Halifax Online Complaints

YorkshireBoy

keef-WhatStandards wrote: »

"If however we are not able to do this, we will write to you within five working days to give you an
update and let you know when you can expect a full response."

is what it says in what they sent me, so perhaps they have two different letters?

Anyway I think I have waited long enough for one made six months ago. The other is a couple of months old, so they may still "have time".

Maybe the reason they're not responding now is because it's with the Ombudsman? You have referred to the Ombudsman?...being as it's been way more than 8 weeks?

keef-WhatStandards

Like I say: two complaints; one of which is only just 8 weeks old, so ......

colsten

keef-WhatStandards wrote: »

"If however we are not able to do this, we will write to you within five working days to give you an
update and let you know when you can expect a full response."

is what it says in what they sent me, so perhaps they have two different letters?

Anyway I think I have waited long enough for one made six months ago. The other is a couple of months old, so they may still "have time".

Are you sure you have raised a formal complaint? If you have a complaint ref number and it's more than 8 weeks since your complaint, without a final answer from Halifax, you can take your complaint to the FOS.

keef-WhatStandards wrote: »

.... given that the Ombudsman Service is really pants at the moment? It seems like FOS are at breaking point with the number of complaints they are handling.

What evidence do you have for these statements?

keef-WhatStandards

No, I am not sure. I got an email back, so I assume I did. Perhaps Halifax sent me the emails in error?

The emails don't give ref. numbers. Something they should do really, but why make it easy for themselves or more importantly their customers?

The evidence I have is the latest email from FOS. Would you like to see the text from it?

colsten

I think it would be a good starting point to establish whether you have any formal complaint(s) open with Halifax, and if so, where in the complaints process you are.

Regarding the email(s) you have from the FOS: I doubt they say "we are really pants" or "we are at breaking point", but feel free to prove me wrong.

keef-WhatStandards

Difficult when Halifax don't respond to enquiries.

Of course they don't say that. Can't anyone express an opinion on here without you taking it literally?

What is everyone elses conclusion to this? :-

"Thanks for submitting your complaint form to the Financial Ombudsman
Service.

We’re seeing a high number of people bringing complaints to us at the
moment, and unfortunately it’s taking us longer than usual to let you
know that your complaint has been received and allocated to a case
handler. We appreciate your patience and are doing everything we can to
get an answer on your case as soon as possible. If you’re facing
financial hardship or ill health – please get in touch on 0800 023 4567."

colsten

It makes them neither 'pants' nor are they 'at breaking point' if the FOS are having a high volume of complaints to process, and if they are prioritising complaints from those facing hardship or ill health.

To figure out whether you have active complaints with Halifax, you could always call them, or make an appointment in a Branch.

born_again

I would say that they have not lodged these as complaints, or they have resolved them. Could be the way you have worded them. Especially as one is over 6 months old.
If it is something that is their procedure, then it is going to be closed as there is nothing they can do to change it. As they have not made any error.
Also I would fully expect a branch to see any open or closed complaints. As they access exactly the same system as the rest of the staff. Or they could make things worse.
Why not ring Halifax and have a word with them. 0800 072 9779

Maybe you selected FEEDBACK on the form.

jonesMUFCforever

keef- have you signed up for paperless correspondence by any chance?
Have you checked your inbox in Internet banking for the 'lost' letters ?

keef-WhatStandards

Good point about paperless correspondence, but as I have emailed them and spoken to staff in branch I would have thought they would have picked up on this.

If I had selected FEDBACK would I have gotten the same "thank you for your complaint" letters?

My understanding is that complaints are dealt with on a different system (Lloyds bank) rather than the Halifax local system, but I could be wrong. Certainly complaints staff have Lloyds bank emails rather than the Halifax ones of branch staff. Does seem crazy though. You would have thought customers could look up their complaints as part of internet banking as these are meant to be online.