When Banks don't Act on FOS Findings

masonic

Cotta wrote: »

I think I will make contact with the Manager but I am reluctant to as a final decision is bound to be imminent.

It's a completely separate issue, one of internal standards and discipline within the FOS. The Manager must be made aware of this continued contact. Someone who were not as strong as you, Cotta, might interpret this as bordering on harassment and attempted coercion.

HampshireH

I really don't understand why a complaint against this adjudicators conduct hasn't been lodged. Its baffling.

The 2 are 2 seperate things. If ever seen to beblinked as part of a decision you would have significant grounds to take further action. As it stand at the moment your adjudicator appears to be colluding with TSB.

Cotta

An unexpected plot twist:

Dear Mr. Cotta,

You flagged some issues to me in recent times regarding the services at FOS and in particular how my direct report X handled your case.

As I told you previously as well as being a Manager I'm also an Ombudsman and I'd like to take on your case and come to a decision, do you foresee any issues with this?

Kind Regards
FOS

HampshireH

Odd I thought it was already with the ombudsman?


Starting to wonder if this is the real FOS:rotfl:_pale_

eskbanker

Cotta wrote: »

An unexpected plot twist:

Dear Mr. Cotta,

You flagged some issues to me in recent times regarding the services at FOS and in particular how my direct report X handled your case.

As I told you previously as well as being a Manager I'm also an Ombudsman and I'd like to take on your case and come to a decision, do you foresee any issues with this?

Kind Regards
FOS

I'm confused - I thought that the manager handling your complaint about the adjudicator was a different one (and indeed a different gender!) from the adjudicator's direct line manager? Anyway, it seems to me that there's little to lose by going along with this, although my natural suspicion makes me wonder why they ask for your approval!

masonic

eskbanker wrote: »

I'm confused - I thought that the manager handling your complaint about the adjudicator was a different one (and indeed a different gender!) from the adjudicator's direct line manager? Anyway, it seems to me that there's little to lose by going along with this, although my natural suspicion makes me wonder why they ask for your approval!

Yes, unless they are operating a matrix management system something is amiss here. Both 'managers' seemed to be much more reasonable than the adjudicator though (and both supported the amount of compensation awarded, and were aware how difficult TSB were being), so while I share your curiosity as to why permission has been sought, this would probably be a positive step.

Cotta

I called the Manager/Ombudsman this morning, I am not sure everything I have been told by the adjudicator etc has been accurate. The Manager/Ombudsman reviewing the case is also the one who called TSB about the missing payment and also affording them the opportunity to make amends for missing the deadline. I'm not overly happy with how this is being handled but I have agreed to allow the Manager/Ombudsman to review my case.

On another note it seems like the adjudicator reports into several people which has also led to some confusion. Overall an utterly unsatisfactory situation.

eskbanker

Cotta wrote: »

On another note it seems like the adjudicator reports into several people

....at least one of whom would appear to be a TSB employee, if her repeated references to 'colleagues' are anything to go by!

Cotta

eskbanker wrote: »

....at least one of whom would appear to be a TSB employee, if her repeated references to 'colleagues' are anything to go by!

Surely to some extent there is a conflict of interest? The last time I spoke to the Manager they happily pursued TSB for the missed payment and even mentioned that something additional should be paid for the delay. Now they're going to make a final decision, if I was TSB I would not be happy. Having said all of that there is no guarantee that the Manager/Ombudsman will remain as favourable to me as they were in the past.

eskbanker

In your shoes I wouldn't give two hoots what TSB think of this! I know what you mean about the apparent lack of distinction between the roles of manager and ombudsman but to be honest suspect that the best thing for you to do is to let it take its course, get hold of the compensation you're due from TSB and then take stock about whether you feel any further action is necessary as a result of FOS's handling of the case....