When Banks don't Act on FOS Findings

Cotta

badger09 wrote: »

I know the background, but who sent the latest email?

Manager/Ombudsman.

JuicyJesus

Can we see the full decision letter when it's issued? Might stock up on popcorn in advance.

Cotta

I received a call from the adjudicator, TSB have been in touch to advise that they would be willing to offer a settlement figure of £300 to close this off today. I said that this was much too low and I would prefer to wait on the Ombudman's decision. The adjudicator kindly advised me that the Ombudsman may reject my case completely or offer less than £300, however I still feel it's a risk I am prepared to take.

eskbanker

IanManc wrote: »

As the matter is now with an Ombudsman the adjudicator should no longer be involving herself.

Her latest involvement is simply something else to add to your complaint about the FOS.

Agreed - it's perhaps worth dropping a note to the ombudsman about the adjudicator's attempted interference in the process. Even though the ombudsman indicated that she didn't wish any further contact, and this can undoubtedly be raised later on, it seems worth ensuring that she's aware at this stage of TSB's clumsy attempt to circumvent the process....

EachPenny

IanManc wrote: »

Her latest involvement is simply something else to add to your complaint about the FOS.

I agree with eskbanker - this is something to tell the ombudsman about (today) so they are aware of it as they consider the "full journey".
(I wouldn't rely on the ombudsman being aware of what the adjudicator is doing)

This constant messaging that cotta might be worse off by not accepting the offer on the table is unfair. It sounds like another aspect of the process where there is a training requirement.

masonic

Cotta wrote: »

TSB have been in touch to advise that they would be willing to offer a settlement figure of £300 to close this off today.

TSB negotiation strategy:

TSB: "We won't pay another penny"
Adjudicator: "I recommend you pay £500"
TSB: "No chance"
TSB: "Erm, maybe we will"
TSB: "Yes we will, we definitely will"
TSB: "I'm not sure why we haven't paid the £500 yet"
TSB: "We're going to pay the £500, there's no need to take to the Ombudsman"
TSB: "You took it to the Ombudsman, that was stupid, we were going to pay the £500"
TSB: "We're now willing to pay £300 to avoid an Ombudsman decision"

eskbanker

Their negotiation strategy is enough to make Theresa May's one (such as it is) look coherent and consistent! Anyone rash enough to predict which will occur first, Brexit or TSB settling up?

Cotta

In less than two weeks it'll be one fułl year since the TSB problems arose. It's been an exhausting process and I'm still not sure how it will pan out.

Cotta

I had hoped this was the Ombudsman's decision coming through but unfortunately not, i'm slightly concerned at the sudden confidence of TSB....

Dear Mr. Cotta,

Following on from our conversation yesterday TSB are refusing to increase their offer from £300 and have in fact subsequently withdrawn it. They feel that they have already been more than generous.

Also having spoken to my Manager I have been advised not to contact you further until an Ombudsman ruling has been made.

Regards
FOS

JuicyJesus

Why is tsb still talking to her and why is she still talking to tsb?

(This was in all caps but MSE removed it. Humph.)