Help decipher my confusion!

Paper_&_Metal

Hi I will attempt to keep this explanation simple!

I received this email from the Ombudsman with a totally different Resolver number relating to NewDay after submitting a complaint via Resolver to Bank Of Scotland only on 8th July so too early still to escalate to Ombudsman. I do also have cases with both Aqua and Capital One which were submitted back in May / June which have been sent to the Ombudsman but still not had any response from Aqua (NewDay) and only a mixed reply from Capital One both of which I am currently waiting feedback about after responding.

So the email says -

"Your complaint about Bank of Scotland plc
Thank you for getting in touch about your payment protection insurance (PPI) complaint. The next step is for us to set up your case on our system.

I do apologise for any confusion, however you sent us your complaint through our resolver service on 10 June 2019, which stated that you wanted to set up a complaint against NewDay but then sent us a final response letter from Capital One.

I have attached your NewDay questionnaire that you completed to this email.

What you need to do

I have enclosed a PPI questionnaire for you to complete relating to your complaint against Capital One. Please complete this questionnaire. If you need any help please call us.

Remember to sign the document. Then send it back with any supporting information. Make sure you send it to us as soon as possible or you could lose your right to complain.

What happens next

Once we receive your documents, we will write to you to let you know we’ve set up your case."


I am totally baffled and hoped someone can decipher what they mean please before I reply to their email.

Sorry for the long post.
Thanks

[Deleted User]

I'd say this was a good reason not to use Resolver.

Only you know which case(s) you have sent to the Ombudsman.

Has your most recent complaint been forwarded to the Ombudsman in error I wonder?

Paper_&_Metal

Thanks for reply. I am beginning to wonder but the most recent case with Bank Of Scotland is actually in relation to the equivalent of PPI on an old mortgage we had in the past and not a credit card.

I chose to use Resolver because no other reclaim company would assist me due to a DRO I had many years ago. After much searching I discovered I am 'safe' to apply to look into PPI refunds and Resolver could assist. I was going to attempt to do it myself but as the years have passed and the deadline looming and a company who would help I decided to give Resolver a try.

[Deleted User]

Paper_&_Metal wrote: »

I was going to attempt to do it myself but as the years have passed and the deadline looming and a company who would help I decided to give Resolver a try.

Resolver is just an E-Mail template you understand? No one from Resolver is going to "assist" your complaint and the option to refer the complaint to the Ombudsman is just an E-mail reminder after a set period of time. All you have done is introduce an unnecessary third party..

It also looks as if, though you are "safe" to complain about PPI, you haven't so far had any success. Why did the Banks deny your complaint(s)?

-taff

The Ombudsman has no record of any complaints you make to any company unless you send it to them. Your email about new day has obviously been sent with your BOS complaint together. they are naturally confused.
You can write back and explain you have mistakenly included the new day stuff and ask them to concentrate on the BOS one, or whichever way roun you want to do it.