Timescales between initial FoS decision and a final ombudsman decision

NJH7_3

Hi - I have a few complaints where the lender has asked for a final decision after an initial decision has been upheld. What timescales are people seeing between this initial decision and a final one please? 

[Deleted User]

Different cases take different lengths of time, I wouldn't judge anything based on what other people have had, whether months or weeks

born_again

How long is a bit of string.. The more complicated the case the longer it might take. 

TBH. If you have had a "few complaints" where the bank has asked for a Final Decision, you should have a good idea yourself.

NJH7_3

@Deleted_User @born_again - I am aware you don't have answers and you only have your viewpoint to this query, but there is a tone of you both feeling the need for seemingly smart comments and quotes.

There was me thinking this was a community for helpful views.

born_again

NJH7_3 said:

@Deleted_User @born_again - I am aware you don't have answers and you only have your viewpoint to this query, but there is a tone of you both feeling the need for seemingly smart comments and quotes.

There was me thinking this was a community for helpful views.

What smart comments?

Even if someone has had the same issue, any timeframe given is at best a guide. Perhaps it would be better to ask FOS as they will know their workload. All I know on that is they are struggling to deal with all the cases.

[Deleted User]

NJH7_3 said:

@Deleted_User @born_again - I am aware you don't have answers and you only have your viewpoint to this query, but there is a tone of you both feeling the need for seemingly smart comments and quotes.

There was me thinking this was a community for helpful views.

Actually, I looked up the FOS quarterly report for you, even downloaded the raw data on the off-chance they reported time frames so that I could give you accurate data, but they don't report this. All I can see is in the Q1 of 2021 they had 8467 complaints sent to the ombudsman (as a comparison, they received 78729 new complaints). In all of 2020 they got 278,033 new complaints and resolved 247,916 so you can see their workload is still increasing.

As such, the only advice is as I stated - they take as long as they need to investigate and what someone else experienced will have no bearing on how long (or short) your case is with the Ombudsman as each case is different.

Being given advice you don't like doesn't mean it's not correct and unhelpful. 

Sandtree

It in part depends on the subject, how much additional information the more senior staff member wants etc...

For my one case that I escalated to an ombudsman (rather than the investigator/adjudicator that does the initial decision) it was about 9 months between the adjudicators decision and the ombudsman 

NJH7_3

Sandtree said:

It in part depends on the subject, how much additional information the more senior staff member wants etc...

For my one case that I escalated to an ombudsman (rather than the investigator/adjudicator that does the initial decision) it was about 9 months between the adjudicators decision and the ombudsman 

How did you escalate to an Ombudsman and what information to you use to support the escalation please?

[Deleted User]

NJH7_3 said:

Sandtree said:

It in part depends on the subject, how much additional information the more senior staff member wants etc...

For my one case that I escalated to an ombudsman (rather than the investigator/adjudicator that does the initial decision) it was about 9 months between the adjudicators decision and the ombudsman 

How did you escalate to an Ombudsman and what information to you use to support the escalation please?

The exact same process the banks use - the adjudicator gives a decision, then you are given the option to appeal to the Ombudsman if you disagree (though they only overturn about 10% of cases, usually on a technicality that the adjudicator may not know about) - which at least is something in your favour if the bank appealed

Sandtree

NJH7_3 said:

Sandtree said:

It in part depends on the subject, how much additional information the more senior staff member wants etc...

For my one case that I escalated to an ombudsman (rather than the investigator/adjudicator that does the initial decision) it was about 9 months between the adjudicators decision and the ombudsman 

How did you escalate to an Ombudsman and what information to you use to support the escalation please?

When the adjudicator/investigator (not sure what the different titles signify if anything) makes their decision both you and the financial institute are asked if you agree. If you don't you are asked to write the grounds on which you disagree and to provide any supporting evidence. Its then a waiting game.