Sending file to company through 'Resolver' complaints service - a bit of help needed please

Evaboo100

Hello

Users of 'Resolver' needed please. 

I submitted a case to Resolver yesterday.
Because events are lengthy, I made a word doc and have uploaded it as my main evidence for the company I am complaining to, to view.


I just went into Resolver, and the uploaded document is in there, and my case is open, but it says in the documents area:

"This is your opportunity to upload any relevant documents for your case file records. Please note – documents are not sent to xxxxx automatically. To send a document, you can attach it to a new email at any time"

I can see in my dashboard, I have been given a unique Resolver email address.

I don't know how to explain this very well, but how do I send the document to the company through Resolver, as the email address they have given me is not clickable.
I've looked in 'help' but can't see the process (or I've missed it)

Can any previous users of Resolver help please?
Thank you

Manxman_in_exile

Just my opinion but I think Resolver is a waste of time.

It doesn't actually do anything for you apart from (1) act as a communication conduit with the organisation you are complaining about, and (2) it allows you to keep track of all your communication with them.

So if you are badly organised or have poor admin skills it might be of some use, but otherwise It doesn't really provide any added value over you complaining directly to the organisation yourself, formally or informally.

born_again

Just send complaint & document direct to retailer. 

screech_78

Yip, waste of time. In my job, we won’t even reply to resolver complaints (if it’s an online order) as we can’t verify you are who you say you are. Thankfully, we see a lot of less of them now. 

Evaboo100

Hello. This is why I went to Resolver. I've not used them before.

I have tried to make a complaint to my bank who is also my mortgage lender. They refuse to log a complaint relating to my account, but will only log a 'general concern' and said I would not be contacted by the bank in future.

After many asks, and many turn downs, the agent on the phone went and asked a supervisor, returned and repeated they will only log a concern. I waited while they did so, and then I was given a case reference number.
I asked if that was the banks' last response on the matter, and they said yes, and that my only option now is to go to the Financial Ombudsman.

I was surprised the agent jumped straight to mentioning the FA, as I didn't even raise its name.

Looking online, the FA need a physical final response from the bank before they will consider anything.

This is why I opened the Resolver case recently, hoping the bank may respond and give me a physical final response by email or letter.

Any ideas what to do next then please? I'm pretty stuck with going forward.

eskbanker

Who is your bank/lender?  They all must have a formal complaints procedure, which entails providing written responses - if you visit the relevant page then you can log one electronically rather than having to speak to someone who appears not to know what they're talking about....

Manxman_in_exile

I'd write to the bank, refer to your last 'phone conversation where you were told your only avenue of complaint now was to the FOS and ask the bank for written confirmation that they will not consider your complaint any further.  (I think it might be called a "deadlock letter"?)

Evaboo100

eskbanker said:

Who is your bank/lender?  They all must have a formal complaints procedure, which entails providing written responses - if you visit the relevant page then you can log one electronically rather than having to speak to someone who appears not to know what they're talking about....

It's Barclays.
I have read their complaints page, but as I haven't got a complaint logged, I can't go here:

If you’d like to talk to us about an existing complaint

Select option 2 when you call, then select the type of complaint you’re calling about, so we can connect you to the right team.

Now it's like I need to make a complaint, because I'm not allowed to make a complaint

I don't want to call them again really. The agent was barking at me, and said; "So whaddya want?! What is it you want from us?!" haha. I just said I want to log a complaint 7 times. I kept calm and polite, but honestly, I don't know how I did that. Raising your voice gets you no where, but I think the agent hasn't been trained in this area.

That was a 48 min phone call just going round in circles, where I was asked over and over what my complaint was about (when it was clear and easy to understand) then the agent went off to ask a supervisor twice to check if I was allowed to complain, leaving me hanging for 15 mins. She didn't even say she was going off to do that. There was just radio silence, and I was holding the phone saying "Hello? are you still there?" 

It's all so bonkers that I just laughed writing this about the agent's behaviour, but I came off the phone shocked and exhausted.

Evaboo100

Manxman_in_exile said:

I'd write to the bank, refer to your last 'phone conversation where you were told your only avenue of complaint now was to the FOS and ask the bank for written confirmation that they will not consider your complaint any further.  (I think it might be called a "deadlock letter"?)

I'll get an email address for their complaints dept or send a recorded delivery letter - I'm not calling them again or going near Live Chat.
Bearing in mind that I did speak to an agent in the actual complaints team, I hold out little hope...

Manxman_in_exile

If you go snail mail don't bother with anything other than first class.  Just send it from a PO counter and ask for a free certifictae of posting.

There is a presumption in law that anything sent first class is delivered two working days later - unless the addressee can prove it was never received.  It's always difficult if not impossible to prove that something sent first class was never delivered.

eskbanker

Evaboo100 said:

eskbanker said:

Who is your bank/lender?  They all must have a formal complaints procedure, which entails providing written responses - if you visit the relevant page then you can log one electronically rather than having to speak to someone who appears not to know what they're talking about....

It's Barclays.
I have read their complaints page, but as I haven't got a complaint logged, I can't go here:

If you’d like to talk to us about an existing complaint

Select option 2 when you call, then select the type of complaint you’re calling about, so we can connect you to the right team.

Now it's like I need to make a complaint, because I'm not allowed to make a complaint

I don't want to call them again really. The agent was barking at me, and said; "So whaddya want?! What is it you want from us?!" haha. I just said I want to log a complaint 7 times. I kept calm and polite, but honestly, I don't know how I did that. Raising your voice gets you no where, but I think the agent hasn't been trained in this area.

That was a 48 min phone call just going round in circles, where I was asked over and over what my complaint was about (when it was clear and easy to understand) then the agent went off to ask a supervisor twice to check if I was allowed to complain, leaving me hanging for 15 mins. She didn't even say she was going off to do that. There was just radio silence, and I was holding the phone saying "Hello? are you still there?" 

It's all so bonkers that I just laughed writing this about the agent's behaviour, but I came off the phone shocked and exhausted.

Not trying to defend the attitude of the employee, but what do you want from your complaint?  If there's something specific that they've done (or haven't done) that's broken their rules and adversely affected you in some way then you should be able to get a complaint logged, but if they're telling you they're only able to log a 'general concern' does this signify that you're just unhappy about their rates or something like that?