Bank not advising of my rights to contact Financial Ombudsman Service following making a complaint

Thrugelmir

JohnSmith999 said:

Mab3000 - Online banking was how the payments were made.

How did your friend obtain access? 

jonesMUFCforever

Thrugelmir said:

JohnSmith999 said:

Mab3000 - Online banking was how the payments were made.

How did your friend obtain access? 

I think he meant HE did the transactions online himself to the friend - ie there was no fraud at the time of the transfers. It was only when the friend had gone abroad that the OP felt he had been duped.

born_again

JohnSmith999 said:

 I'm not saying they should keep an eye on every transaction, but if large amounts are being transferred over time from one account to another, that should flag something?

 

Banks had security systems long before 2011.

Can we take it that these were bank transfers? If so how were they made, phone, internet & in branch?
I can see no way that you will get any of this money back via the bank, even if you did not make the payments due to the time frame.
As far as card payments go, then anything over 13 months is down to the account holder. Even if it is fraud. As FOS deem that the account holder has a responsibility to monitor their accounts and report in a timely manner. Which is why you get a annual statement.

mab3000

I’m sorry but I fail to see how you believe the bank is at fault for the basis of the original complaint. You made the transfers by online banking, an automated service, on different days, to the same account, not for unusual or significant amounts compared to the vast majority of transactions that happen every day, that I believe most bank fraud systems wouldn’t flag up as suspicious unless it’s very unusual activity for the account. Even if the bank did refer the payments for security checks and wanted to speak to you about the payments , do you honestly think if at the time the bank did start asking you questions about the transactions, it would have made you stop and think about wether you should really be making this payment or not? You believed you were paying money to a friend you trusted for a business venture. If you had doubt about it at the time, why would you have made the payment?

It sounds like the bank may not have followed the correct process about handling the complaint at the beginning, but using this to try and get back the money you lost isn’t going to get you anywhere. 

JohnSmith999

jonesMUFCforever said:

Thrugelmir said:

JohnSmith999 said:

Mab3000 - Online banking was how the payments were made.

How did your friend obtain access? 

I think he meant HE did the transactions online himself to the friend - ie there was no fraud at the time of the transfers. It was only when the friend had gone abroad that the OP felt he had been duped.

This is the case. I see myself back from that time and I don't recognise myself, as I was going through a hell of a time, and this individual took severe advantage.

mab3000 said:

Even if the bank did refer the payments for security checks and wanted to speak to you about the payments , do you honestly think if at the time the bank did start asking you questions about the transactions, it would have made you stop and think about wether you should really be making this payment or not? You believed you were paying money to a friend you trusted for a business venture. If you had doubt about it at the time, why would you have made the payment?

It sounds like the bank may not have followed the correct process about handling the complaint at the beginning, but using this to try and get back the money you lost isn’t going to get you anywhere. 

We cannot speculate what I may or may not have done, without that information. However, the fact is that the bank know it's a complaint and didn't refer me to take it up with the FOS within 6 months, as they didn't mention them. THAT is one thing we know is a fact.

mab3000

JohnSmith999 said:

We cannot speculate what I may or may not have done, without that information. However, the fact is that the bank know it's a complaint and didn't refer me to take it up with the FOS within 6 months, as they didn't mention them. THAT is one thing we know is a fact.

Even if they did inform you that you could take your complaint to the FOS at the time, it would have got you no further at the time than where you are now with this. 

Take this further if you want to, as others have said you may be offered some form of compensation as a result of their mistake about following the complaints process. But highly unlikely the bank is going to be held liable for the original basis of the complaint, the transactions. 

elsien

JohnSmith999 said:

jonesMUFCforever said:

Thrugelmir said:

JohnSmith999 said:

Mab3000 - Online banking was how the payments were made.

How did your friend obtain access? 

I think he meant HE did the transactions online himself to the friend - ie there was no fraud at the time of the transfers. It was only when the friend had gone abroad that the OP felt he had been duped.

This is the case. I see myself back from that time and I don't recognise myself, as I was going through a hell of a time, and this individual took severe advantage.

mab3000 said:

Even if the bank did refer the payments for security checks and wanted to speak to you about the payments , do you honestly think if at the time the bank did start asking you questions about the transactions, it would have made you stop and think about wether you should really be making this payment or not? You believed you were paying money to a friend you trusted for a business venture. If you had doubt about it at the time, why would you have made the payment?

It sounds like the bank may not have followed the correct process about handling the complaint at the beginning, but using this to try and get back the money you lost isn’t going to get you anywhere. 

We cannot speculate what I may or may not have done, without that information. However, the fact is that the bank know it's a complaint and didn't refer me to take it up with the FOS within 6 months, as they didn't mention them. THAT is one thing we know is a fact.

That's not the bank's problem though, is it?

jonesMUFCforever

JohnSmith999 - very interesting! Did you inform the bank that you had ''issues'' at the time - yes/no?
I suspect you did not so how were they supposed to know? Works both ways?

JohnSmith999

jonesMUFCforever said:

JohnSmith999 - very interesting! Did you inform the bank that you had ''issues'' at the time - yes/no?
I suspect you did not so how were they supposed to know? Works both ways?

If I did, would you expect a bank to care?

colsten

JohnSmith999 said:

jonesMUFCforever said:

JohnSmith999 - very interesting! Did you inform the bank that you had ''issues'' at the time - yes/no?
I suspect you did not so how were they supposed to know? Works both ways?

If I did, would you expect a bank to care?

Did you inform them? 

If no, why didn't you?

If yes, how did they react? And if they didn't react as you expected, what did you do about it, when and how? 

We need the full story to make meaningful comments. Although I doubt we will get all the relevant details as the bank won't be posting on MSE, not least because they would be prevented by data protection regulations from revealing personal information .