PPI Reclaiming discussion Part II

marshallka

insurance complaints
we agreed with the consumer's complaint 45%
we agreed with the business's response 53%
mixed outcome 2%

payment protection insurance (PPI) year ended 31 March 2008
resolved within 3 months 42%
resolved within 6 months 70%
resolved within 9 months 81%
resolved within 12 months 86%

di3004

marshallka wrote: »

insurance complaints
we agreed with the consumer's complaint 45%
we agreed with the business's response 53%
mixed outcome 2%

payment protection insurance (PPI)

Yes I noticed that hun - more in favour of the business's !!:rolleyes:

di3004

The ombudsman we had for Nemo is 5 up from the bottom, he is actually what you call the leading ombudsman as also read on some info about them last night.

http://www.financial-ombudsman.org.uk/about/panel-ombudsmen.html

marshallka

Men complain more to the ombudsman service then women. However, the proportion of women who refer complaints to us has increased by 8% during the year – again reflecting, we hope, our various outreach initiatives with younger women. Many complaints relate to accounts and policies that are held jointly, where conventionally the first-named account-holder – the name our system records – is generally a male partner.

di3004

marshallka wrote: »

Men complain more to the ombudsman service then women. However, the proportion of women who refer complaints to us has increased by 8% during the year – again reflecting, we hope, our various outreach initiatives with younger women. Many complaints relate to accounts and policies that are held jointly, where conventionally the first-named account-holder – the name our system records – is generally a male partner.

I know with my hubby's I do help him on his behalf with his complaints where I expect most of us women do for their hubby's, yet with the Nemo case it was joint but the main of the letters were addressed to him only, although we both had to sign. (saying that the final decision was addressed to both of us).
I would have thought it would be women to be more of the complainers lol.

marshallka

di3004 wrote: »

I know with my hubby's I do help him on his behalf with his complaints where I expect most of us women do for their hubby's, yet with the Nemo case it was joint but the main of the letters were addressed to him only, although we both had to sign. (saying that the final decision was addressed to both of us).
I would have thought it would be women to be more of the complainers lol.

I think it is always women that do all the donkey work though...;)

marshallka

From here
http://www.financial-ombudsman.org.uk/publications/ar08/ia_report.html


Delay continues to be the most frequent reason for complaints – often involving cases that have been passed from one adjudicator to another for operational reasons. In my view, this is something which casework managers need to keep under review. Delay is particularly unfortunate where a complaint has been with the ombudsman service for several months –and when the case then comes to be considered, it emerges that it is outside the ombudsman's jurisdiction for reasons that should have been apparent at an earlier stage:rolleyes:

It is also important that any correspondence sent in, while a case is awaiting allocation to an adjudicator, should be carefully monitored. In one case, an offer sent by the business to the consumer via the ombudsman service remained on file for several months before the consumer was made aware of it.

For obvious reasons, it is important that adjudicators not only deal even-handedly with both parties to the complaint, but are also seen to have done so. During the year I have noticed that when adjudicators are minded to uphold a complaint in the consumer's favour, they usually present this to the business involved as their "view" of what the outcome should be. On the other hand, when they consider that the complaint should not be upheld, adjudicators frequently convey this to the consumer as their "assessment" – which to my mind has a more formal ring to it.

di3004

marshallka wrote: »

I think it is always women that do all the donkey work though...;)

Exactly, my hubby would not have clue what to do lol, now and again I used to tell him to ring the adjudicator during the Nemo complaint if we wanted to know the update and if no return emails, he is not bad on the phone, while I got on with everything else lol, so I think its probably 80% of us women or more that actually do the complaints on the men's behalf lol.:D

marshallka

http://www.financial-ombudsman.org.uk/publications/technical_notes/distress-and-inconvenience.htm

di3004

marshallka wrote: »

From here
http://www.financial-ombudsman.org.uk/publications/ar08/ia_report.html


Delay continues to be the most frequent reason for complaints – often involving cases that have been passed from one adjudicator to another for operational reasons. In my view, this is something which casework managers need to keep under review. Delay is particularly unfortunate where a complaint has been with the ombudsman service for several months –and when the case then comes to be considered, it emerges that it is outside the ombudsman's jurisdiction for reasons that should have been apparent at an earlier stage:rolleyes:

It is also important that any correspondence sent in, while a case is awaiting allocation to an adjudicator, should be carefully monitored. In one case, an offer sent by the business to the consumer via the ombudsman service remained on file for several months before the consumer was made aware of it.

For obvious reasons, it is important that adjudicators not only deal even-handedly with both parties to the complaint, but are also seen to have done so. During the year I have noticed that when adjudicators are minded to uphold a complaint in the consumer's favour, they usually present this to the business involved as their "view" of what the outcome should be. On the other hand, when they consider that the complaint should not be upheld, adjudicators frequently convey this to the consumer as their "assessment" – which to my mind has a more formal ring to it.

interesting this, and gives examples of what we should expect and the process of our complaints, as I do think these vary from one complaint to another, I mean look at Laini's, with another adjudicator again, when mine at that stage was with the ombudsman.
My first stage was dealt with by a caseworker, he gathered all the info, Nemo were not having it and then it was pushed on to an Adjudicator, it became very complexed, so it was moved on to the ombudsman himself.

I do hope Laini will not have to wait much longer now, if her's is with the adjudicator once again !

I think its just gone all out of proportion myself, where the complaints are being passed from one to another as there are so many of them, we do not know where we are, some have not received their 4 weekly feedbacks while waiting for allocation.....