Halifax not sending me letters regarding my mortgage

TheJP

SeeAreEff said:

RelievedSheff said:

We have had our mortgage with them for a little over 18 months and have received one letter in that time, our annual mortgage statement.

They should at least also be sending notifications of interest rate changes as well, and they didn't send last year's annual statement either. 

As for why they claim to have sent so many, I might have a better idea if I'd actually received any!

Is your mortgage a tracker product? If its a fixed product then they wont notify you of interest changes as its irrelevant to your product.

SeeAreEff

Thanks for everyone's speculation about various aspects of this, and I'm sure your suggestions are well-intended, but I'm specifically asking about one thing -- when this gets to the Ombudsman, does anyone know how quickly they are likely to respond and force Halifax to send me the missing letters?

I'm sure the answer is half as long as a piece of string, but I'm just trying to get a rough idea of how long it's likely to take.

The bottom line is that there are 35 (!) letters that Halifax are claiming to have sent me since January this year -- including interest rate notifications, the annual statement, and various ones regarding the end of my mortgage -- none of which I have received, nor can I see online, nor can I get them to email me.

RelievedSheff

Why not go and pick them up in branch?

user1977

RelievedSheff said:

Why not go and pick them up in branch?

Does the branch have access to them?

RelievedSheff

user1977 said:

RelievedSheff said:

Why not go and pick them up in branch?

Does the branch have access to them?

You can request to have them sent to a local branch. You need ID to go and pick them up.

BikingBud

Given the level of information you have provided here I am not sure if the ombudsman has anything to investigate.

People are trying to interpret your complaint and understand your circumstances but you have not provided any clarity in what and why you feel Halifax have been negligent.

Perhaps you could itemise the basis, bullet points, for your complaint on here and people can assess and understand if it is valid.

Your product?
What you expect from Halifax
Why you expect it?
How you have requested?
How they have responded?
Why you consider they have failed to meet their obligations?

If you cannot do this and communicate the issue effectively the ombudsman cannot make an accurate determination.

tightauldgit

SeeAreEff said:

Thanks for everyone's speculation about various aspects of this, and I'm sure your suggestions are well-intended, but I'm specifically asking about one thing -- when this gets to the Ombudsman, does anyone know how quickly they are likely to respond and force Halifax to send me the missing letters?

I'm sure the answer is half as long as a piece of string, but I'm just trying to get a rough idea of how long it's likely to take.

The bottom line is that there are 35 (!) letters that Halifax are claiming to have sent me since January this year -- including interest rate notifications, the annual statement, and various ones regarding the end of my mortgage -- none of which I have received, nor can I see online, nor can I get them to email me.

If all you are really asking is how long does the Ombudsman take to rule on a case then you are right - there's no set limit and it will take as long as it takes. In my personal experience then 6 months to a year is a fair estimate - I'd be surprised if it took less than 6 months as they need to provide some time for the parties to investigate, provide any relevant information and answer any follow-up queries. 

Have you already made a formal complaint with Halifax and have you received a formal reply from them as that's the first thing that the Ombudsman will ask.

jimjames

SeeAreEff said:

when this gets to the Ombudsman, does anyone know how quickly they are likely to respond and force Halifax to send me the missing letters? including interest rate notifications, the annual statement, and various ones regarding the end of my mortgage -- none of which I have received, nor can I see online, nor can I get them to email me.

How can the ombudsman force Halifax to do something they claim (and maybe can prove) that they've done? If they've got evidence that the letters were produced then I'm not sure how the Ombudsman can do anything to change that and fix any issue with Royal Mail.