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When Banks don't Act on FOS Findings
Comments
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I hope you are retaining all of these emails. It is like she is trying to scare you into dropping your complaint, perhaps at the behest of TSB, perhaps for her own self-interest.
I simply cannot believe an Ombudsman would not either increase or back the compensation decided by the Adjudicator.
I think this Adjudicator is soiling her pants at the thought of an Ombudsman looking over the case and seeing how incompetent and unprofessional she has been. She ought to face re-training, if not disciplinary action for the way she has handled this case.0 -
Trying to work out what TSB are up to, I presume that at present they still have a reasonable amount of time to pay the second tranche (based of Christmas holidays being extracted from the timeframe). On this premise perhaps they are hoping I will pull out now and if I don't they can still comply with FOS's recommendations later on?
Failing this they could be hoping an Ombudsman looks more favourably on them.0 -
I've just read through this whole thread and I'm really shocked and disgusted at the treatment you've had Cotta.
I would definitely be considering going to one of the financial journalists as was previously mentioned by another member of the forum. Not just on account of TSBs ineptitude, but also on the treatment and attitude received from the FOS. We are told the FOS will step in and help us when things go wrong, and when it's our personal finances on the line they should be acting swiftly and assertively. I've seen no evidence of this in the emails from that woman, who quite frankly seems to be on the verge of incompetence. The language she uses is appalling, unsympathetic and down right rude in places. If she were managing her own complaint, would she word her responses in this fashion? I doubt it.
Both of them need the appropriate knuckle wrapping and public exposure for this fiasco.
JamesSave £12k in 2019 #60 - £1189.43 / £12,000 (9.91%)0 -
Sounds to me like this process has been outsourced to tsb - maybe they’ve been asked to finance and recruit a department to deal with issues for the fos.
That’s why this lady has been dealing closely with and being guided by tsb and keeps talking about them like they are co-workers. Maybe has periodic meetings with fos to go over outstanding cases which is why she is sometimes keen to close it.
Not dealing with it will be considered a failure so doesn’t want it escalated.
Also seems the tsb side objective is to minimise compensation rather than to minimise their costs which is a bit odd.
I suspect they won’t want to to go to the ombudsman as it will highlight that they aren’t working in your interest and aren’t being objective.
I would be tempted to say that as they want to renegotiate then it should be moved upwards. The amount was agreed at that time. Now you have increased effort and aggravation so should receive more compensation.
See how they deal with that.
I hope this gets publicised.0 -
An update:
Dear Mr. Cotta,
A brief update for you:
Having spoken to my colleagues in TSB this morning they are deeply concerned regarding the amounts of compensation you have been awarded and they feel that the missing interest on top of this to be “taking the biscuit”. Whilst I cannot comment on TSB’s views to date, officially they are still deliberating on whether to pay or not, however as my colleague has said the current timeframe is still much too small as you only agreed with the settlement on 18th December and with Christmas factored in it could be February before any movement happens (I am not saying it will be this long). I am inclined to agree with TSB on this, any payment to you at this stage cannot be deemed late. I think you also need to be aware that this time around as you no longer have an account with TSB any perceived lateness in payments from TSB will NOT result in any additional levels of compensation. I strongly reiterate the fact that you are in excess of the compensation bands and it is this point that is causing TSB some pain.
At present you will just need to show more patience, if TSB have not paid you by 11th of February, feel free to contact me then. In the meantime if there are any developments I will update you accordingly.
Kind Regards
FOS
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Wow, that's re-writing the rule book. The substantial band is between £500 and £2000, and there are two bands above that. The deadline of 11th February seems highly suspect. I was given a deadline of 10 working days for my own complaint and TSB agreed within 5.
I think I'd be asking for documentary evidence that TSB may be given so much time to agree or disagree with the decision.0 -
Wow, that's re-writing the rule book. The substantial band is between £500 and £2000, and there are two bands above that. The deadline of 11th February seems highly suspect. I was given a deadline of 10 working days for my own complaint and TSB agreed within 5.
I think I'd be asking for documentary evidence that TSB may be given so much time to agree or disagree with the decision.
I suspect there is something in what has been said, my original timeframe was 3 weeks that TSB failed to comply with, at present tomorrow represents 3 weeks, however factoring Christmas in it is much less.0 -
Frankly, this person who is dealing with your complaint is entirely incompetent and if I were you, I'd want it escalated to the ombudsman immediately.Debt Totals July 2019::
[STRIKE]£350 Natwest Credit Card [/STRIKE]/ ]Now £0 (paid off and closed 04/2017) £15,500 postgrad loan from parents/ Now £7,000 £5,000 sister loan/ Now £0[STRIKE]£500 train ticket loan from parents [/STRIKE]/ Now £0 (paid off 16/02/18)[STRIKE]£2,000 Overdraft[/STRIKE] Now £0 (paid off 09/03/18) £1,967.83 Barclays 0% card Now £0 Total £7,0000 -
Even if the timeframe only started today, 11th February is 5 weeks, it would be 6 weeks from 18th December excluding the whole of the Christmas/New Year period.I suspect there is something in what has been said, my original timeframe was 3 weeks that TSB failed to comply with, at present tomorrow represents 3 weeks, however factoring Christmas in it is much less.0
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