PPI complaint referred to ombudsman but bank refuse to respond as 6 months have lapsed

skidr0w

Hi, many thanks for reading.  I referred a PPI complaint to the ombudsman for Intelligent Finance for a product that had PPI.  The bank have now responded via the ombudsman saying that 6 months have lapsed however in this case I am well within the 6 month timeline.  What has happened is that the bank responded in some form in 2018 which was not pursued.

Only now the bank refuse to talk to the ombudsman because of this letter in 2018. However the complaint that was opened via resolver by myself in the last 6 months was on behalf of a family member in their name. with them present and with their permission.  The bank did phone them and discuss the case as part of the investigation around 4 months ago and then sent them a final response letter.

My question is, Can my family member pursue this case with the ombudsman?  If the bank say they sent a final response letter in 2018 without going to ombudsman, but again sent a final response letter in 2019 after a seperate claim can they take it further?  or is this the end of the road?

Many Thanks

[Deleted User]

The 6 months is specific to the complaint.  So if the more recent complaint was for a different policy, you're still within time.

If it was a second complaint for the same policy, then you're timed out.

SonOf

Only now the bank refuse to talk to the ombudsman because of this letter in 2018. However the complaint that was opened via resolver by myself in the last 6 months was on behalf of a family member in their name.
It is the date of the first complaint that matters.  Not any attempt to reopen it and try to submit it again.

he bank did phone them and discuss the case as part of the investigation around 4 months ago and then sent them a final response letter.
And what did it say about access to the FOS on that letter?   It is a requirement to state on the letter if they are going to allow access to the FOS or not.

 If the bank say they sent a final response letter in 2018 without going to ombudsman, but again sent a final response letter in 2019 after a seperate claim can they take it further?
This is confusing.  So, you need to clarify.
Was the 2018 complaint on the same PPI as the second attempt in 2019?

skidr0w

Many thanks for your help.

I have clarified some items now and I am in a clearer position to respond.
thanks

[Deleted User]

skidr0w said:

I have clarified some items now and I am in a clearer position to respond.

Respond to whom? 

The Bank or this forum? 

Was the 2018 complaint about  the same PPI as the second attempt in 2019? 

This is key.