Withdrawal from SIPP.

tilllymse

Ok, I am putting my case together now.  The only thing that worries me slightly is that I have just found that there is a 3 year rule for submitting a complaint, but also a 6 year rule?  Can anybody throw any more light on these please?  I have two complaints that have both been raised by the company.  The first complain relates to 2020.  The 2nd complaint to this year.  The strongest of the complaints is related to 2020 which was raised by the company in relation to comments I had made to an advisor.  The complaint raised by the company invited me to take it forward to the Financial Ombusdman within the 6 months, however, I am now wondering if they raised it, believing it to already be outdated?  Help please

dunstonh

Ok, I am putting my case together now.  The only thing that worries me slightly is that I have just found that there is a 3 year rule for submitting a complaint, but also a 6 year rule?

The 3 & 6 year rule is about making a complaint within 6 years from the event being complained about and 3 years from being reasonably aware of an issue.  

 The complaint raised by the company invited me to take it forward to the Financial Ombusdman within the 6 months, however, I am now wondering if they raised it, believing it to already be outdated?

The 6 month rule is separate.  If your complaint has been looked at by the firm, you get 6 months from the firms response to refer your case to the FOS if you disagree with the outcome.  

dunstonh

The 2020 complaint raised by the company in March/April of this year is confusing me.  I originally complained to the company in May of 2020 via a telephone call saying I was not happy and wanted no further contact with my then advisor.  They didn't follow it up.  When I saw a new advisor in March of this year he wanted to know why I would not have anything to do with my previous advisor.  Having explained why, I received a complaint from the company (in April) saying I could take it to the Ombudsman.  They demanded I should reply immediately if I didn't agree with the contents of the complaint, which I did not, however, they never responded to my response.  I am now wondering if they already felt I was out of time to respond and if so, why did they even raise the complaint on my behalf?

You don't need to say you want to make a complaint for a complaint to be made.  If the person you are speaking to things you have a reason for complaint and identifies you have expressed dissatisfaction (rather than a vent), they will refer it to their complaints team.

The complaints team will follow the regulated complaints process and write to you with their findings and decision.

You should go back to them and ask them why they didn't respond to your response to your complaint.   You may wish to go to the FOS now rather than risk the 6 months expiring (ongoing communication with the firm after the final response does not put the 6 month period on hold).