When can you refer to FOS?

movingon

Hi, I had a complaint in May against TSB about my credit card, and although I kept receiving "Bear With US" letters, I had no further responses, so went to FOS and my complaint was upheld and compensation offered. I received a payment from TSB straight into my bank account, but no letter was received to reiterate what had gone wrong and how they were going to put it right.

Whilst the complaint was supposedly on their desk, I had not used the credit card because of the issues, but by October had a little credit on it due to cashback, so thought I would just use it and see what happened. The same problem arose, so I raised another complaint, and received an auto email back saying the complaint had been received and they would be in touch.

To be honest I then forgot about it, thinking that they are busy etc and I would have to wait a while. I went on the website yesterday to check the complaint procedure, to find a message saying that some people had not received their "Bear With Us letters" with a reference number on after submitting complaints, so would have to resubmit them online.

So my question is (acknowledging I should have queried non receipt of letter in the post before now):
Does my 8 week wait peroid start from now, or from four weeks ago?
Or, shall I just get back in touch with FOS as it is an extension of the original complaint??
Thank you

masonic

TSB has stated that it will allow customers to take their complaints forward to the FOS without waiting the usual 8 weeks. But if you've already made essentially the same complaint and had it upheld by the FOS, what was the decision you received and did it include having your account back in working order or just compensation?

movingon

Just compensation, with no accompanying apology, explanation or offer to ensure the problem did not reoccur. I did not realise the problem had reoccured until I came to use the card after the compo was paid in.