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MSE Resolver Tool. Can I add new info before sending the case to the Ombudsman?

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I am currently in the middle of a case against Halifax to reclaim packaged bank charges. Since I made the official resolver complaint new information has been discovered which significantly helps me.

Halifax are aware of this new information but I am worried that I won't be able to pass this information to the banking ombudsman if I decide to reject Halifax's offer.
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Comments

  • -taff
    -taff Posts: 15,321 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    You can add what you like to any complaint, but if Halifax have upheld your complaint, because you say they have offered you something, then I'm not seeing wy you would refer it to the ombudsman.
    Non me fac calcitrare tuum culi
  • [Deleted User]
    [Deleted User] Posts: 26,612 Forumite
    Eighth Anniversary 10,000 Posts Name Dropper Photogenic
    Far more detail required for a considered opinion...
  • -taff wrote: »
    You can add what you like to any complaint, but if Halifax have upheld your complaint, because you say they have offered you something, then I'm not seeing wy you would refer it to the ombudsman.

    They haven't offered me anything yet. They have said that due to the new information they need to investigate further. Also if they don't offer me every penny I am owed I am taking it to the ombudsman. I won't be negotiating a figure.
  • [Deleted User]
    [Deleted User] Posts: 35,242 Forumite
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    karljt2013 wrote: »
    I won't be negotiating a figure.

    That's correct. Redress is defined based on what you paid. There's no negotiation.
  • [Deleted User]
    [Deleted User] Posts: 26,612 Forumite
    Eighth Anniversary 10,000 Posts Name Dropper Photogenic
    karljt2013 wrote: »
    They haven't offered me anything yet. They have said that due to the new information they need to investigate further.
    What is this "new information"? How has it come to light and how do you think it significantly aids your complaint? Why would you not be able to impart this to the Ombudsman?
    karljt2013 wrote: »
    if they don't offer me every penny I am owed I am taking it to the ombudsman. I won't be negotiating a figure.
    Understand that you are not "owed" anything as yet.
    You are making a complaint that you were mis-sold a packaged account, I assume because you did not need or use any of the account's features. If the Bank agree you were mis-sold they'll refund your account charges with interest. There is no "negotiation" and no point going to the Ombudsman unless the Bank reject your complaint.
  • Using the resolver tool, after you have escalated to the Ombudsman, should I receive some form of notification from the Ombudsman through the post? If so, does anyone know how long it takes? I escalated something at the end of January and have heard nothing since. Just wondering if that was the norm.
  • [Deleted User]
    [Deleted User] Posts: 26,612 Forumite
    Eighth Anniversary 10,000 Posts Name Dropper Photogenic
    halfman73 wrote: »
    Using the resolver tool, after you have escalated to the Ombudsman, should I receive some form of notification from the Ombudsman through the post?
    Did you "escalate" the complaint due to receiving no response?

    To me, additionally no response from the Ombudsman would indicate a problem with third-party Resolver.

    Make your complaint directly..
  • Nasqueron
    Nasqueron Posts: 10,620 Forumite
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    halfman73 wrote: »
    Using the resolver tool, after you have escalated to the Ombudsman, should I receive some form of notification from the Ombudsman through the post? If so, does anyone know how long it takes? I escalated something at the end of January and have heard nothing since. Just wondering if that was the norm.


    I didn't use a third party tool that harvests data to make a complaint via the FOS, I just did it directly on their website. I received an email from the case handler a couple of days later. I would suggest you contact the FOS directly and complain about things directly next time to avoid having the problems of a third party trying to pass on data and using your anonymised date to make money.

    Sam Vimes' Boots Theory of Socioeconomic Unfairness: 

    People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.

  • Bermonia
    Bermonia Posts: 977 Forumite
    500 Posts
    Resolver is renowned for issues receiving responses... as you have used Resolver then FOS will presume you want all correspondence via that service. Log back in to your resolver complaint and see what responses you’ve had.

    If none go direct.
  • Thanks folks. I'll go direct to FOS.
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