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Ombudsman for section 75 dispute?

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anon_ymous
anon_ymous Posts: 1,997 Forumite
Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
Capital One are asking me the same questions, twice now, and I've said that if there's something wrong with what I've uploaded, please tell me what's wrong with it, and provide clarification

They instead are copying and pasting communication from before, so I've had to just reattach the information they've asked for

This is what they asked for:


1. Please provide a copy of your order confirmation or invoice showing the goods/services ordered and the total cost. If you do not have an order confirmation or invoice please provide a detailed description of the goods/services ordered. - I attached the order invoice including total cost. 

2. Please provide the independent report from the third party. - I attached an independent report from a third party company.

 Now, given that they are copying and pasting the same thing, whilst not actually doing anything, or providing me with clarification as to what's wrong with what I uploaded, I thought that I should perhaps go to the Ombudsman next. Do I just contact them using the details they give over at

Contact us (financial-ombudsman.org.uk)

?

Thanks

Comments

  • No, before going to the ombudsman you should invoke the institution's formal complaints process - a section 75 claim isn't a complaint as such, so log a complaint with Capital One advising that they're not dealing with your claim properly.  If the complaint isn't resolved adequately then at that stage you can escalate to FOS.
  • anon_ymous
    anon_ymous Posts: 1,997 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    No, before going to the ombudsman you should invoke the institution's formal complaints process - a section 75 claim isn't a complaint as such, so log a complaint with Capital One advising that they're not dealing with your claim properly.  If the complaint isn't resolved adequately then at that stage you can escalate to FOS.
    Thanks. 

    I'll do that then
  • Though keep in mind the FOS cannot force the firm to pay you back if the S75 terms are not met
  • born_again
    born_again Posts: 20,393 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    What format are you uploading in?
    Might be worth asking them what is best to use.
    We always say convert to PDF as a lot of people send file formats that may contain viruses, so they get deleted by system or files that are too big. 
    So if they are deleted, they will simply ask for the files again as they can not see them.
    Life in the slow lane
  • What format are you uploading in?
    Might be worth asking them what is best to use.
    We always say convert to PDF as a lot of people send file formats that may contain viruses, so they get deleted by system or files that are too big. 
    So if they are deleted, they will simply ask for the files again as they can not see them.
    Towards the end of their online forms they do clarify:
    • All attachments must be one of the following file types: .pdf .jpg .png .tiff

    • If your email is larger than 10MB, we might not get it. You can send multiple emails if you need to. 

  • anon_ymous
    anon_ymous Posts: 1,997 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    What format are you uploading in?
    Might be worth asking them what is best to use.
    We always say convert to PDF as a lot of people send file formats that may contain viruses, so they get deleted by system or files that are too big. 
    So if they are deleted, they will simply ask for the files again as they can not see them.
    I've sent PDFs as they said send via PDF
  • anon_ymous
    anon_ymous Posts: 1,997 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    What format are you uploading in?
    Might be worth asking them what is best to use.
    We always say convert to PDF as a lot of people send file formats that may contain viruses, so they get deleted by system or files that are too big. 
    So if they are deleted, they will simply ask for the files again as they can not see them.
    Towards the end of their online forms they do clarify:
    • All attachments must be one of the following file types: .pdf .jpg .png .tiff

    • If your email is larger than 10MB, we might not get it. You can send multiple emails if you need to. 

    Yup. I've uploaded using their accepted methods and under the size limit. 
  • anon_ymous
    anon_ymous Posts: 1,997 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Though keep in mind the FOS cannot force the firm to pay you back if the S75 terms are not met
    Sure. It's annoying however that Capital One are asking the same questions again and again when I believe I've answered them and  where they've not provided any clarification when I've asked for it. 
  • born_again
    born_again Posts: 20,393 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    edited 26 May 2022 at 7:36PM
    We found even when you tell people, they send in a format that either got blocked or could not be opened... So they just get a generic message back. 

    But not everyone is tech savvy to know all the ins & outs. Many just resort to sending in the post as it's easier for them. 
    Life in the slow lane
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