How long for Barclaycard to acknowledge complaint?

simax

Deleted_User said:

simax said:

Deleted_User said:

simax said:

Deleted_User said:

simax said:

I’ll send another copy of the letter tonight with just a stamp on it just to be safe then, or would you advise to hold fire now?

For those who asked, it’s an affordability complaint. Thanks for your input.

You can send the letter normally with free proof of postage from the PO

Affordability is always a difficult one particularly with a credit card as you spending money is different to say a payday loan so no-one could tell. You can try searching the FOS site for cases on affordability which might give you some idea what they think but each case is unique

This is a little different though. They wrote to me a while back informing me that they believe they (their computers) increased my credit limit too high for my credit rating and that they believe my current limit and balance are unmanageable (it’s on the cusp of being unmanageable). They said they would review my account and come up with a plan to manage the balance. They never wrote back to me as promised. So I’m now putting in the complaint. The fact they’ve actually admitted fault with the affordability assessment at the time and they’re not moving things forward makes me believe I have a fighting chance of success. That’s the basic gist… I’ve probably not explained it properly but I’m gonna run with it.

They've not admitted fault in that sense, the FCA made banks consider affordable lending criteria and reduced limits for loads of people which has happened here. You can complain certainly and they might give you "go away" money but you would struggle to get much more than that unless the bank decide something really dumb was done which affected you

To be fair, what they did was pretty dumb and they admitted as much in the letter. It stated they would never have raised my credit limit as high as they did if their means of assessment worked properly at the time…. And of course silly old me went up to the limit on the card. At the time my credit utilisation was high on several sub-prime cards and catalogues (utilisation was about 80% of my limits and I wasn’t eligible for increases or extra credit products elsewhere) and I also had the Barclaycard with a £1,500 limit (and I was about 50% into that limit) and their app one day offered me £10,000. On a salary of £18,000 at the time and other commitments I do feel it was irresponsible. Yes I know I could’ve refused the offer, but I didn’t and here we are. 

So I feel my complaint is justified in this respect. I’m not looking for miracles but just acknowledgment that they did wrong (and maybe a little restitution wouldn’t go amiss)…

Yes that's what I'm setting expectations over - you may get an apology and some money but not any sort of restitution (such as refund of fees and interest) over the fact you ran up the debt, that is all. Them giving you a limit which they agree might have been irresponsible in hindsight (as they didn't assess whether you could afford it if you ran it up) is not the same as you choosing to run up that debt. Hence it's difficult to tell if they would give you an apology and go away compo (something in the region of £100-£250) or suddenly decide they should have done better and give you more.

As I said, have a look on the FOS site for case files and it might give you an idea of how they will go

Even though in their letter they said they made the error and they shouldn’t have allowed it to happen?

[Deleted User]

simax said:

Deleted_User said:

simax said:

Deleted_User said:

simax said:

Deleted_User said:

simax said:

I’ll send another copy of the letter tonight with just a stamp on it just to be safe then, or would you advise to hold fire now?

For those who asked, it’s an affordability complaint. Thanks for your input.

You can send the letter normally with free proof of postage from the PO

Affordability is always a difficult one particularly with a credit card as you spending money is different to say a payday loan so no-one could tell. You can try searching the FOS site for cases on affordability which might give you some idea what they think but each case is unique

This is a little different though. They wrote to me a while back informing me that they believe they (their computers) increased my credit limit too high for my credit rating and that they believe my current limit and balance are unmanageable (it’s on the cusp of being unmanageable). They said they would review my account and come up with a plan to manage the balance. They never wrote back to me as promised. So I’m now putting in the complaint. The fact they’ve actually admitted fault with the affordability assessment at the time and they’re not moving things forward makes me believe I have a fighting chance of success. That’s the basic gist… I’ve probably not explained it properly but I’m gonna run with it.

They've not admitted fault in that sense, the FCA made banks consider affordable lending criteria and reduced limits for loads of people which has happened here. You can complain certainly and they might give you "go away" money but you would struggle to get much more than that unless the bank decide something really dumb was done which affected you

To be fair, what they did was pretty dumb and they admitted as much in the letter. It stated they would never have raised my credit limit as high as they did if their means of assessment worked properly at the time…. And of course silly old me went up to the limit on the card. At the time my credit utilisation was high on several sub-prime cards and catalogues (utilisation was about 80% of my limits and I wasn’t eligible for increases or extra credit products elsewhere) and I also had the Barclaycard with a £1,500 limit (and I was about 50% into that limit) and their app one day offered me £10,000. On a salary of £18,000 at the time and other commitments I do feel it was irresponsible. Yes I know I could’ve refused the offer, but I didn’t and here we are. 

So I feel my complaint is justified in this respect. I’m not looking for miracles but just acknowledgment that they did wrong (and maybe a little restitution wouldn’t go amiss)…

Yes that's what I'm setting expectations over - you may get an apology and some money but not any sort of restitution (such as refund of fees and interest) over the fact you ran up the debt, that is all. Them giving you a limit which they agree might have been irresponsible in hindsight (as they didn't assess whether you could afford it if you ran it up) is not the same as you choosing to run up that debt. Hence it's difficult to tell if they would give you an apology and go away compo (something in the region of £100-£250) or suddenly decide they should have done better and give you more.

As I said, have a look on the FOS site for case files and it might give you an idea of how they will go

Even though in their letter they said they made the error and they shouldn’t have allowed it to happen?

Yes because you still chose to run up the debt - they are not responsible for that element, so whether they will decide they should refund some fees / interest because they gave you enough rope that allowed you to do it; or just a token as an apology; or nothing at all is not possible to predict.

This FOS case is similar, albeit the customer already had a huge debt so giving him increases was considered wrong. Try hunting for irresponsible lending and see what comes out.

simax

My complaint is more about irresponsible lending than affordability but I suppose they can go hand in hand. I’ve just read that FOS document…. Interesting…. Thanks for that.

missile

I made a complaint to Barclaycard. Sent another letter. They did not answer. After 8 weeks, I have raised a complaint with FoS.

simax

missile said:

I made a complaint to Barclaycard. Sent another letter. They did not answer. After 8 weeks, I have raised a complaint with FoS.

So if they ignore you and you subsequently go to the FOS - how does it progress if BC are not replying?

martinbainbridge1975

simax said:

missile said:

I made a complaint to Barclaycard. Sent another letter. They did not answer. After 8 weeks, I have raised a complaint with FoS.

So if they ignore you and you subsequently go to the FOS - how does it progress if BC are not replying?

the FOS will write to BC directly, as a rule of thumb its 5-7 working days for acknowledgement and as others have said they are allowed 8 weeks to provide a final response. Keep a track on time if they dont reply fire it to the fos at the 8 week stage

missile

simax said:

missile said:

I made a complaint to Barclaycard. Sent another letter. They did not answer. After 8 weeks, I have raised a complaint with FoS.

So if they ignore you and you subsequently go to the FOS - how does it progress if BC are not replying?

As martin said, plus BC get a slap and a fine.

longjohnjohnson

simax said:

My complaint is more about irresponsible lending than affordability but I suppose they can go hand in hand. I’ve just read that FOS document…. Interesting…. Thanks for that.

This isn't irresponsible lending though. It's a system error.

martinbainbridge1975

They will try to wriggle out of it somehow, there will be a loophole in the small print somewhere.  I worked for Barclays a few years ago I think from memory at day 25 or 28 if they aren't going to reply within the 8 weeks they have to send a holding letter saying when the final response will be done by.

My lightbulb moment re debt and being more responsible was when HSBC and Nationwide kept upping my limits and I dug myself a hole not realising I had 0 per cent debt shift offers with both companies that I was unaware of.

What they will respond with is something like it is your responsibility to manage the account and payments, harsh as this may seem there have been so many mis-selling complaint over the years they have to be seen to be responsible, it 's like buying a car on finance now you have to tick a box on some forms where you are declaring you have the affordability to pay.

The one thing I have learned is keep 1/2 long standing accounts from a stability point of view when getting credit, as for the rest grab the deals where required

missile

FoS emailed telling me to expect a reply from Barclays and I got a phone call today. I have requested a written response to my complaint.