Shock at Fin Ombudsman Decision

Undervalued

nossa_2 said:

eskbanker said

The inability to escalate to FOS isn't actually the 'gaping hole in customers' rights' that you seem to think, as FOS can't actually force institutions to act on its findings (even the legally-binding final decisions), as evidenced in a massive old thread:

https://forums.moneysavingexpert.com/discussion/5899463/when-banks-dont-act-on-fos-findings/p1

I've just gone through this discussion and it has made me more determined to get Parliament to tighten up on the FOS powers - this bank should have been reported to the FCA and the complaint handling addressed by FOS managers. This was before lock down gave every institution the excuse to delay and things have just got worse. The FOS is not free it is tax payer funded and is looking like a waste of money

No it is not!

Lines have to be drawn somewhere what you are wanting currently falls outside of the FOS's remit.

Even if it had the power to rule that the bank (with whom you reached an agreement without the FOS's involvement) must pay you the agreed £100, it has no power to actually force that payment on your behalf.

Like all civil debts that can only be done via a fairly tortuous process through the courts.

 

born_again

Manxman_in_exile said:

@nossa_2 -  Are you absolutely 100% sure that you have not received the £100 (I'd triple-check if I were you) and that the offer from Sainsburys was unconditional and not dependant on your doing anything else - apart from accepting it?  (Are you sure you have communicated your acceptance of their offer to them?).

It seems most likely to me that this is either a simple admin or communication error at Sainsburys (as already suggested by @eskbanker) or there is a bit more to this story than you have explained.

Given we do not know the reason for the redress in this case. TBH would make no difference anyway as it is not the point of the thread. I know that in some cases it does require our customers to sign a "Full & final settlement" agreement.
Which if not received leads to no payment being payed out.

But I'm amazed that this has dragged on. I would say that any rep would have the authority to refund £100 to a customer. We are well over that figure. With no manager approval in the whole business.

anotheruser

sheramber said:

why any bank etc. would bother to pay up on their offer of resolution?

Customer service!

What company cares about that these days?
People will use them regardless.

nossa_2

Sainsburys are refusing to open another complaint - any tips?

Undervalued

nossa_2 said:

Sainsburys are refusing to open another complaint - any tips?

Yes....

Do as has been repeatedly suggested on here.....

Send a "letter before action" for the money they have agreed to pay you. If that doesn't get you the money within a month then file a county court claim which will (eventually).

Devote the rest of your energy to something more constructive!