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Financial Ombudsman queue?

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Hi all
Has anyone got any recent experience of kicking off a complaint with the Ombudsman? 
I'd like to know roughly how long the queue is at the moment for being assigned a case handler. 
Thanks, 

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  • soolin
    soolin Posts: 72,409 Ambassador
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    I took a complaint about a bank to the Ombudsman, took well over a year to get resolved- nearer 16 months in the end just for the ombudsman bit and that was after going via resolver several months earlier (it didn't get escalated immediately) . Finally got my money from the bank December 2021.
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  • GaryBC
    GaryBC Posts: 424 Forumite
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    Thanks for that. But I'm still in the queue to get in the door! 
  • eskbanker
    eskbanker Posts: 31,860 Forumite
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    They publish estimates on their website, which vary according to the different types of complaint, so, for example, banking and payments are reported at https://www.financial-ombudsman.org.uk/consumers/complaints-can-help/banking-and-payments

    How long it takes

    It’s currently taking longer than we’d like to allocate cases to our case handlers for investigation.

    For most types of banking complaint, it takes around 4 months for us to allocate cases. It may take longer if your complaint is about a fraud or scam, where some of the most complex cases we receive can take up to 9 months. 

    We’re working hard to reduce this wait time, so you may hear from us sooner than this.

    whereas the investment-related complaint queue is apparently 7-9 months.
  • GaryBC
    GaryBC Posts: 424 Forumite
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    Thanks for that. 
    Best not be holding my breath! 
  • DullGreyGuy
    DullGreyGuy Posts: 11,649 Forumite
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    Note the 4 months is simply to allocate someone, not get anywhere close to an adjudicator coming to a decision and then back in the queue for an ombudsman if either you or the FS company disagree with the adjudicator's decision. 

    Last year it was about 10 months to get the adjudicator's decision... my complaint before that was over 2 years to get the ombudsman's decision. 
  • GaryBC
    GaryBC Posts: 424 Forumite
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    Oh great! Thanks for the heads up. 
    We've just waited seven months to get probate. At this rate it'll be my kids that see this through! 
  • GaryBC
    GaryBC Posts: 424 Forumite
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    Made it to the front of the queue for a case handler! 
    I guess it's now several months of investigation before we get a decision.
    But it's movement, so at least we're moving in the right direction at last. 
  • DullGreyGuy
    DullGreyGuy Posts: 11,649 Forumite
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    GaryBC said:
    Made it to the front of the queue for a case handler! 
    I guess it's now several months of investigation before we get a decision.
    But it's movement, so at least we're moving in the right direction at last. 
    And then its down to if both your and the FS company agree with their view, if not you go into a new queue for an ombudsman. 
  • GaryBC
    GaryBC Posts: 424 Forumite
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    Oh joy! There was me thinking I was on the home straight! 
    Silly me! 
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