Barclays ISA transfer taking 5 months?!

eskbanker

daisydook said:

Thanks for your reply.  The bank made have made a complaint on my behalf last week, I have a reference number, but have been told today that there is a backlog of 8 weeks for them to even look at the email.

The FCA regulations essentially give institutions eight weeks to resolve complaints, after which you can escalate to the Financial Ombudsman Service, so maybe that's where the reference to that timescale comes from?

https://www.barclays.co.uk/help/making-a-complaint/what-happens-after-ive-made-a-complaint-/

However, if time is of the essence and Barclays' failure to transfer funds is leaving you in hardship (not being able to pay rent is pretty serious), then it may be worth phoning FOS to ask them to intervene without having to wait any longer.

https://www.financial-ombudsman.org.uk/contact-us

daisydook

Thank you, I'll go and have a read of the information. 
I honest can't believe the banks are allowed to string you along like this, they're not so understanding when the boots on the other foot and they're handing out late payment charges.  It's just frustrating that you can't actually talk to anyone who can do anything useful and the poor staff in the branch or on the phone lines get the brunt of people complaining when in reality they can't do anything to resolve your problem as it's 'the ISA team' who are replying. 
Terrible service from Barclays which as far as I can see will only deal with complaints by snail mail.
Argghhhh!

daisydook

OK just wanted to update you - Barclays complaints department finally rang me, took two weeks, and was surprised to find that the money still wasn't in my account, she went through everything and followed the trail of emails and end result she arranged for the money to be transferred the next day - her findings were that the email authorising the payment had simply been missed by the team 
Took six weeks but finally sorted.
Thanks for the help and advise.