Complain to CC company about same issue a second time?

ScottCooper

I raised a complaint with my CC company and after going through their procedure went to the ombudsman who advised I need to wait for their final response. I didn't receive this although the CC company can provide they sent it and now I've timed out as apparently there's a 6month limit, so so the ombudsman cannot help. 

Am I allowed to raise a brand new complaint about the same issue and start again? 

eskbanker

Is it an ongoing issue or was it a one-off incident?  Even if the former, it might be a struggle - what's the issue?

And for future reference you don't have to wait for a final response if that takes more than eight weeks:

• If you haven’t received a response to your complaint within eight weeks, you can also refer your complaint to us. 

https://www.financial-ombudsman.org.uk/consumers/how-to-complain

ScottCooper

Long story short towards of end of pandemic engaged with builder to do an extension, after doing a lot of checking and research paid a deposit, and builder took deposit (and from several other people) and ran.

Paid £100.00 on credit card, so £5K on debit card and 10K bank transfer. After discovering it was a scam contact CC for S75 and arranged for a APP scam refund from bank.

Bank wouldn't refund £5K debit card payment as "under visa rules" they needed written confirmation from builder that they weren't intending to do the work.

CC refused s75 as the value of the work was above the threshold, but they said it had to be on the total value of the work NOT the deposit paid, but even though the deposit was on a schedule of payments as a seperate item.

Spoke to Ombudsman and as far as I remember that was that, didn't hear anything for a while and it slipped my mind due to my grandfather passing and sorting arrangements, we are down south and he lived in Scotland so lots of to'ing and fro'ing and dealing with probate etc. 

When I remembered spoke to Ombudsman who said they were waiting for us to confirm we wanted to go ahead, but so. We gave them the gonahead and today reiceved a letter saying its been 6 months and they can't investigate unless CC agree which of course they didn't.

Completely understand the time limits and that it's my fault for not picking up on this earlier, just seems unfair they can hide behind time limits like this when if I owed them money they have 6 years

eskbanker

ScottCooper said:

CC refused s75 as the value of the work was above the threshold, but they said it had to be on the total value of the work NOT the deposit paid, but even though the deposit was on a schedule of payments as a seperate item.

You can't reopen a complaint in this situation, so have missed your opportunity to have FOS look at it, but it's academic anyway as a s75 claim in this scenario will be based on the total value of the job, not a deposit, so if that exceeded £30K then the card company has the right to reject a s75 claim and FOS wouldn't have overruled that.

Your bank should have repaid the debit card payment under chargeback but that's also academic now as it will have long since timed out too....