please respond by 14th February.
Regards
FOS0 -
Wait, did you ask her to go back and ask for more money? It seems like she's just sabotaged your compensation. I would be clarifying that the call with the manager was to discuss her conduct on the case and that it should go ahead ASAP.0
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Wait, did you ask her to go back and ask for more money? It seems like she's just sabotaged your compensation. I would be clarifying that the call with the manager was to discuss her conduct on the case and that it should go ahead ASAP.
I didn't ask for compensation just to speak to a Manager and what happens when firms ignore their deadlines?0 -
I didn't ask for compensation just to speak to a Manager and what happens when firms ignore their deadlines?
"our colleagues at TSB are willing to send across the funding"
to
"they don't feel they should pay extra for the delay and on reflection I agree with them as we are not in the business of punishing companies. Your option now is to go to the Ombudsman."
Does that mean TSB has retracted its offer to send across the funding?
I would seriously consider calling the 0800 number listed on the FOS complaints page and state that "I've made a formal complaint about the way my case is being handled, but the adjudicator has sent me an email stating she will not let me speak to a manager." edit: actually that's not what she's said, she's just said they won't review the merits of the case. So I it would be better to just clarify that the call with the manager was to discuss her conduct on the case and that it should go ahead ASAP. The manager can then confirm whether or not the unilateral actions of the adjudicator today have prejudiced your case.0 -
The below has annoyed me a little:In light of what I've said above can I cancel the call from the Manager? They will not be reviewing the merits of the case in any eventuality.
It is almost like they are trying to discourage you from speaking to the manager to persue your complaint. That includes the presumption they should "cancel the call" rather than asking you what you want to do.
In my view you need to insist on speaking to the manager."In the future, everyone will be rich for 15 minutes"0
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