When Banks don't Act on FOS Findings

Cotta

eskbanker wrote: »

Now that the case has been referred to an ombudsman, it makes no sense to me for TSB and the adjudicator to be continuing any sort of dialogue about it, and I can't believe that doing so would affect the ombudsman's ultimate ruling, so this once again just comes across as the adjudicator running scared of her conduct being scrutinised.

Have you been given the chance to brief the ombudsman with your thoughts on the matter yet?

No discussion at all with the Ombudsman as of yet.

masonic

eskbanker wrote: »

once again just comes across as the adjudicator running scared of her conduct being scrutinised.

I'm actually getting concerned about her mental state. Presenting Cotta with the choice to withdraw the complaint and get nothing vs. continue the complaint, is the least tempting offer yet, and continually ruminating about this case must be having an impact on her work elsewhere.

Perhaps if she gets fired from the FOS for incompetence, she has a new job lined up with her colleagues in the complaints dept of TSB.

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!